AETC CSA Tier II Senior

• Jul 2022 - Present

Provide remote and desktop support and field technician support for desktops, portables, peripherals, and software Troubleshoot Microsoft Office, Outlook, Win10, and Microsoft Teams/Office 365 Check system for authorized access to specific networks Complete hardware implementation/installations Troubleshooting software installs and issues Reset passwords, creating accounts Provide user support for the network and desktop hardware and software problems Diagnose problems, and recommend and/or implement solutions Create email accounts, change status in Active Directory Support multiple U.S. Department of Defense (DoD) networks at different classifications Support video teleconference (VTC) setup, operation, and scheduling Show less

Co-Owner

• Apr 2018 - Present

Desktop Support Technician Tier II

• Dec 2021 - Jul 2022

Responds to and diagnoses problems through discussions with users, such as: problem recognition, research, isolation and resolution steps. Resolve complex system issues in support of a mission focused environment Interface with vendor support service groups to ensure appropriate notification during outages or period of degraded system performance. Installation of terminals and associated hardware. Support functional users in troubleshooting computer related problems. Install software on PCs which include loading of Air Force systems and upgrades, as well as installation and update of software packages including the Microsoft Office Suite. Use trouble ticket software to document and maintain all user trouble calls Set up computer systems on the network including SIPR systems Support 3500+ users in a team environment and support 55 users independently at satellite location Interface with executive level officers to resolve computer issues Show less

Help Desk Technician Tier II

• May 2021 - Oct 2021

Provide support to interoperable and integrated standard common user office automation desktop software as approved for use by the Army Golden Master program. Provide on-site desktop, software, and peripheral support for NIPRNET and SIPRNET customers; priority support for command staff, unit control center, and directors; report significant outages and/or customer issues to appropriate management personnel. Resolve desktop problems via Remote Control; assist with IAVA remediation. Install, configure, troubleshoot, relocate, and repair desktops, Personal Digital Assistant, wireless devices (e.g Black Berry, Android, IPhones Correct spelling to I Phones? ), mobile phones and printers. Identify network problems impacting users and work with appropriate Tier II or III administrators to quickly restore optimum service. Provide a weekly report on the age of tickets currently in the queue, most common problem reported during the week, average time to close a ticket by technician, average time to close a ticket by type, and average time to close a ticket by week and by month. Experience with remote connection and troubleshooting using Microsoft Systems Center Configuration Manager. In-depth knowledge of the most recent version of Microsoft Operating System, Microsoft Office applications (e.g. Win10, Microsoft Office Professional 2013), and other common desktop applications such as Adobe Acrobat, Active Client, etc.; ability to quickly learn unique GOTS applications. Project a positive image and professional manner at all times; ability to work within the confines of a set time schedule. Knowledge and experience communicating desktop support concepts to technical and non-technical personnel; ability to develop technical documents and produce system design documentation. The ability to provide IT technical support for customers traveling or Tele-working (computer and wireless devices). Contribute to T&T proposal activities and all other duties as assigned by T&T managers Show less

DHA – Global Service Center Desktop Support Technician

• Feb 2021 - Apr 2021

First-level support of all inbound calls, generating an Incident for all new issues Accurately logging, ticketing, and tracking/owning all incidents First contact resolution of desktop issues or follow proper escalation procedures Provide accurate, timely, and professional resolution on all supported issues Timely, accurate, thorough and professional follow-up on all Incidents Quickly identify and escalate high-priority issues Accurately triaging/assigning/escalating tickets per current processes and standards Maintain dependable attendance and schedule adherence Show less

IT Help Desk Work Study & Teacher Assistant

• Sep 2020 - Jan 2021

Solve software and connectivity issues for end users Train end users on best practices in Microsoft Outlook and commonly used school software programs Troubleshot issues in O365, Microsoft Teams and Microsoft Office Suite Hands on work in Active Directory & Windows Server OS 2008, 2012, & 2016 Configured routers and switches Solve software and connectivity issues for end users Train end users on best practices in Microsoft Outlook and commonly used school software programs Troubleshot issues in O365, Microsoft Teams and Microsoft Office Suite Hands on work in Active Directory & Windows Server OS 2008, 2012, & 2016 Configured routers and switches

Audio Visual Technician

• May 2019 - Feb 2020

Responsible for pulling cable for conferences (audio cables, HDMI, etc) Configured soundboards Setup and tear down Audio/Visual equipment for conferences Troubleshot A/V equipment Responsible for pulling cable for conferences (audio cables, HDMI, etc) Configured soundboards Setup and tear down Audio/Visual equipment for conferences Troubleshot A/V equipment

Barista/Manager

• Jul 2013 - Apr 2019

Managed team members Served custom orders to patrons while providing white glove customer service Responsible for maintaining store and resolving issues professionally Managed team members Served custom orders to patrons while providing white glove customer service Responsible for maintaining store and resolving issues professionally

Video Producer

• Feb 2015 - Apr 2018

Creative Director

• Jan 2016 - Apr 2016

Writer

• Jan 2016 - Apr 2016

Videographer

• Apr 2015 - Apr 2016

Audio Director

• Apr 2015 - Apr 2016

Internship

• Jan 2015 - Feb 2016