Experience

Lloyd Group

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Onsite Service Desk Engineer

  • Mar 2023 - Present

  Provided advanced technical support and troubleshooting for complex IT issues, ensuring timely resolution and minimizing disruption to end-users.Effectively managed and resolved a high volume of escalated incidents, meeting or exceeding SLAs.Demonstrated deep knowledge of hardware, software, and networking components to diagnose and resolve intricate system problems.Collaborated closely with cross-functional teams, including network engineers, system administrators, and developers, to analyze and resolve complex issues.Utilized advanced diagnostic tools and methodologies to identify root causes, implement effective solutions, and prevent recurrence of incidents.Led and contributed to the creation of comprehensive technical documentation, including standard operating procedures, knowledge base articles, and troubleshooting guides.Mentored and provided guidance to junior service desk engineers, facilitating their professional growth and enhancing team performance.Maintained a high level of customer satisfaction through exceptional communication skills, empathy, and a commitment to delivering prompt and effective solutions. Show less

• Dispatch Engineer

  • Mar 2022 - Mar 2023

  Provided technical support for a variety of industries and clients including the areas of finance, law, food production and jewelry manufacturingCreated training documentation on the use and installation of industry specific software for clients and new employeesPerformed preventative maintenance, including software updates and part replacements for operating systems, and other peripheralsMonitored and tested fixes to ensure problems had been adequately resolvedFollowed up with customers and collected feedback to improve networking processes and FAQ resources Show less



AMETEK Land

• United Kingdom
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Field Service Engineer

  • Dec 2019 - Nov 2021

  Executed 92 client visits that included complex troubleshooting of unknown issues, business critical repairs, application support and training of onsite personnel Ensured that the automated opacity monitoring systems adhered to site specific EPA guidelines Identified and resolved hazards that prevented fire risks in coal pulverizing mills and biomass processes Acted as a project manager between engineers and technicians to meet the expectations of the client and follow the specifications of the system Show less



The University of Texas System

• Higher Education
• 400 - 500 Employee

• Information Services Associate

  • Jun 2019 - Nov 2019

  Provided remote and in person technical support for the UT public university system and Office of the Chancellor Created 48 troubleshooting documents on the installation of software, hardware, and network errors Trained over 100 UT System personnel on how to operate software and computer equipment Functioned as a liaison between network admins, developers, and IT technicians to install, configure, and repair hardware, software, and network bugs Provided remote and in person technical support for the UT public university system and Office of the Chancellor Created 48 troubleshooting documents on the installation of software, hardware, and network errors Trained over 100 UT System personnel on how to operate software and computer equipment Functioned as a liaison between network admins, developers, and IT technicians to install, configure, and repair hardware, software, and network bugs



Texas A&M University

• United States
• Higher Education
• 700 & Above Employee

• Undergraduate Researcher

  • Jun 2018 - Aug 2018

  Investigated the probability of forming a radiotoxic isotope in a new shielding alloy used in radiographic imaging Determined a stable decay chain that avoids or lessens the amount of alpha radiation emitted Investigated the probability of forming a radiotoxic isotope in a new shielding alloy used in radiographic imaging Determined a stable decay chain that avoids or lessens the amount of alpha radiation emitted



Texas A&M University

• United States
• Higher Education
• 700 & Above Employee

• Undergraduate Researcher

  • Oct 2015 - Oct 2016

  Constructed simulations that allowed for human-in-the-loop testing of manned missions into space Designed digital models of space habitats to be used in a virtual reality platform Tested and refined system models to provide users with a near realistic experience Constructed simulations that allowed for human-in-the-loop testing of manned missions into space Designed digital models of space habitats to be used in a virtual reality platform Tested and refined system models to provide users with a near realistic experience