Experience

Associated Care Ventures, Inc.
• United States
• Hospitals and Health Care
• 1 - 100 Employee
• Technical Support Specialist

  • Sep 2022 - Present


Thrive

• United Kingdom
• Design Services
• 1 - 100 Employee

• Technical Support Engineer

  • Aug 2022 - Sep 2022

  Thrive bought out employer Incare Technologies. - Participate in IT technical support phone queue for 8 hours daily - Serve as a tier 2 escalation point for my region - Communicate effectively with both clients and internal team members regarding IT support related incidents and requests - Experience with working with clients in the Health Care, Business, Construction, Technology, Financial, and Automotive sectors Thrive bought out employer Incare Technologies. - Participate in IT technical support phone queue for 8 hours daily - Serve as a tier 2 escalation point for my region - Communicate effectively with both clients and internal team members regarding IT support related incidents and requests - Experience with working with clients in the Health Care, Business, Construction, Technology, Financial, and Automotive sectors



InCare Technologies

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Remote Support Specialist

  • Sep 2020 - Aug 2022

  ● Primarily responsible for maintaining and supporting Client Networks with the Managed Services Team. ●Collaborate with Team Members during deployment stages of software and/or hardware equipment. ●Participated in ordering, installing and implementing hardware and software for clientele. ●Assist Company Owners, Office Administrators and End-Users in troubleshooting application errors. ●Responsible for contacting Service Providers during all outages and providing updates to the customer. ●Coordinate with Software Vendors on behalf of clientele during upgrades of production applications. ●Provide computer system builds, updates, repairs including the installation of images and software. ●Assist fellow team members in meeting customers during emergency events affecting business operations. ●Troubleshoot and configure Mobile Devices (Samsung, HTC, iPhone) ●Utilize various Remote Desktop Protocols (LogMeIn, TeamViewer, ScreenConnect) in order to remote access Client Networks, and assist end-users with support requests along with troubleshooting application errors. ●Provide after-hours support on a rotational basis with fellow team-members. ●Specializes in Office 365, ConnectWise Automate, ConnectWise Manage, Active Directory, Group Policy, Azure AD, Allworx phone systems, DUO, User permissions, VMWare,Webroot antivirus, Fortigate firewalls, and Windows Servers. Show less



Alabama One Credit Union

• United States
• Financial Services
• 1 - 100 Employee

• Systems Support & Retail Platform Specialist

  • Jan 2019 - Sep 2020

  • Act as first level escalation point for IT Service and Support team during incidents or service requests that require advanced troubleshooting or understanding of the technical environment.• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.• Helps to administer the IT Service and Support ticketing system via Manage Engine and ensures all tickets have accurate detailed accounts of all troubleshooting steps and follow-up details.• Contribute to improving customer support by actively responding to queries, handling complaints, and setting customer service standards.• Assisted in the assessment of the skills of the IT Service and Support team, provide input into the professional development plans to help them acquire the skills needed to support the business and systems effectively.• Develop documentation of IT Service and Support procedures and establish best practices throughout the entire technical support process to aid in training new help desk resources.• Support Information Security initiatives and ensure support team processes are in line with corporate security standards.• Ensures IT Operations can meet the key operational objectives of the company, along with providing seamless support to the end user.• Collaborates with internal departments to roll out new initiatives, programs, systems, automation enhancements, and other technical solutions.• Specializes in learning the different platforms the institution uses to cut back on calls to vendors for minor troubleshooting. Show less

• Teller/ IT intern

  • Aug 2018 - Jan 2019

  . Continued same teller duties. Served as part time help desk support

• Teller

  • Sep 2016 - Jan 2019

  . Operated cash drawer. Conducted monetary transactions for members. Opened new accounts. Provided customer support for members.