TECHNICAL SKILLS
- Microsoft Office Suite, Microsoft 365, Microsoft Exchange, Linux OS, Python, JavaScript, Active Directory, Front-End Developer, JavaScript, CSS, HTML, and Ticketing Systems including but not limited to: Flex, Nationwide Payments, HubSpot, ServiceNow, OSTicket, and Remedy.
PROFESSIONAL EXPERIENCE
MSP (2024-Present)
Technical Project Specialist/Manager
- Lead and manage cross-functional teams to deliver complex technical projects on time and within budget.
- Develop project plans, timelines, and resource allocation strategies to ensure successful project execution.
- Collaborate with stakeholders to gather requirements, define project scope, and establish clear objectives.
- Implement best practices in project management methodologies (e.g., Agile, Scrum) to enhance team productivity and project outcomes.
- Monitor project progress, identify risks, and implement mitigation strategies to address challenges proactively.
- Serve as the primary point of contact for technical discussions, ensuring effective communication between technical teams and stakeholders.
- Facilitate regular project status meetings and provide comprehensive updates to management and stakeholders.
MSP Same Above (2022-2024)
Technical Support Engineer
- Manage help desk team and support 75+ companies in an MSP environment, personally providing remote and onsite support depending on customer needs.
- Administer and troubleshoot VPN and Firewall connections (SonicWall, Fortinet, Windows VPN, etc.).
- Operate, support, and administer Active Directory and Entra ID (Azure AD), configuring Azure AD Connect to merge the on-prem and virtual systems.
- Create user groups, manage password resets, and facilitate on/offboarding activities in Active Directory/Entra ID for 75 companies.
- Responsible for supporting Office 365 applications such as Teams, SharePoint, OneDrive, Outlook, etc.
- Top performer on help desk team, closing an average of over 100 tickets per week via phone, remote, and onsite support.
- Use ConnectWise to organize help desk tasks and respond to incidents.
IT Company (2022-2022)
Helpdesk Support
- Responsible for 24/7 department coverage working on-call response to system alarms and recovering failed systems and applications.
- Troubleshoot system performance inthe absence of System Analyst or the Director ensuring technical and support control efficiency.
- Assisted with launching new start-up programs working closely with personnel to perform suitability reviews by learning and implementing protocols and engaging client awareness.
- Worked with Active Directory to build user network profiles, reset passwords, unlock accounts, etc.
- Prepared correspondences – maintained client appointment logs and records and provided ongoing support to build rapport and disseminate information.
- Attended medical presentations and seminars to ensure thorough knowledge and awareness regarding latest and new healthcare product on the market.
Energy Company (2021-2022)
Technical Support Analyst
- Provided first-level problem resolution for all incoming calls.
- Perform all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems for several major product categories, operating systems, and networking environments.
- Created and removed customer accounts via Active Directory.
- Resolved customer issues related to the usability for digital photo editor, connectivity issues for Energy Transfer, and plotting of analytical information.
- Diagnosed hardware and software issues in applications and customer’s PCs with overall customer satisfaction.
- Solved customer issues with a 98 % quality assurance rating.
- Utilized the Remedy ticket system to manage upwards of 100 service requests concurrently pertaining to issues.
Software Company (2014-2022)
Technical Support
- Processed and prioritized inbound calls from customers regarding technical issues they are experiencing with their devices (e.g. cell phones, tablets, desktops, MacBooks, networking).
- Investigated, diagnosed, and resolved customer issues early, leveraging critical thinking skills for both technical and non-technical problems.
- Provide troubleshooting and break/fix support for dell laptops, desktop, hardware, software, printer issues and field support.
- Bridged communications with customers and HQ via written correspondence and email.
Credit Card Services (2020-2021)
Technical Support Representative
- Answer calls, emails, internal work orders and escalation requests in an ACD call queue-based setting and in accordance with service level expectations.
- Phone merchants, agents, partners, and other company-related entities in accordance with policy and procedures.
- Maintain call queue awareness at all times and maintain adherence to call center operating guidelines as provided by management.
- Respond to, follow up, and complete requested assignments in an effective and ongoing manner.
- Assist merchants with reconciling their processed transactions.
- Troubleshoot, configure and perform maintenance functions on POS terminals, peripheral equipment, POS applications and semi-integrated solutions according to set procedures.
- Maintain detail-oriented and customer-centered focus while troubleshooting POS-related issues or working requests to ensure accurate and efficient maintenance of work. Make accuracy and quality a priority by double-checking work prior to completion.
- Work with all sales channels to provide ongoing technical support for merchants as defined by the product classification.
- Log interactions, which include calls, emails and maintenance queue, using detailed, specific and professional remarks in internal systems.
- Maintain thorough knowledge of supported systems, up to but not limited to POS downloader systems, third-party portals and support/administration tools, front-end processing systems and proprietary internal systems.
- Attend trainings and complete on-line assessments to maintain a thorough knowledge of all processes, procedures and information that affect/impact the department and company as a whole, included but not limited to card industry regulations, interchange, dues and assessments, and PCI- DSS and PA-DSS compliance.
- Assist fellow team members with answers to questions and/or problem resolution via verbal or written communications.
- Work independently in a fast-paced environment and adhere to deadlines even when under pressure.
- Identify and provide follow-up and timely resolution for all issues presented in the Technical Support work queue.
- Perform miscellaneous job duties as assigned by management.
- Escalate issues, as necessary, to management on duty.
Pest Control (2018-2020)
Wildlife Management Technician
- Build and implement detailed service schedules within an assigned territory to guarantee the safe and timely arrival of deliverables at each customer’s location.
- Foster a positive customer experience and secure optimal satisfaction rates, from providing continual verbal and written communications to delivering high-quality solutions that meet clients’ complex needs.
- Maintain and update all required service-related documentation, utilizing a hand-held device to ensure speed and accuracy.
- Regulate the cleanliness and functionality of vehicles and equipment, as well as operate a company vehicle safely.
Oil/Gas Company (2012-2018)
Account Manager
- Strategized and executed plans to enhance the company’s digital presence, utilizing dynamic conditions and unique platform; achieved 100% of monthly quota and doubled sales volume 2 months.
- Established and expanded a highly profitable pipeline based on multiple sales penetration techniques, securing high-value accounts via consultative selling, effective customer solutions, and compelling business opportunities.
- Conducted 1K+ cold calls per week to acquire new customers, maintaining a 24% conversion rate.
- Motivated team members to meet and exceed sales targets.
Human Resources Company (2010-2012)
Account Manager
- Executed the full sales cycle, from initial lead processing through conversion and closing, with a focus on maximizing sales percentages.
- Formulated motivational techniques to ensure that team members met and exceeded sales targets.
- Forged trusting relationships with clients by efficiently addressing problems related to accounting, billing, and service delivery.
EDUCATION, CERTIFICATIONS, AND LICENSES
- Bachelor of Science in Sound Engineering
- CompTIA A+ Certification
- Licensed Pest Control Technician (TDA)
