Experience

Provalus

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• Support Team Lead

  • May 2020 - Present

  • Provide technical oversight and daily management of the IT Help Desk for a professional sports organization • Engage in daily, weekly and Bi-Weekly Meetings with both Provalus management and Client IT Leadership to give and receive feedback, make needed adjustments, and provide status updates • Assist agents with creating Individual Development Plans and provide encouragement for follow-through • Created, Planned, and Presented training classes on Customer Service and… Show more • Provide technical oversight and daily management of the IT Help Desk for a professional sports organization • Engage in daily, weekly and Bi-Weekly Meetings with both Provalus management and Client IT Leadership to give and receive feedback, make needed adjustments, and provide status updates • Assist agents with creating Individual Development Plans and provide encouragement for follow-through • Created, Planned, and Presented training classes on Customer Service and Troubleshooting • Provide call coaching and spontaneous training for agents to enhance knowledge and skill levels • Maintain Knowledge Base and Created new Routing Document to assist with troubleshooting and escalation direction • Monitor team metrics and document for presentation to management and client • Act as a liaison between the client, Provalus, and help desk agents to bridge gaps and achieve positive results • Promote professionalism and challenge agents to improve in both verbal and written communications Show less • Provide technical oversight and daily management of the IT Help Desk for a professional sports organization • Engage in daily, weekly and Bi-Weekly Meetings with both Provalus management and Client IT Leadership to give and receive feedback, make needed adjustments, and provide status updates • Assist agents with creating Individual Development Plans and provide encouragement for follow-through • Created, Planned, and Presented training classes on Customer Service and… Show more • Provide technical oversight and daily management of the IT Help Desk for a professional sports organization • Engage in daily, weekly and Bi-Weekly Meetings with both Provalus management and Client IT Leadership to give and receive feedback, make needed adjustments, and provide status updates • Assist agents with creating Individual Development Plans and provide encouragement for follow-through • Created, Planned, and Presented training classes on Customer Service and Troubleshooting • Provide call coaching and spontaneous training for agents to enhance knowledge and skill levels • Maintain Knowledge Base and Created new Routing Document to assist with troubleshooting and escalation direction • Monitor team metrics and document for presentation to management and client • Act as a liaison between the client, Provalus, and help desk agents to bridge gaps and achieve positive results • Promote professionalism and challenge agents to improve in both verbal and written communications Show less



E.J. Ward, Inc.

• United States
• Oil and Gas
• 1 - 100 Employee

• Technical Support Specialist

  • May 2018 - Apr 2020

  • Provide technical support internally and externally by email and phone • Prioritize customer calls/service requirements appropriately • Follow up accordingly with fellow employees and customers to work towards a resolution • Maintain record of daily data communication transactions, issues, remedial action taken, and installation activities • Provide technical support internally and externally by email and phone • Prioritize customer calls/service requirements appropriately • Follow up accordingly with fellow employees and customers to work towards a resolution • Maintain record of daily data communication transactions, issues, remedial action taken, and installation activities



Inserso Corporation

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• Knowledge Management Specialist

  • Jun 2016 - Jan 2018

  • Support the online knowledge base that is being used worldwide by all military hospitals, clinics and support sites within the Army, Air Force and Navy military branches which offers medical and technical assistance. This knowledge base contains information that the Defense Health Agency (DHA) call center and local onsite technicians rely on to assist their end users in a timely fashion. • Utilize Adobe RoboHelp HTML to create, modify, maintain and publish an accurate and reliable source… Show more • Support the online knowledge base that is being used worldwide by all military hospitals, clinics and support sites within the Army, Air Force and Navy military branches which offers medical and technical assistance. This knowledge base contains information that the Defense Health Agency (DHA) call center and local onsite technicians rely on to assist their end users in a timely fashion. • Utilize Adobe RoboHelp HTML to create, modify, maintain and publish an accurate and reliable source of technical information to websites and other knowledge management sites for immediate review. These sites must at all times contain the most current information and be easily available with minimal downtime. Backups of data are also performed daily and weekly to assure this. • Collaborate with both government employees and contractors throughout all levels of management and staff to discuss their needs, perform research and deliver the tools needed to conduct better development work. These tools will cover a variety of materials including software installation, standard operating procedures, how-to guides and instruction manuals. • Analyze issues and problems systematically, gather broad input from multiple resources, draw a sound conclusion and then translate those complex concepts in layman’s language for non-technical customers so that they may make informed decisions. • Management of multiple projects which requires constant quality assurance checks to guarantee the highest level of accuracy. • Develop and implement training processes, policies and procedures for the day-to-day effective management of information.

• Enterprise Service Desk Level II Technician

  • Jun 2013 - Jun 2016

  • Provide exceptional tech support to over 80,000 medical command staff members worldwide at all levels, from the Surgeon General to the Combat Medic, in a constant evolving high-paced call center receiving over 60,000 calls a month while maintaining an Average Speed of Answer (ASA) of 30 seconds or less • Create work orders, modify and track all incidents • Utilize Windows Remote Desktop, Dameware and Bomgar software to tunnel/remote into local terminal servers and users computers in… Show more • Provide exceptional tech support to over 80,000 medical command staff members worldwide at all levels, from the Surgeon General to the Combat Medic, in a constant evolving high-paced call center receiving over 60,000 calls a month while maintaining an Average Speed of Answer (ASA) of 30 seconds or less • Create work orders, modify and track all incidents • Utilize Windows Remote Desktop, Dameware and Bomgar software to tunnel/remote into local terminal servers and users computers in order to effectively troubleshoot and diagnosis in client’s environment • Diagnose issues and keep detailed documentation, on all incidents, of work performed or method of resolution. Responsible for forwarding all out of scope tickets to the correct personnel for escalation • Perform software installs using SCCM, local and network printer installs, computer hardware diagnosis, encryption/decryption, data backup and recovery, configure CAC card access and apply pre-packaged Windows registry modifications • Educate users on Information Assurance policies/acceptable use and other technical related questions • Troubleshoot network connectivity (NIPRNET), local and network printing, smart card reader software, encryption software, and other military based software and software/websites • Execute account unlocks and password resets for multiple programs • Management of Microsoft Active Directory and Exchange to include but not limited to account creation, modification and provisioning, folder permissions, mailbox permissions and attribute changes. Creation and Modification of email address, groups, distribution lists, contact lists and account profile. • Prioritize tickets that directly impact patient care while following HIPAA regulations to prevent the compromise of private patient data • Consistently meet and exceed service level agreements (SLA) set by the US Government, including calls taken and first call resolution rates • Blackberry Enterprise Server management



Goldbelt Raven

• IT Services and IT Consulting
• 1 - 100 Employee

• Enterprise Service Desk Technician

  • Dec 2010 - Jun 2013

  • Contract position with the United States Army Medical Information Technology Center, working as an employee of the Global Service Center located on Fort Sam Houston - San Antonio, TX. GoldBelt Raven contract ended and Inserso began in 06/2013. • Contract position with the United States Army Medical Information Technology Center, working as an employee of the Global Service Center located on Fort Sam Houston - San Antonio, TX. GoldBelt Raven contract ended and Inserso began in 06/2013.



Sears

• United States
• Retail
• 700 & Above Employee

• Servicelive PC Technician

  • Oct 2009 - Dec 2010

  • Temporary position via Snelling Personnel Services; hired full time July 2010 • Managed multiple large vendor accounts such as: Sears, Assurant, OfficeMax and Conn’s in a fast paced dynamic call center environment acting as both agent and In-House Technician • Assisted with the development, revision and implementation of processes, training materials and workflows • Appointed Team Lead on proof of concept project to administer next day services nationwide • Recognized as… Show more • Temporary position via Snelling Personnel Services; hired full time July 2010 • Managed multiple large vendor accounts such as: Sears, Assurant, OfficeMax and Conn’s in a fast paced dynamic call center environment acting as both agent and In-House Technician • Assisted with the development, revision and implementation of processes, training materials and workflows • Appointed Team Lead on proof of concept project to administer next day services nationwide • Recognized as departmental MVP August 2010 as a result of proof of concept project success • Performed triage and troubleshooting to identify problem and procure parts from vendors • Utilized company’s proprietary web based Customer Relationship Management (CRM) software to dispatch, schedule and track all orders throughout full life cycle • Effectively communicated with buyers, service providers and end users by phone and email • Maintained effective results in a quota driven workplace using metrics to evaluate performance • Consistently met or exceeded service level agreements (SLA) defined by buyers • Provided prompt, accurate and respectful support while employing high degree of customer service skill and technical expertise while ensuring the highest level of customer satisfaction Show less • Temporary position via Snelling Personnel Services; hired full time July 2010 • Managed multiple large vendor accounts such as: Sears, Assurant, OfficeMax and Conn’s in a fast paced dynamic call center environment acting as both agent and In-House Technician • Assisted with the development, revision and implementation of processes, training materials and workflows • Appointed Team Lead on proof of concept project to administer next day services nationwide • Recognized as… Show more • Temporary position via Snelling Personnel Services; hired full time July 2010 • Managed multiple large vendor accounts such as: Sears, Assurant, OfficeMax and Conn’s in a fast paced dynamic call center environment acting as both agent and In-House Technician • Assisted with the development, revision and implementation of processes, training materials and workflows • Appointed Team Lead on proof of concept project to administer next day services nationwide • Recognized as departmental MVP August 2010 as a result of proof of concept project success • Performed triage and troubleshooting to identify problem and procure parts from vendors • Utilized company’s proprietary web based Customer Relationship Management (CRM) software to dispatch, schedule and track all orders throughout full life cycle • Effectively communicated with buyers, service providers and end users by phone and email • Maintained effective results in a quota driven workplace using metrics to evaluate performance • Consistently met or exceeded service level agreements (SLA) defined by buyers • Provided prompt, accurate and respectful support while employing high degree of customer service skill and technical expertise while ensuring the highest level of customer satisfaction Show less



Tejas Anesthesia, LLC

• Information Systems Manager

  • Nov 2005 - Jun 2009

  • Sole IT support for physicians group consisting of 78 anesthesiologists and 35 office workers • Converted means of schedule delivery, for physicians, to include smartphones via over the air programming (OTA) virtually eliminating unnecessary fax, email or phone calls • Reduced expenses over $35,000 annually by renegotiating contracts, cutting waste and educating myself on Nortel phone equipment which decreased the need for outsourcing • Administration of all company IT equipment… Show more • Sole IT support for physicians group consisting of 78 anesthesiologists and 35 office workers • Converted means of schedule delivery, for physicians, to include smartphones via over the air programming (OTA) virtually eliminating unnecessary fax, email or phone calls • Reduced expenses over $35,000 annually by renegotiating contracts, cutting waste and educating myself on Nortel phone equipment which decreased the need for outsourcing • Administration of all company IT equipment including: 8 servers, 42 workstations, 7 copiers, 26 printers, scanners, pagers, security cameras and Nortel telephony equipment • Management of both Microsoft Exchange server and Active Directory issues including: account lockouts, network connectivity, changes to group policies and printer/file permissions • Diplomatically communicated with users and issue resolutions in a timely manner • Maintained network passwords, data integrity and file system security following HIPAA rules • Provided technical support by phone, email and in person both onsite and at two remote offices • Created, approved and processed quotes to purchase hardware and software solutions and upgrades • Planned, scheduled and performed installation and configuration of commercial and proprietary software applications • Designed and implemented disaster recovery processes that eliminated system down time • Sustained accurate, complete and up-to-date inventory of all company IT resources • Accountable for IT budget and company’s petty cash account including distributing funds, recording purchases, retaining receipts and reconciliation of cash balance • Point of contact for building management, janitorial company, cell phone/pager representatives, company website designer and various outside vendors Show less • Sole IT support for physicians group consisting of 78 anesthesiologists and 35 office workers • Converted means of schedule delivery, for physicians, to include smartphones via over the air programming (OTA) virtually eliminating unnecessary fax, email or phone calls • Reduced expenses over $35,000 annually by renegotiating contracts, cutting waste and educating myself on Nortel phone equipment which decreased the need for outsourcing • Administration of all company IT equipment… Show more • Sole IT support for physicians group consisting of 78 anesthesiologists and 35 office workers • Converted means of schedule delivery, for physicians, to include smartphones via over the air programming (OTA) virtually eliminating unnecessary fax, email or phone calls • Reduced expenses over $35,000 annually by renegotiating contracts, cutting waste and educating myself on Nortel phone equipment which decreased the need for outsourcing • Administration of all company IT equipment including: 8 servers, 42 workstations, 7 copiers, 26 printers, scanners, pagers, security cameras and Nortel telephony equipment • Management of both Microsoft Exchange server and Active Directory issues including: account lockouts, network connectivity, changes to group policies and printer/file permissions • Diplomatically communicated with users and issue resolutions in a timely manner • Maintained network passwords, data integrity and file system security following HIPAA rules • Provided technical support by phone, email and in person both onsite and at two remote offices • Created, approved and processed quotes to purchase hardware and software solutions and upgrades • Planned, scheduled and performed installation and configuration of commercial and proprietary software applications • Designed and implemented disaster recovery processes that eliminated system down time • Sustained accurate, complete and up-to-date inventory of all company IT resources • Accountable for IT budget and company’s petty cash account including distributing funds, recording purchases, retaining receipts and reconciliation of cash balance • Point of contact for building management, janitorial company, cell phone/pager representatives, company website designer and various outside vendors Show less



Altex Electronics Sales/Tech

• Sales/Tech

  • Nov 2000 - Nov 2005

  • Analyzed customer needs to better assist in computer upgrading and network development • Maintained excellent customer service skills and a proven record as a top sales performer • Managed cashiering activities in areas of purchasing, returns and exchanges • Assisted with inventory control by performing daily physical counts of specific merchandise • Utilized communication skills to relate highly technical information to non-technical customers • Analyzed customer needs to better assist in computer upgrading and network development • Maintained excellent customer service skills and a proven record as a top sales performer • Managed cashiering activities in areas of purchasing, returns and exchanges • Assisted with inventory control by performing daily physical counts of specific merchandise • Utilized communication skills to relate highly technical information to non-technical customers



Domino's

• United States
• Restaurants
• 700 & Above Employee

• General Manager

  • 1988 - 1998