Experience

PrinterLogic

• United States
• Software Development
• 1 - 100 Employee

• Product Support Engineer II

  • Nov 2018 - Present

  ● Lead the implementation of a KCS knowledge base ● Created a new hire flow chart to be sure all items were covered during the on-boarding process/training ● Managed team/meetings/escalations when director was out of office ● Managed the implementation of a public-facing Communities page ● Managed the implementation of a chatbot on our website ● Provided analytical data on escalated cases between the tiers ● Provided analytical data on cases submitted by customers under an MSP (How many were submitted, MSP, customer, etc.) ● Provided analytical data on pre-sales cases (How many were submitted, was process followed, sales technician in charge) ● Provided analytical data for knowledge articles created and cases closed without a knowledge article attached ● Audited knowledge base articles to report if standards were followed ● Audited cases to report if standards were followed Show less



Allconnect

• United States
• Internet Publishing
• 100 - 200 Employee

• Desktop Support Technician II

  • Dec 2014 - Oct 2018

  *Created a master database of all relevant computer equipment resulting in centralization of information and knowledge of relevant equipment location. Inventoried 428 phones, 26 laptops, 13 docking stations, 93 Windows computers, and 239 Linux computers. *Provided 24x7 (on-call support) front-line solutions for employees with IT problems or questions *Began compiling a list of terms/explanations used at AllConnect that others may not know the meaning of. List currently consists of over 100 entries *Created a list of walkthroughs used to follow correct processes. *Managed Active Directory user information and password services *Managed Exchange email server prior to O365 migration *Worked on cleaning up inactive accounts in Active Directory. Went through all users, separating management from agents, recording if the password was set to expire, when it would expire, and when account was last used. This list was then passed to management for analysis. This resulted in the removal of several accounts (approximately 600) in relation to Active Directory, available numbers in the phone circuit, and other licensing software. *Managed the Newhire templates for all centers. Updated these using Excel macros to automate reports and emails. Show less



Naartjie Kids Clothing

• Retail
• 1 - 100 Employee

• Lead IT Technician

  • Mar 2014 - Dec 2014

  ● Started an inventory of all relevant computer equipment ● Provided front-line solutions for remote and local employees with IT problems or questions ● Resolved a broad spectrum of computer repair problems, from virus infections to hard drive failures ● Created new Helpdesk ticketing system ● Proactively improved store Internet speeds, or cut costs by renegotiating contracts ● Started an inventory of all relevant computer equipment ● Provided front-line solutions for remote and local employees with IT problems or questions ● Resolved a broad spectrum of computer repair problems, from virus infections to hard drive failures ● Created new Helpdesk ticketing system ● Proactively improved store Internet speeds, or cut costs by renegotiating contracts



Citywide Home Loans

• United States
• Financial Services
• 200 - 300 Employee

• IT Technician

  • Feb 2012 - Jan 2014

  ● Started an inventory of all relevant computer equipment ● Provided front-line solutions for remote and local employees with IT problems or questions ● Resolved a broad spectrum of computer repair problems, from virus infections to hard drive failures ● Proactively developed a better on-boarding system from user creation to computer imaging ● Provisioned new user accounts, including drive shares and PC configuration ● Managed Active Directory user information and password services ● Created new Helpdesk ticketing system Show less



Roseman University of Health Sciences

• United States
• Higher Education
• 200 - 300 Employee

• User Services Technician

  • Oct 2011 - Jan 2012

  ● Provided front-line solutions for students and faculty with IT problems or questions ● Resolved a broad spectrum of computer repair problems, from virus infections to hard drive failures ● Proactively serviced and maintained Xerox copiers, resulting in 20 percent less down time ● Provisioned new user accounts, including drive shares and PC configuration ● Supervised new user orientation and training resulting in a better user experience and fewer service issues ● Managed Active Directory password services Show less



A Computer Fix SLC

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

• Office Manager/Lead Technician

  • Nov 2010 - Oct 2011

  ● Efficiently resolved a wide variety of computer repair problems on a daily basis ● Revamped the office filing system with the result of 5 years of file data became easily accessible, improving system efficiency by 75 percent. ● Championed the use of better software solutions for common issues, including the use of SpinRite for hard drive crashes and Carbonite for data backup. As a result, we were able to recover more damaged hard drives and salvage more important data. ● Managed inventory and maintained invoice system ● Supervised technical staff Show less



Teleperformance, USA

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Technical Support Representative

  • Jul 2011 - Sep 2011

  ● Provided critical technical support for Verizon FiOS project, resolving voice, data, and video issues ● Provided critical technical support for Verizon FiOS project, resolving voice, data, and video issues



Utah Youth Village/Alpine Academy

• Civic and Social Organizations
• 1 - 100 Employee

• IT Specialist

  • Oct 2006 - Oct 2010

  ● Updated network computers/servers on a regular basis ● First contact for support of virus detection and protection ● Responsible for all major IT functions, including the following: IT security management, vendor relationships, technical support, procedure application and implementation, and Internet/e-mail filtering. ● Improved productivity and reduced costs by 30 percent through improved use of new technology and repair of existing technology ● Pushed for a better computer security policy and implementation Show less