Experience

EMPIST

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Desk Engineer

  • Nov 2022 - Present



Microsoft

• United States
• Software Development
• 700 & Above Employee

• Concierge Ambassador

  • Apr 2022 - Nov 2022

  Addressing small business and individual customer needs per their business subscription through break/fix services or billing services • Troubleshooting cases through PowerShell, be this issues: queries, synchronizations, or editing/creating/removing attributes. • Mentoring new teams and new employees joining the Concierge Team • Escalating issues as needed or redirecting as needed • Handling issues pertaining to Office products for things like: mail services not working through ODA/OWA, retention policies not applying, backing up Outlook profiles or assisting with migrating profiles, and virtually anything in the Office/Microsoft array • Utilized the vast online public knowledge base of Microsoft documents for further troubleshooting and identifying root of issue



USAA

• United States
• Financial Services
• 700 & Above Employee

• Level 2 Service Desk Analyst

  • Mar 2021 - Mar 2022

  Acquiring escalations from the level one help desk team • Assisting in replacing hardware • Checking for system corruption • Managing and identifying major incidents across the enterprise • Working with level three teams if need be • Pushing system updates and new software • Acting as root cause analysis • Checking virtual machine health as well as server health for possible service degradation • Implementing unorthodox solutions in relevance to the provided KB system utilized by USAA