Support Center Analyst

• Jan 2023 - Present

Service Desk Technician

• Jun 2022 - Nov 2022

Provided remote support for Windows and Mac OS based end points, web applications, and hardware/peripherals. Maintained an average first response time under 30 minutes, and average resolution time under 2 hours. Maintained confidentiality, and integrity while handling passwords, or sensitive information. Wrote end user facing solution articles reducing ticket volume, and time until resolution. Provided remote support for Windows and Mac OS based end points, web applications, and hardware/peripherals. Maintained an average first response time under 30 minutes, and average resolution time under 2 hours. Maintained confidentiality, and integrity while handling passwords, or sensitive information. Wrote end user facing solution articles reducing ticket volume, and time until resolution.

Help Desk Administrator

• Dec 2021 - Jun 2022

Point of contact for IT helpdesk support for end-users Provided technical support for end-users via telephone, and remote desktop with diagnosis of hardware, and software issues. Provisioned/shipped equipment to remote users, and launched/disabled Amazon Workspaces. Resolved approx. 20 incidents per day, and thoroughly document all troubleshooting steps within each ticket. Point of contact for IT helpdesk support for end-users Provided technical support for end-users via telephone, and remote desktop with diagnosis of hardware, and software issues. Provisioned/shipped equipment to remote users, and launched/disabled Amazon Workspaces. Resolved approx. 20 incidents per day, and thoroughly document all troubleshooting steps within each ticket.

Infantry Team Leader

• Aug 2018 - Jan 2022

Air Defense Enhanced Early Warning System Operator

• Jul 2014 - Aug 2018

(Description added or informational purposes) Air Defense Enhanced Early Warning System Operators utilize advanced communications equipment and complex military computers to evaluate and communicate incoming data related to enemy aerial and missile attacks. Responsible for preparing and deploying air defense equipment and any related systems. Held secret-level security clearance while maintaining networks for the Department of Defense in compliance with federal… Show more (Description added or informational purposes) Air Defense Enhanced Early Warning System Operators utilize advanced communications equipment and complex military computers to evaluate and communicate incoming data related to enemy aerial and missile attacks. Responsible for preparing and deploying air defense equipment and any related systems. Held secret-level security clearance while maintaining networks for the Department of Defense in compliance with federal guidelines. Performed upgrades and replacement of outdated or failed system hardware. Trained and assisted staff in the operation, and maintenance of networking equipment, and software. Maintained functional printing services and corrected printer issues. Cable manufacturing of ethernet CAT-5 cabling.