EXPERIENCE
MSP (2023-Present)
IT Support Technician
- Orchestrated remote software installations, ensuring optimal system functionality.
- Safeguarded client data through meticulous backup procedures and proactive malware defense.
- Managed passwords across domain controllers and Office 365 environments, enhancing user access security.
- Configured and administered Active Directory and Office 365 accounts to improve communication efficiency.
- Delegated email permissions and streamlined calendar management to boost team productivity.
- Resolved Microsoft application issues swiftly, maintaining uninterrupted workflow operations.
- Liaised with third-party vendors to troubleshoot proprietary software issues, ensuring client satisfaction.
- Utilized ConnectWise for remote access, providing exceptional technical support.
- Addressed client inquiries with precision, ensuring optimal device functionality.
- Configured hardware and integrated peripheral devices to enhance system performance.
- Conducted peer-to-peer training sessions to promote continuous learning and skill development.
- Prepared and deployed ready-to-go Windows computers for clients, with all necessary software setup, ensuring immediate usability and seamless integration into their workflows.
IT Company Independent Contractor (2018-2023)
Tech Support
- Provided virus and malware removal services, salvaged data from failing hard drives, and established secure home VPN setups for data security and system stability.
- Specialized in custom desktop building and upgrading to meet client needs, resulting in improved performance and productivity.
- Conducted comprehensive hardware troubleshooting to quickly identify and resolve issues, reducing downtime and optimizing system functionality.
- Utilized advanced software troubleshooting techniques to diagnose and resolve complex issues, ensuring smooth operation and user satisfaction.
- Designed and configured desktops for streaming and recording, integrating audio and capture equipment with OBS software for high-quality content creation.
Well Known Clothing Store (2018-2019)
End User Support Specialist
- Provided technical support to approximately 300 clients, both onsite and remotely.
- Troubleshot software and hardware issues, including the Microsoft 365 app suite, on Mac and Windows devices, ensuring minimal disruption and conducting virus and malware removal procedures to protect data integrity.
- Implemented data backup protocols, securely transferring user data to servers upon project completion.
- Prepared conference rooms for audio and visual presentations, including setup for Zoom, Skype, and Teams meetings.
- Managed an average of 25 tickets daily using the ServiceNow ticketing system, ensuring timely issue resolution.
- Managed user onboarding and offboarding via active directory on the domain controller.
- Configured company computers and equipment for seamless integration into the IT infrastructure, including conducting imaging with company software and security requirements.
Branding Company (2017-2018)
Site Support Specialist
- Orchestrated the integration of company computers and equipment into the IT infrastructure, ensuring compliance with company software and security standards, including imaging procedures.
- Conducted comprehensive troubleshooting for software and hardware issues on Mac and Windows platforms, addressing
- Microsoft 365 app suite problems to maintain operational continuity and data integrity through virus and malware removal protocols.
- Administered timely resolution of an average of 20 tickets daily via the ServiceNow ticketing system, ensuring uninterrupted user workflow.
- Provided technical support to approximately 200 users, both onsite and remotely, ensuring smooth operations.
- Strategically prepared and configured conference rooms for effective audio and visual presentations, utilizing platforms such as Zoom, Skype, and Teams.
- Managed user transitions seamlessly, overseeing onboarding and offboarding processes through active directory on the domain controller.
- Implemented and maintained robust data backup protocols, facilitating secure transfer of user data to designated servers upon project completion.
Micro Center (2016-2017)
Retail Tech Support
- Provided expert troubleshooting support to customers, addressing hardware and software issues across various platforms, including Mac, Windows, Android, and iOS devices.
- Offered valuable guidance to customers in selecting computers tailored to their specific work or entertainment needs, including custom desktop builds.
- Conducted thorough virus and malware removal to ensure the security and integrity of customer computers.
- Implemented data backup procedures to safeguard customer data and enable seamless restoration when necessary.
- Assisted customers with software installations, ensuring proper setup and configuration on their devices.
- Managed the creation of tickets using the store’s customer ticketing system, facilitating drop-off of computers for repair, troubleshooting, and upgrades
T-Mobile (2015-2016)
Assistant Manager
- Provided high-quality customer service to an average of 60 customers per day, fostering strong relationships and comprehending their equipment needs for personal and business purposes.
- Played a pivotal role in onboarding new employees as T-Mobile sales representatives, delivering comprehensive training on product knowledge, sales techniques, and customer service protocols.
- Assisted in overseeing weekly inventory operations for device shipments to and from T-Mobile, ensuring precise tracking, proper documentation, and timely replenishment.
- Ensured consistent compliance with T-Mobile standards by routinely restocking and merchandising the store to maintain a visually appealing and organized sales environment.
- Cultivated and sustained relationships with both individual customers and businesses by actively engaging in dialogue to ascertain their equipment requirements and delivering tailored recommendations to fulfill their needs.
Micro Center (2012-2015)
Retail Tech Support
- Provided expert troubleshooting support to customers, addressing hardware and software issues across various platforms, including Mac, Windows, Android, and iOS devices.
- Offered valuable guidance to customers in selecting computers tailored to their specific work or entertainment needs, including custom desktop builds.
- Conducted thorough virus and malware removal to ensure the security and integrity of customer computers.
- Implemented data backup procedures to safeguard customer data and enable seamless restoration when necessary.
- Assisted customers with software installations, ensuring proper setup and configuration on their devices.
- Managed the creation of tickets using the store’s customer ticketing system, facilitating drop-off of computers for repair, troubleshooting, and upgrades
EDUCATION
- New Media Tech
SKILLS
- Network Administration: WAN, LAN, VPN, TCP/IP, DNS
- Operating Systems: OS X, Windows, iOS, Android
- Hardware: Desktops, Laptops, Custom Desktops, Tablets, Printers, Routers, Switches, Graphics Cards, Sound Cards, Motherboards, Cell Phones
- Software: ConnectWise, Google Apps, Dropbox, Office365, iCloud, Adobe Creative Suite, TeamViewer, Browsers, Astea, ServiceNow, OBS
- Technical Support: Virus and Malware Removal, Hardware and Software Troubleshooting, Data Backup Procedures
- Customer Support: Remote and Onsite Support, User Onboarding and Offboarding, Peer-to-peer Training
- Communication and Management Skills:
- Client Management: Liaising with Vendors, Client Inquiry Resolution, Project Management
- Team Collaboration: Delegating Email Permissions, Streamlining Calendar Management, Managing User Transitions Seamlessly
- Ticket Management: Utilizing ServiceNow Ticketing System, Managing Tickets Daily
- Presentation and Training: Configuring Conference Rooms, Conducting Training Sessions
