Service Desk

• Jan 2023 - Present

Information Technology Service Desk 2

• Mar 2020 - Aug 2021

At ACS, Service Desk was only the tip of the Iceberg. ACS had a struggling Service Desk when I arrived, as they were a newly assembled company, and little Day 1 information about the Various Divisions and their intricacies. This was only compounded by a division that had been without support for several months. Within my first year, I had assembled 30+ Documents for our Knowledgebase, including some of the most challenging items, such as Pin Pads and ERP System, Account Creation, and any new software we had to integrate as we made Acquisitions. Most of all, though visible dedication, empathy, and a lot of site visits, I was able to bring our Western Division back into the fold, with confidence in our ticket system. This achievement took more than a normal service desk user, time after time, I would get up early or stay late to work with our admin teams to find the root cause of the issue, and how to detect it in the future to more quickly alleviate our user impact. This dedication bled over into opportunities to participate in project work such as; O365 Migration, Shoretel – MS Teams – Go to Connect, and Meraki. Show less

Service Desk 2

• Jan 2019 - Mar 2020

I started my time with Envision via Beacon Hill Staffing, working on the Service Desk. This was a somewhat uncommon environment, as I supported not only out California Office Locally, but also the remote sites in Ohio, and Florida, and the Work from home user base. These types of issues are varied between simple User Lockouts, Servers Hanging, and in need of maintenance mode. In addition I had to develop troubleshooting skills that were outside of the box to find out what causes the issue, so I may partner with the proper knowledge group (or Google) to obtain the answers to support the users. Our user base if quite varied between; PC’s, Laptops and virtual thin client box’s/virtual desktops; run via citrix. When I am not plugged away in the ticket queue, I work on a lot of process management and S.O.P.’s to make any odd or difficult job easier for the next user, and to keep a record of what happened in the event it reoccurs or an update causing other issues with a patch I put in place; we have the documentation to fall back on and not try to remember what I did 8 months prior, with needlepoint sharpness. After hours projects are something I always raise my hand for, especially when it has little to nothing to do with my areas, as some of the best knowledge that has been bestowed on me, was obtained on these after hours projects. To this note, I recently completed an over night project where we stripped and rewired our office building of its network cabling; rerunning all station cabling, and replacing out of date network switches with upgraded models. Then consoling into the switches and allowing our network guru 2000+ Miles away to remote into my machine and apply the needed config. The knowledge I gained that night’s value, far exceeded the monetary compensation, that is why my hand is always up. Show less

System Support Analyst

• Jan 2016 - Jul 2018

During my time with Recology, I completed a range of duties; including User Support, Facilities management, as well as Procurement. On the user Support side; I would be primary contact for end users needing technical support; having trouble with their day to day systems, passwords (Active Directory, JDE, AS400, WebApps), Virtual Desktop Issues, Triage and minor training and how to’s. From first call to follow-up, I owned the issues and made sure our user base was taken care of. We also picked up the Procurement process tasks such as, IT Equipment requests; from request, vendor contact, approval processing, Purchase order creation, configuration and deployment. While not on the phone or processing User Support Tickets, I am also the Cell Phone Administrator, managing ~1500 Lines across AT&T, Verizon and Sprint. I was selected as the 2017 1ST Quarter R.O.C. Star (Recology Ownership Committee) award recipient; for my Zero Usage Cell Phone Project, where by auditing out accounts I recovered significant monthly losses. Daily Tasks: • Policy/Procedure Document Drafting • Ticket Processing • Equipment management. • Trend Analysis • Printer Fleet Management • Purchase Order management • Cell Phone Management Show less

Help Desk Specialist

• Apr 2015 - Jan 2016

Triage incoming calls, assisting in resolution by gathering information for the next tech, to ensure they are able to review my tickets and move on a tion as opposed to exchanging questions back and forth. Triage incoming calls, assisting in resolution by gathering information for the next tech, to ensure they are able to review my tickets and move on a tion as opposed to exchanging questions back and forth.

Help Desk

• Aug 2014 - Mar 2015

My time with Blue Shield of California has been a contract position with Kforce Staffing. During my time at Blue Shield I worked on the internal service desk. We would do a wide array of tasks every day, depending on the current needs of the ever-filling queue. We worked, both off of a self-service and phone ticket queue where we would diagnose hardware and software issues over the phone, or by remotely logging into the clients computer. Following diagnosis, we would then route the ticket over to the corresponding support team, and take ownership throughout the life of the ticket to ensure the client gets the support they need. On an average day: • 30-50 Calls and or tickets. • 10-15 Requests filled; via service catalog system. Ranging from Exchange and Active Directory to vpn troubleshooting. • Contact, and work hand in hand, with our internal specialty support teams • Setup and Training of new employees. Show less

Help Desk Support

• Apr 2014 - Aug 2014

My time with Pacific Ethanol has been a contract position with Robert Half Technologies. While on assignment I assisted 4 Ethanol Plants remotely, along with the Sacramento office locally. We would deploy new computers, set up new users, and troubleshooting everything from Cell phones and Computers, to minor server work, and that stubborn TV in the conference room. Anything technology related, I would be the first point of contact for troubleshooting. We worked both locally and occasionally we would travel out to the plants for technology deployments, and to let them know we are paying attention to them, and they aren’t being swept under the rug. During the time between calls and while I was not hard at work resolving systems issues, or preemptive upgrades, I would write how to articles for the company, detailing the proper way to add a user, or add a printer, things of that nature; in hopes of reducing the call flow and need. On an average day: • 10-15 Calls • 10-15 Additional Remote sessions, via ticketing system • Work on a how to document. • Locate and install various drivers for the machines • Call customer support for various call phones or printers • Contact, and work hand in hand, with our outside support team • Locate specialty peripherals for employees Show less

Tier 2 Technical support

• 2012 - 2013

With Alldata I would answer incoming escalated calls from Tier 1, or overflow if level 1 was busy, issues ranging from Internet Configuration issues, to strip and reinstalls of our software and SQL databases. Once the phone lines were clear, we would assist in writing documents for future agents to use in troubleshooting common issues. We would meet every 2 weeks to discuss the next items for the coming weeks, assign projects to various team members, based on their strengths. We were also in charge of monitoring all inboxes; email, voicemail and dropped off tickets. (Sent to level 2 but disconnected while on hold) On an average day: • 35-45 Calls • 20 Remote Sessions • Communicate and support peers, and lower level agents via chat. • Working on Documents for the knowledge base • Monitor Call Logs, voicemail, and follow-up open tickets. Show less

Tier 1 Technical Support

• Nov 2008 - May 2011

With Volt, I worked under 2 different contracts. First was with the iPod Dept. I would take incoming calls from Apple Customers, at a Tier 1 level, assisting them with their issues both with the hardware, and the software. (iTunes, or Windows Diagnosis using MAC Machines). Afterward I went to the Desktop/Portables department; this is where all of the basic calls with your Hardware, or Operating system issues came. We often would isolate an issue to being a more specific issue, for example, the issue is your iApps program, let me get you to our iApps department, so we can have someone with customized skills assist. While with Apple I cross trained into their iApps, Wireless Multimedia, and Agreement Administration departments. On an average day: • 45-50 Calls per day • 1 Upsell of AppleCare, or other product. • 5 Escalations/ 5 Transfers. • Monitoring of Average handle time and Queue wait times • Researching orders, and repairs. • Extensive access to Knowledge Base and Goggle. Show less