Experience

Celerant Technology

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Engineer - Tier 2

  • Jan 2017 - Present

  – Answer phone calls and email inquiries from users and provide technical support/guidance to resolve issues. – Log all incidents into the department call tracking system as per departmental standards. – Assist in the creation of knowledge base articles as they pertain to the present and future environment – Escalate any possible wide spread issues to the Technical Support Manager as identified by e.g., high volume of calls pertaining to a similar issue, etc. – Support Implementation/Training Team with any customer issues.



Rainbow Apparel Co

• United States
• Retail
• 700 & Above Employee

• Intern / POS Support

  • Jan 2016 - Jan 2017

  · Log calls into the Help Desk Tracking System. · Provide first level hardware and software assistance and support to Rainbow’s retail stores. · Troubleshoot and escalate issues to second level support if unable to resolve. · Monitor open issues from tracking and e-mail systems; escalate if not resolved on a timely basis. · Monitor stores persistent connection status, troubleshoot all issues and escalate issues to Rainbow · Log calls into the Help Desk Tracking System. · Provide first level hardware and software assistance and support to Rainbow’s retail stores. · Troubleshoot and escalate issues to second level support if unable to resolve. · Monitor open issues from tracking and e-mail systems; escalate if not resolved on a timely basis. · Monitor stores persistent connection status, troubleshoot all issues and escalate issues to Rainbow



Alfred University

• Technical Consultant

  • Sep 2015 - Dec 2016

  -Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. - Walk customers through problem solving process - Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. -Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. - Walk customers through problem solving process - Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.



Alfred State - IT Technicon

• Technician

  • Jan 2015 - Jun 2015

  -Diagnose computer problems, monitor computer processing systems, install software and perform tests on computer equipment and programs. - Troubleshooting a variety of computer issues - Installing hardware and software systems -Customer Service: Take walk-ins, answers calls and remote desktop with clients. -Diagnose computer problems, monitor computer processing systems, install software and perform tests on computer equipment and programs. - Troubleshooting a variety of computer issues - Installing hardware and software systems -Customer Service: Take walk-ins, answers calls and remote desktop with clients.



Alfred State

• IT Assistant / Test Proctor

  • Oct 2013 - May 2014

  -Assisted professors with software, hardware, and virtualization needs for their classes. Help create and manage a certification center on campus to allow students and people in the community to get certified. -Supervised two Computer labs, two Blade servers and one testing center. -Managed the maintenance, updates, and errors on sixty computers, forty switches, and 30 routers. -Supported virtual machines/pods on an ESXi server and NETLab environment for teaching. -Assisted professors with software, hardware, and virtualization needs for their classes. Help create and manage a certification center on campus to allow students and people in the community to get certified. -Supervised two Computer labs, two Blade servers and one testing center. -Managed the maintenance, updates, and errors on sixty computers, forty switches, and 30 routers. -Supported virtual machines/pods on an ESXi server and NETLab environment for teaching.