Helpdesk Analyst

• 2017 - Present

Responsible for remote support in an environment composed of 90% Client based PC and 10% Apple workstations and various client-specific business applications. Responsible for assisting and senior-level client staff and their employees for over 200 businesses. Resolve routine issues (i.e. software break fixes, domain account administration, workstation remediation, malware removal, VPN connection and terminal server login issues) and troubleshoot to determine the presence of wider networking issues. Where required, escalate issues to and collaborate with network and software development teams for advanced technical solutions. Work on a wide variety of problems ranging from Level 1 issues (locked accounts, password resets, basic OS troubleshooting, etc.) to Level 3 issues (Windows server maintenance & troubleshooting, firewall maintenance & troubleshooting, troubleshooting LAN/WLAN/WAN technologies, working with in-house and hosted exchange environments, working onsite on special projects and infrastructure upgrades, etc.).Key Projects/Clients:─ Insurance Service Agency: Work directly with C-level executives and director of operations; assisted staff through their transition to remote work. Coordinate with software vendor to troubleshoot essential industry-specific applications.─ Cybersecurity & Information Recruitment Firm: Support leadership team and office staff to facilitate seamless hardware upgrade rollouts. Work within customer’s hosted exchange environment to confirm all mailbox content and settings propagate unimpaired to new systems added to the network.─ Biopharmaceutical Industry Leader: Provide device assistance to over 700 remote employees operating in remote environments. Monitor tablet data usage to avoid cellular service throttling in the field. Coordinate with staff and software vendors to troubleshoot issues with the various applications used by this publicly traded company.

Marketing Associate

• 2016 - 2017

Saberpoint is a consulting company that provides full-spectrum business technology services. Facilitated the senior leadership team by delivering executive-level marketing research and managing email marketing campaigns to generate sales leads. Supervised process from business development through proposal development and led outreach calls to prospective customer executive staff members.Key Accomplishments and Responsibilities:─ Directed marketing outreach for AT&T/SAP enterprise business solutions─ Improved open rates by 20% and response rates by 10%─ Updated and maintained online marketing portals to grow Saberpoint’s online presence─ Conducted lead generation for parent company Arjay Telecommunications to increase wireless sales in retail outlets

Manager

• 2012 - 2016