Senior Support Analyst

• Oct 2020 - Present

Service Delivery Engineer

• Jul 2019 - Sep 2020

- Tier 2 troubleshooting & resolution of escalated issues for client devices, infrastructure, and virtual machines.- Admin of: server access & groups, security features (MFA), device management (Intune/MEM), virtual servers (multisession & single-session virtual machines). - Identify patterns, unique identifiers, & red herrings relative to a system wide issue to help better define problems.- Triage of tickets assigned to team que along with act as point of contact for escalation from ITSD.- Test deployments of equipment such as laptops (Windows & Mac), mobiles, & peripherals for Acceptance.- Coordinate interdepartment communication for priority problem assessment, troubleshooting, & resolution.- Craft clear & concise guides, references, & instructions for both admins & end-users.- Propose & implement improvements for scheduling, communications, procedures, & team dynamics.- Lead/support upgrade projects such as: mass deployment of laptops, migration to cloud services, virtual desktop replacements, & decom of non-compliant (Win 7) devices. Show less

IT Service Desk Analyst

• Jun 2018 - Jul 2019

- IT Support for assisting internal clients with first level computer, printer, account, & system issues.- Front line assessment & triage/escalation of tickets.- Deliver customer support with proactive efforts towards resolution, education, & recurrence prevention.- Admin of user accounts including creation, modification, passwords, & deletion for systems such as: Active Directory, OLM/A2B, Pega, AS400/ATS, Infolease 9 & 10, Verizon/AT&T.- Deploy company equipment such as laptops, terminals, mobile phones, & peripherals.- Coordinate across multiple teams for problem/risk reporting, assessment, troubleshooting, & resolution.- Craft clear & concise guides, references, & instructions for both admins & end-users.- Propose & implement improvements for deployment, account management, & ticket handling procedures.- Operate on rotating shifts as well as overtime to meet the demands of company and/or team. Show less

Sales Associate / Technician / Warehouse Hand / Project Lead

• May 2016 - Jun 2018

- Lead product assessments, cataloging, shipping, & data destruction projects, including: Travel out of state for days/weeks, drive commercial trucks to transport product/supplies, produce daily progress reports, proactively identify or quickly respond to and solve complications/changes, meet all client needs and ensuring satisfaction - Apply structure, organization, and maintenance for all retail inventory. - Assess value of product and create complete listings of product for online sale through retail outlets. - Evaluate, repair/clean, and prepare used/refurbished product for sale and shipment. - Ensure customer satisfaction with quality control and customer service, resolving any issues. - Work closely with a diverse team of individuals in a warehouse/office setting, coordinating efforts. - Build and maintain live project files (spreadsheets and documents), providing: financial forecasts, product assessments, & on demand/periodic reports - Operate, maintain, and transport of heavy machinery for data storage device destruction - Shipping of large/bulk product via pallets, ensuring all product shipped is securely packed Show less

IT Helpdesk Technician

• May 2014 - Jun 2015

- Assist students and faculty with any computer related issues, remotely or on site, providing: troubleshooting, maintenance/repair, virus/malware removal, installation of applications along with instructions of use/operations for sites, software, and devices - Deploy thick/thin client computers throughout facility including OS installation/ Imaging - Installed, modified, and repaired computer hardware/software - Keep thorough records of all operations with a ticketing system - Assist students and faculty with any computer related issues, remotely or on site, providing: troubleshooting, maintenance/repair, virus/malware removal, installation of applications along with instructions of use/operations for sites, software, and devices - Deploy thick/thin client computers throughout facility including OS installation/ Imaging - Installed, modified, and repaired computer hardware/software - Keep thorough records of all operations with a ticketing system

Game Advisor

• Aug 2013 - Apr 2015

- Promptly greeted customers, respond to customer concerns quickly, effectively, and courteously - Aligned customer needs with GameStop product and benefit solutions - Recommended additional items as appropriate and ensured every customer is thanked for shopping at GameStop - Ensured all store associates consistently provide best-in-class customer service - Supported the total shopping environment, including visual and operational elements - Communicated clearly and regularly with store associates, other Store Managers, the store support center - Managed all in-store merchandising activity and stock levels; communicated all shortages, record discrepancies Show less

Busboy

• May 2010 - Jun 2011