Experience

CSPi Technology Solutions
• United States
• Information Technology & Services
• 1 - 100 Employee
• System Engineer

  • Sep 2022 - Present


Pomeroy

• United Kingdom
• Travel Arrangements
• 1 - 100 Employee

• Service Desk Specialist

  • Jan 2021 - Sep 2022

  Position as Service Desk Agent consists of assisting users in a wide variety of technical issues such as password resets, email lockouts, hardware and software requests, technical issues involving a multitude of software and directing such issues to specialized contractors for resolution as needed. Assisting customers with troubleshooting techniques regarding Active directory, software installations and profile management issues. Diagnosing various issues and escalating ones that require… Show more Position as Service Desk Agent consists of assisting users in a wide variety of technical issues such as password resets, email lockouts, hardware and software requests, technical issues involving a multitude of software and directing such issues to specialized contractors for resolution as needed. Assisting customers with troubleshooting techniques regarding Active directory, software installations and profile management issues. Diagnosing various issues and escalating ones that require further assistance from specialized departments. Show less Position as Service Desk Agent consists of assisting users in a wide variety of technical issues such as password resets, email lockouts, hardware and software requests, technical issues involving a multitude of software and directing such issues to specialized contractors for resolution as needed. Assisting customers with troubleshooting techniques regarding Active directory, software installations and profile management issues. Diagnosing various issues and escalating ones that require… Show more Position as Service Desk Agent consists of assisting users in a wide variety of technical issues such as password resets, email lockouts, hardware and software requests, technical issues involving a multitude of software and directing such issues to specialized contractors for resolution as needed. Assisting customers with troubleshooting techniques regarding Active directory, software installations and profile management issues. Diagnosing various issues and escalating ones that require further assistance from specialized departments. Show less



ettain group

• United States
• Staffing and Recruiting
• 200 - 300 Employee

• Help Desk Representative

  • Aug 2020 - Nov 2020

  Position as Help Desk agent required helping users with their accounts over the phone and providing assistance in resolving technical issues revolving around desktops on site and remote workers. Users ranged from medical support staff to specialized medical personnel for a large Hospital network. Assisting users with level 1 and 2 technical issues. General duties also performing updates to the local hospital terminals and assisting in troubleshooting issues while employees performed… Show more Position as Help Desk agent required helping users with their accounts over the phone and providing assistance in resolving technical issues revolving around desktops on site and remote workers. Users ranged from medical support staff to specialized medical personnel for a large Hospital network. Assisting users with level 1 and 2 technical issues. General duties also performing updates to the local hospital terminals and assisting in troubleshooting issues while employees performed security training sessions. Show less Position as Help Desk agent required helping users with their accounts over the phone and providing assistance in resolving technical issues revolving around desktops on site and remote workers. Users ranged from medical support staff to specialized medical personnel for a large Hospital network. Assisting users with level 1 and 2 technical issues. General duties also performing updates to the local hospital terminals and assisting in troubleshooting issues while employees performed… Show more Position as Help Desk agent required helping users with their accounts over the phone and providing assistance in resolving technical issues revolving around desktops on site and remote workers. Users ranged from medical support staff to specialized medical personnel for a large Hospital network. Assisting users with level 1 and 2 technical issues. General duties also performing updates to the local hospital terminals and assisting in troubleshooting issues while employees performed security training sessions. Show less



Best Buy

• Retail
• 700 & Above Employee

• Geek Squad Online Agent

  • Aug 2018 - Jan 2020

  Position as Geek Squad Online Agent required helping customers with their accounts over the phone and providing assistance in resolving technical issues revolving around desktops, mobile phones, home entertainment products and networking devices. Ticketed issues were sent to specialized agents to resolve issues or customers were assisted by creating in-home appointments with Geek Squad agents from their local stores. Assisting customers with level 1 and 2 technical issues. General duties… Show more Position as Geek Squad Online Agent required helping customers with their accounts over the phone and providing assistance in resolving technical issues revolving around desktops, mobile phones, home entertainment products and networking devices. Ticketed issues were sent to specialized agents to resolve issues or customers were assisted by creating in-home appointments with Geek Squad agents from their local stores. Assisting customers with level 1 and 2 technical issues. General duties also included referring the right product to customers, recommending best usage practices regarding their recent electronic purchases and providing subscribers of protection plans with updated information of their plans and benefits. Show less Position as Geek Squad Online Agent required helping customers with their accounts over the phone and providing assistance in resolving technical issues revolving around desktops, mobile phones, home entertainment products and networking devices. Ticketed issues were sent to specialized agents to resolve issues or customers were assisted by creating in-home appointments with Geek Squad agents from their local stores. Assisting customers with level 1 and 2 technical issues. General duties… Show more Position as Geek Squad Online Agent required helping customers with their accounts over the phone and providing assistance in resolving technical issues revolving around desktops, mobile phones, home entertainment products and networking devices. Ticketed issues were sent to specialized agents to resolve issues or customers were assisted by creating in-home appointments with Geek Squad agents from their local stores. Assisting customers with level 1 and 2 technical issues. General duties also included referring the right product to customers, recommending best usage practices regarding their recent electronic purchases and providing subscribers of protection plans with updated information of their plans and benefits. Show less



Royal Caribbean Cruises Ltd.

• Data Guardian

  • Apr 2018 - Jun 2018

  Position required using different back end ticketing systems related to passenger online profiles to make sure all relevant information in relation to trips and island excursions were being displayed properly to guests. Troubleshooting of post merge accounts to verify that any bugs that arose were being directed to the proper programming team to be addressed. Team I was assigned to handle various accounts using multiple ticketing systems and in rare cases that customer contact was needed to… Show more Position required using different back end ticketing systems related to passenger online profiles to make sure all relevant information in relation to trips and island excursions were being displayed properly to guests. Troubleshooting of post merge accounts to verify that any bugs that arose were being directed to the proper programming team to be addressed. Team I was assigned to handle various accounts using multiple ticketing systems and in rare cases that customer contact was needed to verify sensitive information a call was made to ensure privacy. Reviewed database for daily updates regarding new loyalty programs implemented to make sure all proper membership incentives were applied without any issues. Assisted troubleshooting of issues arising from merge accounts from pre-2011 bookings. Verified database information linked properly to guests online booking information. Provided assistance to call center employees by resolving customer tickets issues related to back end processes. Show less Position required using different back end ticketing systems related to passenger online profiles to make sure all relevant information in relation to trips and island excursions were being displayed properly to guests. Troubleshooting of post merge accounts to verify that any bugs that arose were being directed to the proper programming team to be addressed. Team I was assigned to handle various accounts using multiple ticketing systems and in rare cases that customer contact was needed to… Show more Position required using different back end ticketing systems related to passenger online profiles to make sure all relevant information in relation to trips and island excursions were being displayed properly to guests. Troubleshooting of post merge accounts to verify that any bugs that arose were being directed to the proper programming team to be addressed. Team I was assigned to handle various accounts using multiple ticketing systems and in rare cases that customer contact was needed to verify sensitive information a call was made to ensure privacy. Reviewed database for daily updates regarding new loyalty programs implemented to make sure all proper membership incentives were applied without any issues. Assisted troubleshooting of issues arising from merge accounts from pre-2011 bookings. Verified database information linked properly to guests online booking information. Provided assistance to call center employees by resolving customer tickets issues related to back end processes. Show less



Fluor Corporation

• United States
• Construction
• 700 & Above Employee

• Data Entry Specialist

  • Jan 2018 - Mar 2018

  Position required assisting the Army Corps of Engineers in on-boarding subcontractors from all over the US to have them deployed to the island of Puerto Rico as required to rebuild the destroyed electrical grid. Using information provided by the various subcontractors the personnel would have their information verified as being eligible for employment on US soil, all necessary training and safety briefing would be completed and used to facilitate area assignment on the island.… Show more Position required assisting the Army Corps of Engineers in on-boarding subcontractors from all over the US to have them deployed to the island of Puerto Rico as required to rebuild the destroyed electrical grid. Using information provided by the various subcontractors the personnel would have their information verified as being eligible for employment on US soil, all necessary training and safety briefing would be completed and used to facilitate area assignment on the island. Reviewed database for daily updates to the personnel list and equipment sent via private courier. Assisted in leading Anti Terrorism and Trafficking safety briefings for all individuals being deployed. Verified personnel documents and created the necessary security badges for job site access. Maintained up to date personnel movement being deployed to the island to ensure that all job sites were properly staffed and proper personnel rotation would be done to ensure continuous work. Show less Position required assisting the Army Corps of Engineers in on-boarding subcontractors from all over the US to have them deployed to the island of Puerto Rico as required to rebuild the destroyed electrical grid. Using information provided by the various subcontractors the personnel would have their information verified as being eligible for employment on US soil, all necessary training and safety briefing would be completed and used to facilitate area assignment on the island.… Show more Position required assisting the Army Corps of Engineers in on-boarding subcontractors from all over the US to have them deployed to the island of Puerto Rico as required to rebuild the destroyed electrical grid. Using information provided by the various subcontractors the personnel would have their information verified as being eligible for employment on US soil, all necessary training and safety briefing would be completed and used to facilitate area assignment on the island. Reviewed database for daily updates to the personnel list and equipment sent via private courier. Assisted in leading Anti Terrorism and Trafficking safety briefings for all individuals being deployed. Verified personnel documents and created the necessary security badges for job site access. Maintained up to date personnel movement being deployed to the island to ensure that all job sites were properly staffed and proper personnel rotation would be done to ensure continuous work. Show less



Telcom Corporation

• United States
• Telecommunications
• 1 - 100 Employee

• Telecommunications Resource Manager

  • Aug 2017 - Jan 2018

  Position required handling daily troubleshooting of telecommunication equipment on over 200+ medical sites across the country. Involvement in telecommunication setup, planning and deployment of WiFi networks, review of technical equipment needed onsite and advising site directors on future technical requirements based on site needs. Assisted on-site staff on emergency technical outages. Reviewed technical needs on a monthly basis based on site growth and business needs. Position required handling daily troubleshooting of telecommunication equipment on over 200+ medical sites across the country. Involvement in telecommunication setup, planning and deployment of WiFi networks, review of technical equipment needed onsite and advising site directors on future technical requirements based on site needs. Assisted on-site staff on emergency technical outages. Reviewed technical needs on a monthly basis based on site growth and business needs.



Lennar

• United States
• Real Estate
• 700 & Above Employee

• Sharepoint Developer

  • Feb 2017 - May 2017

  Position as a SharePoint ADministrator/Engineer involves assisting the various departments with the implementation and deployment of a new company wide internal SharePoint portal. Technical support was given online and over the phone to numerous users of different departments and office locations. Extent of support involves syncing, web parts, domain issues, workflows, editing techniques and best practices among others. Set up multiple users team site functions. Trained all department… Show more Position as a SharePoint ADministrator/Engineer involves assisting the various departments with the implementation and deployment of a new company wide internal SharePoint portal. Technical support was given online and over the phone to numerous users of different departments and office locations. Extent of support involves syncing, web parts, domain issues, workflows, editing techniques and best practices among others. Set up multiple users team site functions. Trained all department heads on editing basic functions. Trained all new users on portal navigation and Office 365 login sequence. Edited various Web Parts throughout the site. Creation, customization and development of SharePoint Sites and Subsites. Created training materials for future reference. Show less Position as a SharePoint ADministrator/Engineer involves assisting the various departments with the implementation and deployment of a new company wide internal SharePoint portal. Technical support was given online and over the phone to numerous users of different departments and office locations. Extent of support involves syncing, web parts, domain issues, workflows, editing techniques and best practices among others. Set up multiple users team site functions. Trained all department… Show more Position as a SharePoint ADministrator/Engineer involves assisting the various departments with the implementation and deployment of a new company wide internal SharePoint portal. Technical support was given online and over the phone to numerous users of different departments and office locations. Extent of support involves syncing, web parts, domain issues, workflows, editing techniques and best practices among others. Set up multiple users team site functions. Trained all department heads on editing basic functions. Trained all new users on portal navigation and Office 365 login sequence. Edited various Web Parts throughout the site. Creation, customization and development of SharePoint Sites and Subsites. Created training materials for future reference. Show less



Microsoft

• United States
• Software Development
• 200 - 300 Employee

• Sharepoint Administrator

  • Apr 2014 - Apr 2016

  Position as a SharePoint Admin involves assisting small and large corporations with resolving issues arising while the use of OneDrive for Business and/or SharePoint Online software. Technical support was given online and over the phone to a variety of IT directors and Account Administrators. Extent of support involves syncing, web parts, domain issues, workflows, general information on software capabilities and best practices among others. Support given to OneDrive for Business users as a… Show more Position as a SharePoint Admin involves assisting small and large corporations with resolving issues arising while the use of OneDrive for Business and/or SharePoint Online software. Technical support was given online and over the phone to a variety of IT directors and Account Administrators. Extent of support involves syncing, web parts, domain issues, workflows, general information on software capabilities and best practices among others. Support given to OneDrive for Business users as a member of the only support department that serves cases from Europe, Canada and United States. Handling of cases from creation to completion on a variety of supported desktop platforms and also include mobile apps. Developed workflows for use in SharePoint Online. Routinely did troubleshooting on Windows Server 2012 R2 for file sharing using OneDrive for Business. Guided customers on updating SharePoint 2010 to 2013 and explaining differences and new features. Show less Position as a SharePoint Admin involves assisting small and large corporations with resolving issues arising while the use of OneDrive for Business and/or SharePoint Online software. Technical support was given online and over the phone to a variety of IT directors and Account Administrators. Extent of support involves syncing, web parts, domain issues, workflows, general information on software capabilities and best practices among others. Support given to OneDrive for Business users as a… Show more Position as a SharePoint Admin involves assisting small and large corporations with resolving issues arising while the use of OneDrive for Business and/or SharePoint Online software. Technical support was given online and over the phone to a variety of IT directors and Account Administrators. Extent of support involves syncing, web parts, domain issues, workflows, general information on software capabilities and best practices among others. Support given to OneDrive for Business users as a member of the only support department that serves cases from Europe, Canada and United States. Handling of cases from creation to completion on a variety of supported desktop platforms and also include mobile apps. Developed workflows for use in SharePoint Online. Routinely did troubleshooting on Windows Server 2012 R2 for file sharing using OneDrive for Business. Guided customers on updating SharePoint 2010 to 2013 and explaining differences and new features. Show less



United States Air Force

• United States
• Defense and Space Manufacturing
• 700 & Above Employee

• Airman First Class

  • Dec 2012 - Jan 2014

  Honorably discharged with 13 months of active service. By achieving the rank of Airman First Class in the US Air Force I help lead a 20 person flight focusing on professional development, training and safety. Co-Supervised the maintenance and operation of housing at Command Quarters. Assigned as Assistant Flight Leader during first week of training and led team to first place honors in flight readiness exercises. Participated in mentoring workshops for airmen transitioning back into the… Show more Honorably discharged with 13 months of active service. By achieving the rank of Airman First Class in the US Air Force I help lead a 20 person flight focusing on professional development, training and safety. Co-Supervised the maintenance and operation of housing at Command Quarters. Assigned as Assistant Flight Leader during first week of training and led team to first place honors in flight readiness exercises. Participated in mentoring workshops for airmen transitioning back into the civilian workplace. Recognized by flight commander as a mentor to fellow Airmen and as a valuable bridge between chain of command and other flight members. Show less Honorably discharged with 13 months of active service. By achieving the rank of Airman First Class in the US Air Force I help lead a 20 person flight focusing on professional development, training and safety. Co-Supervised the maintenance and operation of housing at Command Quarters. Assigned as Assistant Flight Leader during first week of training and led team to first place honors in flight readiness exercises. Participated in mentoring workshops for airmen transitioning back into the… Show more Honorably discharged with 13 months of active service. By achieving the rank of Airman First Class in the US Air Force I help lead a 20 person flight focusing on professional development, training and safety. Co-Supervised the maintenance and operation of housing at Command Quarters. Assigned as Assistant Flight Leader during first week of training and led team to first place honors in flight readiness exercises. Participated in mentoring workshops for airmen transitioning back into the civilian workplace. Recognized by flight commander as a mentor to fellow Airmen and as a valuable bridge between chain of command and other flight members. Show less



Health Formula Inc

• United States
• Manufacturing
• 1 - 100 Employee

• Customer Service Representative – Health Formula

  • Mar 2012 - Nov 2012

  Position as Customer Service Representative required helping customers with their accounts over the phone and providing assistance in creating product orders, modifying and cancelling membership accounts. Also position required help is given in Spanish and English thru our email and live chat venues available to all customers with access to the company’s product websites. Duties included: Assisting customers with shipping information and delivery dates. General duties also included… Show more Position as Customer Service Representative required helping customers with their accounts over the phone and providing assistance in creating product orders, modifying and cancelling membership accounts. Also position required help is given in Spanish and English thru our email and live chat venues available to all customers with access to the company’s product websites. Duties included: Assisting customers with shipping information and delivery dates. General duties also included referring the right product to customers who desired specific results regarding the company’s many products which ranged from health supplements and beauty products. Show less Position as Customer Service Representative required helping customers with their accounts over the phone and providing assistance in creating product orders, modifying and cancelling membership accounts. Also position required help is given in Spanish and English thru our email and live chat venues available to all customers with access to the company’s product websites. Duties included: Assisting customers with shipping information and delivery dates. General duties also included… Show more Position as Customer Service Representative required helping customers with their accounts over the phone and providing assistance in creating product orders, modifying and cancelling membership accounts. Also position required help is given in Spanish and English thru our email and live chat venues available to all customers with access to the company’s product websites. Duties included: Assisting customers with shipping information and delivery dates. General duties also included referring the right product to customers who desired specific results regarding the company’s many products which ranged from health supplements and beauty products. Show less



CBS Interactive

• United States
• Online Audio and Video Media
• 700 & Above Employee

• Online Content Manager

  • Mar 2011 - Feb 2012

  CBS Interactive - 3/11 thru 2/12 Position as Online Content Manager requires moderating online users with profiles associated with CBSsports.com. All moderation was conducted with CRM tools designed specifically for all users which included the fantasy users, blog and general visitors to the site. Duties included: Managing the Help Desk for online users. Moderation of blog submittals, comments on general stories, troubleshooting for website bugs and running CBS sports sponsored sport… Show more CBS Interactive - 3/11 thru 2/12 Position as Online Content Manager requires moderating online users with profiles associated with CBSsports.com. All moderation was conducted with CRM tools designed specifically for all users which included the fantasy users, blog and general visitors to the site. Duties included: Managing the Help Desk for online users. Moderation of blog submittals, comments on general stories, troubleshooting for website bugs and running CBS sports sponsored sport chats. Show less CBS Interactive - 3/11 thru 2/12 Position as Online Content Manager requires moderating online users with profiles associated with CBSsports.com. All moderation was conducted with CRM tools designed specifically for all users which included the fantasy users, blog and general visitors to the site. Duties included: Managing the Help Desk for online users. Moderation of blog submittals, comments on general stories, troubleshooting for website bugs and running CBS sports sponsored sport… Show more CBS Interactive - 3/11 thru 2/12 Position as Online Content Manager requires moderating online users with profiles associated with CBSsports.com. All moderation was conducted with CRM tools designed specifically for all users which included the fantasy users, blog and general visitors to the site. Duties included: Managing the Help Desk for online users. Moderation of blog submittals, comments on general stories, troubleshooting for website bugs and running CBS sports sponsored sport chats. Show less



PCCW Teleservices

• Telecommunications
• 1 - 100 Employee

• Business Development Rep

  • Jul 2010 - Mar 2011

  Influent Panama - 7/10 thru 3/11 Position as Business Development Representative required contacting high level position executives within companies to introduce the company and to set up appointments for senior members of the Corporate Sales Team which included the CEO of the company and various Vice Presidents from Influents Corporate headquarters. Duties included: Preparation of Corporate Overviews for prospects and updates for current clients. Manipulation of CRM tools to help… Show more Influent Panama - 7/10 thru 3/11 Position as Business Development Representative required contacting high level position executives within companies to introduce the company and to set up appointments for senior members of the Corporate Sales Team which included the CEO of the company and various Vice Presidents from Influents Corporate headquarters. Duties included: Preparation of Corporate Overviews for prospects and updates for current clients. Manipulation of CRM tools to help develop lists of potential clients in various market sectors. Show less Influent Panama - 7/10 thru 3/11 Position as Business Development Representative required contacting high level position executives within companies to introduce the company and to set up appointments for senior members of the Corporate Sales Team which included the CEO of the company and various Vice Presidents from Influents Corporate headquarters. Duties included: Preparation of Corporate Overviews for prospects and updates for current clients. Manipulation of CRM tools to help… Show more Influent Panama - 7/10 thru 3/11 Position as Business Development Representative required contacting high level position executives within companies to introduce the company and to set up appointments for senior members of the Corporate Sales Team which included the CEO of the company and various Vice Presidents from Influents Corporate headquarters. Duties included: Preparation of Corporate Overviews for prospects and updates for current clients. Manipulation of CRM tools to help develop lists of potential clients in various market sectors. Show less