Senior Information Technology Client Support Analyst

• Dec 2022 - Present

IT Support in the School of Nursing: Work independently to roll out new computer hardware and software and maintain existing hardware and software. New user liaison and provide general technical computer services to faculty, staff, and students in the School of Nursing. IT Support in the School of Nursing: Work independently to roll out new computer hardware and software and maintain existing hardware and software. New user liaison and provide general technical computer services to faculty, staff, and students in the School of Nursing.

Musical Director

• Oct 2015 - Present

Direct rehearsals, consult on musical direction, arrange charts and perform alto saxophone. Recent performances include the 2022 New Orleans Jazz & Heritage Festival at the Cultural Exchange Pavilion and numerous other events in the New Orleans area and surrounding region. Direct rehearsals, consult on musical direction, arrange charts and perform alto saxophone. Recent performances include the 2022 New Orleans Jazz & Heritage Festival at the Cultural Exchange Pavilion and numerous other events in the New Orleans area and surrounding region.

Help Desk Technician

• May 2017 - Nov 2022

As a Help Desk Tier 2 Technician, I am ensuring end-to-end smooth running of systems by delivering technical support to users of browser-based CAREWare applications from all 50 United States, including territories. I am troubleshooting connectivity to browser-based CAREWare software as well as analyzed and resolved network, firewall, and TLS certificate issues with excellent communication standards using MS SQL Server Management Studio. I am identifying and addressing tier 2 technical issues, such as database connectivity/security issues with two-factor authentication, database backups, and restores. My Key Accomplishments • Enhanced personal metrics for ticket closures, ticket participation, and time to closure by 10% points each after transferring to new ticketing platform (HappyFox). • Achieved maximum client satisfaction by providing excellent customer service and managing daily phone calls and emails from all 50 states and additional US territories. • Contributed to the planning and successful transformation from desktop client software architecture to browser-based and cloud software application architecture nationwide.

Associate System Engineer

• Aug 2016 - Dec 2016

As an associate Systems Engineer, I have supported and maintained computers and networks by providing technical support to law firm, Barrasso, Usdin, Kupperman, Freeman, Sarver, and LLC. I have performed patching and troubleshooting of workstations using Kaseya Activenet Managed Services. My Key Accomplishments • Developed and maintained SonicWall firewall and backups with Veeam and Acronis. • Shipped more than 10 laptop systems daily while communicating with Hancock Whitney bank client.

Desktop Support Technician

• Jul 2015 - Aug 2016

Interpreter

• Oct 2010 - Jul 2015

Program Director

• Sep 2013 - Jul 2014

Technology Manager

• Jan 2013 - Sep 2013

Case Manager

• Feb 2010 - May 2011

Paralegal

• Mar 2006 - Oct 2009