Experience

Tecology, Inc.
• United States
• IT Services and IT Consulting
• 1 - 100 Employee
• Technical Support Specialist

  • Dec 2018 - Present


Wynn Las Vegas

• United States
• Hospitality
• 700 & Above Employee

• IT Helpdesk Analyst

  • Jun 2014 - Oct 2018

   Won STARS award for bringing down response times and increasing issue resolution  Managed tickets for Helpdesk Support team through Altiris  Managed User Directories as well as Computer Directories through Active Directory  Expanded and create documentation for enterprise-level hospitality software (IGT, Micros)  Won STARS award for bringing down response times and increasing issue resolution  Managed tickets for Helpdesk Support team through Altiris  Managed User Directories as well as Computer Directories through Active Directory  Expanded and create documentation for enterprise-level hospitality software (IGT, Micros)



Boyd Gaming

• United States
• Gambling Facilities and Casinos
• 700 & Above Employee

• Technical Support Technician

  • Jul 2012 - Jun 2014

   Provide Technical Support to End Users of Company Programs  Logged tickets and work with SDE Ticketing System  Worked with other Analysts to Identify Issues  Monitor Network Health of Several Casino Properties in and out of State  Monitor Ticket History and Reoccurring Problems and Escalate as Needed  Remote into User's Systems to Troubleshoot Issues  Knowledge of Active Directory to Troubleshoot User Account Issues  Worked with Vendors to Allow them Access into the Network for Remote Assistance Show less



UPS

• United States
• Truck Transportation
• 700 & Above Employee

• Technical Support Analyst

  • Jun 2011 - Jun 2012

   Provide Technical Support to Users of Company Software  Logged Work Progress with HDFS Case Logging System  Worked in Enterprise Level Environment  Cooperated with other Techs to Resolve Other Problems  Asked Probing Questions to Identify Problems to Quickly Resolve  Lowered Handle Time to Keep Call Volume Low  Provide Technical Support to Users of Company Software  Logged Work Progress with HDFS Case Logging System  Worked in Enterprise Level Environment  Cooperated with other Techs to Resolve Other Problems  Asked Probing Questions to Identify Problems to Quickly Resolve  Lowered Handle Time to Keep Call Volume Low



College of Southern Nevada

• Higher Education
• 700 & Above Employee

• Computer Lab Assistant

  • Jun 2007 - Jun 2011

   Installed/Configured/Troubleshoot Windows Office Suite  Installed/Configured/Troubleshoot Printers  Configured Domain Resources through Active Directory and User Groups  Performed Virus/Spyware removal  Created Technical Manuals for other Lab Assistants  Installed/Configured/Troubleshoot Windows Office Suite  Installed/Configured/Troubleshoot Printers  Configured Domain Resources through Active Directory and User Groups  Performed Virus/Spyware removal  Created Technical Manuals for other Lab Assistants