Objective: To continue my career as an IT professional, gain new experience and skills and grow professionally.
Education
- Bachelor of Science, Applied Computer Science
- Bachelor of Science, English Education
Professional Experience
MSP (2015-Present)
Technical Support
- Troubleshooting customer issues based on trouble tickets submitted to ConnectWise Ticketing system.
- Supporting hardware and software issues for more than 100 different companies nationwide daily.
- Remote customer service.
- Creation of standard operating procedures and maintenance of documentation.
Financial Services (2014-2015)
Help Desk Team Lead
- Managed remote support technicians in a Windows-based financial services environment.
- Responded to trouble tickets created by employees to troubleshoot and repair a variety of technology-related issues.
- Supported hardware and software problems for more than 200 employees.
Government IT (2014-2014)
Support Desk Level I
- Investigated and corrected basic software and hardware malfunctions for US Immigration Services under contract.
- Basic handling of trouble tickets for government workers across the US.
Junior High School (2011-2013)
Technology Instructor
- Taught basic computer skills to junior high school students.
- Developed classroom management and supervisory skills.
- Managed and maintained computer systems for teachers and students.
- Taught computer history, programming, and hardware repair to students.
Sheriff’s Office (2010-2010)
Emergency Dispatcher
- Handled emergency and non-emergency calls for the Sheriff’s Department.
- Deployed appropriate resources to various locations throughout Arapahoe County, CO.
- Assisted police units with information gathering, location pinpointing, and information dissemination via radio.
- Communicated directly with and served the public to address crises.
Municipality (2002-2010)
Emergency Dispatcher
- Managed emergency and non-emergency calls for over 50 police, fire and EMS agencies in McLean County, IL.
- Assisted officers with intelligence gathering via LEADS, EJS, and NCIC.
- Entered warrants into the Illinois Law Enforcement Access Data System.
- Dispatched multiple resources to various emergency and non-emergency requests for service.
- Gathered and disseminated information via computer, radio, and email.
Relevant Certifications
- CompTIA A+ Certification
- CompTIA Network+ Certification
- Cisco CCENT Certification (Expired)
- ITIL V3 Certification
- CompTIA Security+ Certification
Relevant Skills
- Strong knowledge of Microsoft Operating Systems both desktop and server as well as Active Directory, Group Policy, DNS, DHCP, and Hyper-V.
- Experience with Apple operating systems including OS X and iOS.
- Knowledge of basic networking principles including basic knowledge of firewalls, switches, routers, and wireless access points.
- Administrative experience with Office 365 Exchange, Sharepoint, Entra, and AzureAD.
- Administrative knowledge of the Google Admin tenant.
- Administration of DUO two factor authentication.
- Knowledge of ConnectWise and OTRS Ticketing systems.
- Strong troubleshooting knowledge of Microsoft Office Suite software.
- Working knowledge of Hudu and CyberQP.
- SentinelOne Security Software Admin.
- Familiarity with Fortigate, Cisco, and Dell Sonicwall VPN clients and troubleshooting.
- Knowledge of Quickbooks troubleshooting.
- Strong knowledge of computer hardware and troubleshooting issues ranging from bad boots to motherboard failures.
- Strong knowledge of Adobe Creative Cloud software.
- Knowledge of AutoCAD troubleshooting.
- Experience with AnyDesk and TeamViewer as a remote support option, as well as GoToMeeting, Teams and Zoom.
- Strong knowledge of Solarwinds N-Able Software.
- Strong knowledge of Cove MSP Backup Software.
- Troubleshooting knowledge of SAGE accounting software.
- Knowledge of TABS/Practicemaster billing software.
- Quick to learn new skills and technologies.
- Computer Service and repair.
- Working knowledge of Audio/Video hardware setups.
- Working Voice Over professional for the last five years, clients include Pepsi, Bushnell, Garmin, and Broadcom/VMWare.
- Film Editor using Adobe Creative Suite and Blackmagic DaVinci Resolve interchangeably.
- Audio Editing.
- Working knowledge of cinema cameras and set lighting.
