Instructor

• Aug 2022 - Present

Design, facilitate, and teach the technology courses for Citrix XenApp/XenDesktop, Redhat Certified Systems Administrator, RedHat Certified Engineer.  Prepare lesson plans and teach students using a diverse and systematic plan of lectures, presentations, demonstrations, discussion groups, laboratory work, case studies, independent or group projects.  Administer and mark attendance, quizzes, assignments, exams and/or assessments to monitor and evaluate students’ progress according to guidelines and procedures.  Maintain confidentiality of student privacy and information.  Stay updated on the subject matter through professional development.  Record academic content such as labs and scenarios of each course.  Support the administrative functions of the campus to enhance the student experience.  Resolve student complaints and concerns with a positive and professional attitude. Show less

Technical Support Representative

• Nov 2017 - Aug 2022

Technical Support Responded to inbound customer requests and provided technical support by following specificprocedures and guidelines to achieve first call resolution. Communicated effectively using positive positioning with customers to understand the reason forthe call, provided technical steps verbally, and ensured issues resolved. Multitask efficiently using several applications simultaneously to verify customer information,determined the root cause of any issue and provided the proper resolution. Achieved performance goals for call time, accuracy, quality, resolution, and customer satisfaction. Show less

Technical Support Specialist

• Nov 2017 - Aug 2022

Leadership and Development Collaborated with Supervisor on projects aimed at improving performance metrics for the TechSupport Team. Duties included call listening and feedback, viewing call data and reporting KPImetrics, follow up on customer escalations. Provided training, live support, coaching, and work tools support for Tier 1 agents Built solutions with reported call and performance data.

Technical Support Advisor

• May 2017 - Oct 2017

Technical Support for proprietary OS, and Hardware including laptops, mobile devices, smart watches, and supplementing technologies (Smart TVs, monitors, networking, and Bluetooth equipment) Technical Support for proprietary OS, and Hardware including laptops, mobile devices, smart watches, and supplementing technologies (Smart TVs, monitors, networking, and Bluetooth equipment)

Programmer Coop

• May 2015 - Aug 2015

Worked as a programmer to develop business solutions applications using Visual Basic for Applications (VBA). Worked as a programmer to develop business solutions applications using Visual Basic for Applications (VBA).

IT Student technician

• Sep 2014 - Dec 2014

Test Technician Coop

• Jan 2014 - Apr 2014

Testing and troubleshooting electronic components, building test jigs, reporting in the equipment database system. Testing and troubleshooting electronic components, building test jigs, reporting in the equipment database system.