Experience

Retirement Clearinghouse

• United States
• Financial Services
• 1 - 100 Employee

• Helpdesk Support Lead

  • Mar 2022 - Present

  Responsible for providing leadership and guidance to the helpdesk support team in accordance with direction from management, in addition to providing technical assistance and support related to computer systems, hardware, and software, and will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.• Act as the central communication point of escalation for HelpDesk requests .• Mentor and develop team members.• Develop technical solutions • Successfully run a project from start to finish.• Improve and optimize efficiency amongst team processes and procedures.• Manage Day to Day operations of team and delegate tasks to team members.• Monitor the helpdesk ticket portal and effectively communicate progress on projects and tickets.• Track inventory of user hardware.• Create and manage both intra and inter teamwork processes that will boost the level of productivity, enhance excellence in communication and monitor the level of service delivery to determine areas of lapses.• Assist with developing accurate Service Level Agreements (SLA)s and ensure requirements are being met.• Review user feedback to make recommendations and improvements • Create meaningful documentation of processes and procedures

• Help Desk Desktop Support

  • Dec 2019 - Mar 2022

  Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.Respond to queries either in person or via phone.Maintain daily performance of computer systems.Ask questions to determine nature of problem.Assist users through the problem-solving process.Install, modify, and repair computer hardware and software.Clean up computers and computer software.Run diagnostic programs to identify and resolve problems.Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), Wi-Fi, and other systems.Install computer peripherals for users.Follow up with users to ensure issue has been resolved.Gain feedback from users about computer usage.Run reports to determine malfunctions that continue to occur.Consult and collaborate with Systems Administrator to resolve issues quickly and efficiently, when needed.Perform other duties and participate in special projects as assigned.



Elite Comfort Solutions LLC

• United States
• 200 - 300 Employee

• Application Support Team Lead

  • Dec 2018 - Dec 2019

  • Manage phone, email, and live chat for Microsoft Dynamics 365.• Troubleshoot and resolves application defects. Work with team to provide break/fix, defects, upgrade application solutions.• Provides in-depth knowledge of application and system design of Microsoft Dynamics 365.• Manages customer request for software changes and updates, orchestrate change advisory board weekly meeting.• Serves as interface between team members and vendor support to ensure that issues are documented classified and escalated appropriately if necessary.• Establishes parameters for, and monitors work quality and performance metrics. Incident management system admin, Dynamics 365.



Duke Energy Corporation

• United States
• Utilities
• 700 & Above Employee

• Enterprise Consultant

  • Aug 2018 - Dec 2018

  • Primarily responsible for providing basic to intermediate technology support of systems and services as directed.• Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; worked in group problem solving situations; uses reason even when dealing with complex topics.• Receives, analyzes and responds to end user requests for technical support related to the systems. Performs preventive and corrective maintenance of systems and components.• Strong communication skills while dealing with people that are in a stressful state. Understanding the importance of Customer Service.• Troubleshoots systems, subsystems and components for failures or failure to perform as designed.• Integration and upgrade tasks associated with the overall Information Technology (IT) department mission



SC Department of Health and Human Services

• United States
• Government Administration
• 300 - 400 Employee

• IT Specialist

  • Jun 2017 - Aug 2018

  • Provide a high level of quality based customer service• Creating and managing Service Requests and Incidents through a ticketing system• Answering Inbound Service Calls and to ensure minimal abandoned calls• Administration of the Ticketing System• Basic Troubleshooting and Administration of Windows based applications, Operating Systems (Desktop and Server) and Server Roles (AD DS, DHCP, DNS, DFS, Print Server, File Server) Computer imaging/build outs, Field Services Duties as Assigned• Expertise with implementation, migration, and administration of Microsoft Office 365, Outlook OWA, Outlook Client and Office Suite.• Extensive knowledge on PowerShell scripting, Expertise in SQLand PL/SQL programming -Functions, Stored Procedures and Triggers.



Unitrends

• Software Development
• 100 - 200 Employee

• Online Community Engineer

  • Feb 2016 - Mar 2017

  • Plan and execute community projects, including online/offline large scale events/promotions• Set up and use the best support systems to effectively, and expeditiously manage all online community support needs.• Create and enact community best practices, guidelines, and standards across all unitrends social channels.• Use data analytics to build a scalable world class customer support experience for podcasters and consumer brands.• Establish community advocacy and engagement processes and actively communicate with product team to increase user activity and happiness.• Generate meaningful/constructive reports on community sentiment and reactions and provide feedback to the community.• Plan and execute community projects, including online/offline large scale events/promotions• Strategize to remove blockers, address inefficiencies, and ensure timely resolution of escalated issues.• Other duties as assigned



Toyota Motor Corporation

• Motor Vehicle Manufacturing
• 700 & Above Employee

• Information Technology Technical Lead

  • May 2013 - Feb 2016

  • Plan and execute community projects, including online/offline large scale events/promotions• Set up and use the best support systems to effectively, and expeditiously manage all online community support needs.• Create and enact community best practices, guidelines, and standards across all unitrends social channels.• Use data analytics to build a scalable world class customer support experience for podcasters and consumer brands.• Establish community advocacy and engagement processes and actively communicate with product team to increase user activity and happiness.• Generate meaningful/constructive reports on community sentiment and reactions and provide feedback to the community.• Plan and execute community projects, including online/offline large scale events/promotions• Strategize to remove blockers, address inefficiencies, and ensure timely resolution of escalated issues.