AWS Certified Ticket Crusher / 14,000 Tickets Closed & Counting

Objective

I am a hardworking, prompt, thoughtful and forward-thinking IT professional with over three years of hands-on experience architecting, deploying and operating enterprise IT environments. My current role has fully developed my skills in supporting end user access and security including managing Active Directory services, laptop and desktop imaging, monitoring and configuring enterprise networking, completing VPN setup and troubleshooting, and utilizing and managing multiple SaaS solutions such as Meraki, SolarWinds and Auvik. I am personally driven by a relentless pursuit of growth and learning, where every challenge is an opportunity to expand my skills. I am excited to take the next step in my career where I am looking to expand my skills and grow from operations and support into a holistic systems architect and work more in public cloud and automation/Infrastructure as code. In my current role I am known for my attentive listening and ability to thrive both independently and as part of a team, always going above and beyond to ensure the best possible outcome to any projects or initiatives. I have recently achieved the Amazon Web Services Cloud Practitioner certification; I am currently studying for my Solutions Architect Associate and plan to continue to expand my cloud skills.

Skills

Experience

MSP (2022-Present)
IT Help Desk

Provide expert technical support to users by swiftly resolving inquiries, troubleshooting issues, and optimizing workstation and LAN performance. Monitor and maintain system health in collaboration with NOC/SOC operations, ensuring proactive incident response and minimizing downtime. Enhance client satisfaction and compliance with legal standards by meticulously monitoring service agreements and recommending adaptive technologies for clients with disabilities. Proactively identify system inefficiencies, proposing and implementing solutions to improve overall performance. Stay abreast of industry trends through continuous education and networking, integrating scripting and automation tools like PowerShell and Terraform to streamline infrastructure management.

AT&T (2021-2022)
Retail Sales Consultant

As a Retail Sales Consultant for AT&T I drove exceptional customer experiences and achieved sales targets within the store environment. I did this utilizing my comprehensive product knowledge to promote and sell all Company products and services effectively. I consistently executed seamless sales transactions, managed contract completion or augmentation, inventory management, payment processing, and order fulfillment. I maintained up-to-date knowledge of product offerings, pricing plans, promotions, and service features to ensure I could provide customers with the best solution for their needs and explain the benefits of the solution I pitched them. It was also key that I stayed informed about competitive offerings, providing valuable insights to the customers and my store manager regarding local market dynamics and customer needs. I proactively addressed customer service inquiries, ensuring efficient and courteous assistance across all product lines and services.

Spectrum Mobile (2019-2020)
Mac Coordinator I

As a Mobile Activation Coordinator, I was responsible for providing wireless service provisioning and support for Residential mobile telephone customers, supporting post- sales activities including configuration requirements for mobile voice services and tasks ranging from order validation, billing system access and entry, customer contact and scheduling, order monitoring/escalation, order corrections/exceptions and complete phone activation. I was required to maintain a high level of proficiency and detailed knowledge of telephony operations, and networks as well as experience building, implementing and troubleshooting call features, contract details and service offerings/requirements.