• Mar 2022 - Present

Develops a comprehensive understanding of the applications and infrastructure within the eCommerce environment andhow they impact employees or members. Stays informed of production changes to determine the impact of alerts, applications or device functionality. Troubleshoots, reproduces, and documents issues and other pertinent information in a ticketing/tracking system. Uses technical writing skills to create and maintain Knowledge Base articles. Handles ticketing queues and determines business impact according to ITIL Incident Management guidelines. Participates in the ongoing process of investigating, troubleshooting, and providing resolution to technical issues during extended shift hours in a 24x7x365 environment. Show less

• Feb 2021 - Mar 2022

Evaluates, troubleshoots and solves end users’ IT system issues via thorough first-level IT technical support. Provides detailed documentation of system issues, troubleshooting steps and associated pertinent information in a ticketing/tracking system. Leverages a wide variety of available tools and resources in an effort to resolve system issues.

• Sep 2017 - Feb 2021

• Oct 2015 - Sep 2017

• Jun 2010 - Oct 2015

IT Consultant

• Mar 2008 - Oct 2019

Managed a network of windows computers for an audiologist. Main point of contact for troubleshooting all technical issues. Configured devices with software for the programming of hearing aids. Managed a network of windows computers for an audiologist. Main point of contact for troubleshooting all technical issues. Configured devices with software for the programming of hearing aids.