Dedicated, results-oriented and consistent professional eager to transfer high academic credentials and seven-plus years of customer service experience. Forward-thinking problem identification, research, analysis, and resolution. Recognized for accountability and ability to assess complex situations in a demanding and fast-paced environment.
CompTIA Certification (A+, Server +)
Work Experience
MSP (2018-Present)
Senior Service Engineer
- Troubleshoot and resolve customer issues remotely and on-site if needed.
- Repair equipment in Windows and Mac environments for sm all to medium-sized businesses
- Manage customer issues through emails and phone calls by logging them in our ticketing system
- Monitor several clients’ network activity with our remote management software Kaseya
- Train and assist team members with any issues and escalations
- Manage and delegate tasks to team members. Oversee each issue from start to finish
IT Company (2015-2018)
Regional Support Technician
- Diagnose and troubleshoot networking issues with devices such as switches and routers
- Replace and repair parts within machines such as main boards, ports, and displays
- Troubleshoot and resolve multiple issues managed by a ticket system within a certain time frame
Toys R Us (2010-2015)
Noc Technician
- Provided support onsite and remotely with the maintenance and repair of point of sale equipment in stores
- Assisted team leaders and store managers with troubleshooting point of sale and surveillance equipment
- Diagnosed and repaired equipment such as credit card machines, registers, and surveillance devices
Education
- BS. of Computer Information Systems in Programming
Skills
- Configuration & Implementation
- (LAN, WAN)
- Cisco Meraki
- Administrative Analytical environment.
- Training & Mentoring
- Presentation Skills
- Conflict Resolution Correspondence
- Strategic Planning Account Management
- Data Entry & Analysis
- Technical Experience: Operating Systems (Mac Os, Windows) Microsoft Office 365,
- Com pTIA Certification (A+, Server +), Networking
- Records Maintenance D,iagnosis, Troubleshooting, & Repair
- Active Directory
- Cabling
- LAN
- Network Support
- Network Monitoring
- Microsoft Office
- Software troubleshooting
- WAN
- Network Firewalls
- VPN
- DNS
