Experience

Clare Computer Solutions

• United States
• Computer and Network Security
• 1 - 100 Employee

• Remote Support Engineer III

  • Mar 2023 - Present

• Help Desk Manager

  • Oct 2022 - May 2023



Varsity Technologies

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

• Service Desk Manager

  • Feb 2017 - Jun 2022



Insight Global

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Tech Cafe Specialist

  • Jan 2016 - Jan 2017



Apex Systems

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Consultant

  • Jul 2015 - May 2016

  - Assist with managing user accounts in Active Directory. - Create and configure telephone extensions and voicemail boxes for new users. - Assist users with logging into and configuring their VPN client on MAC and PC. - Assist users with troubleshooting all issues regarding Microsoft Office Products. - Assist with exchange mailbox management and migration from Exchange 2013 to Office 365. - Performed remote analysis and diagnosis of customer issues and recommend and/or implemented corrective solutions. - Provided backup phone/case/voicemail support for Customer Service volume when necessary. - Maintained a customer satisfaction rate of 97%. Show less



ESET

• Customer Support Agent 2

  • Jan 2014 - May 2014

  - Answered and addressed all incoming support calls from customers; both internal and external. - Answered and addressed incoming web chats, emails and voicemails from customers. - Ensured complete resolution of issue(s) in order to prevent customers having to call back. - Assisted customers with basic program setup and administrative issues. - Effectively troubleshot, resolve and properly document support calls and cases. - Worked closely with other departments to resolve outstanding issues. - Assisted in documenting solutions for our Knowledgebase for training and information purposes. - Performed remote analysis and diagnosis of customer issues and recommend and/or implemented corrective solutions. - Provided backup phone/case/voicemail support for Customer Service volume when necessary. Show less



APEX Systems Inc.

• Tier 3 Customer Service Rep

  • Jun 2013 - Dec 2013

  - Provided first call solutions to end users, via telephone and remote administration. - Assisted in the creation and management of user accounts. - Utilized BMC Remedy to create, monitor, and track Incident tickets to provide customers with prompt and accurate information and incident resolutions. - Provide on the job training to new analyst as needed. - Provided first call solutions to end users, via telephone and remote administration. - Assisted in the creation and management of user accounts. - Utilized BMC Remedy to create, monitor, and track Incident tickets to provide customers with prompt and accurate information and incident resolutions. - Provide on the job training to new analyst as needed.



Marine Corps Recruiting

• Armed Forces
• 700 & Above Employee

• Data network supervisor

  • Aug 2009 - Jun 2013

  - Assisted in the design, installation, and maintenance of a Wide Area Network (WAN) and Local Area Network (LAN) to support over 1000 users.- Oversaw the Establishment of a fully-functional Enterprise Level Network.- Successfully implemented a Solar winds server, which decreased network outages by 70%.- Upgraded Enterprise Level Network infrastructure, to include hardware and firmware upgrades.- Implemented port-security and MAC address filtering to increase overall network security.- Configured and maintained the Deployed Security Interdiction Device (DSID) to add a layer of security to our network.- Lead a team of over 30 people to provide network resources to over 1,000 end users.- Utilizing the Support Wide Area Network (SWAN), provided network resources as well as reach back capabilities to end users in the field.- Provided daily reports to supervisors regarding network status, bandwidth utilization, and overall security of the network. Show less

• Systems administrator

  • Aug 2009 - Jun 2013

  - Led virtual server farm conversion project, to provide shared resources to end users.- Configured multiple Windows 2008 R2 servers to provide network resources to end users while conforming to DISA security standards.- Developed and implemented multiple scripts and batch files to assist in remote administration of computer systems, account creation, and network security.- Created and implemented a standard operating procedure for running Helpdesk functions, resulting in trouble ticket resolution time being reduced by 50%.- Assisted users with troubleshooting issues regarding PKI, account creation/management, Outlook (including Web Access), mapping share drives, and sharing files.- Provided Layer 2 connectivity to end users as well as maintaining Layer 3 connectivity to our ISP.- Provided training to over 2000 end users on security best practices and simple computer tasks.- Mastered the use of open and close ended questions to efficiently identify underlying problems and apply the appropriate solution. Show less

• Alternate security manager

  • Mar 2010 - Jul 2012

  - Maintained accountability of over 300 pieces of classified material with 0 discrepancies.- Destroyed over 100 pieces of classified material in accordance with SECNAV 5510.36- Provided training and gave security briefs for Operational and Informational Security.- Maintained accountability and provided training for Currier cards in accordance with MWCS-18 SOP.- Prepared classified material for transportation to Local Elements in support operational requirements.- Accounted for over 250 Marines in JPAS and ensured security clearances were upto date. Show less