About Me
I am eager to contribute my technical service expertise to a distinguished company, where my innovative ideas and exceptional problem-solving abilities can flourish. My ambition is to evolve and progress alongside the organization, playing a pivotal role in achieving immediate and long-term business objectives.
WORK EXPERIENCE
Small MSP (2020-Present)
Information Technology Consultant
- Lead IT Consultant for diverse industries including finance, oil and gas, construction, and medical, delivering comprehensive technology solutions.
- Certified expert in mobile device management, spearheading project leadership and overseeing client design and implementation initiatives.
- Provide premium white glove service to company VIPs and executives, ensuring continuous operation and immediate response to business needs.
- Conduct quarterly on-site technology support and maintenance for client offices in New Orleans, enhancing their hardware and system performance.
- Administer Azure and Office 365 environments, managing access control for both new and existing client employees.
- Facilitate employee transitions by handling onboarding and offboarding processes, ensuring seamless integration and departure.
- Develop and deliver training programs for clients and internal staff on new software applications and systems, improving user competency.
- Monitor and analyze system performance metrics, making adjustments for optimization and adopting a proactive support strategy.
- Offer comprehensive client support, including after-hours assistance, through both on-site visits and remote troubleshooting to meet client needs.
Chemical Company (2019-2020)
Desktop Support – LEAD
- Provided first-level support for troubleshooting hardware, software, and network issues.
- Served as part of the Global Service Desk that provides level 1 & 2 technical support all across the world and assists internal and external users from many different cultures and backgrounds.
- Managed ticketing system to document, prioritize, and resolve customer support requests.
- Created and updated Lotus Notes accounts to ensure user info was correct and up to date.
- Supported many AT&T VPN/remote issues during the Coronavirus, ensuring users stay up and running and connected to critical systems at all times
- Helped to install, deploy and troubleshoot software on new or existing machines for users throughout the environment.
- Assisted users with migrations to MS Teams, OneDrive & Windows 10.
Mid-size MSP (2018-2019)
IT Support Specialist
- Administered Office 365, Azure AD, and local AD accounts, including creation, management, and termination processes
- Served in the Small/Medium Business support MSP department, providing technical assistance for a diverse range of external customer issues and tickets
- Delivered remote support to approximately 1500 users across various sectors such as oil & gas, legal, finance, and healthcare
- Participated in IT projects including computer maintenance, Office 365 deployments, and file server and AD account cleanups, enhancing system efficiency and security
- Managed permissions and user access, ensuring compliance with company policies and industry best practices
Healthcare Company (2016-2018)
Senior Help Desk Technician
- Level 3 troubleshooting issues, ensuring timely resolution of complex technical tickets.
- Performed System Administrator duties, including the creation, management, and termination of Office 365 and Active Directory accounts.
- Provided dedicated technical support for VIP and executive employees, addressing and resolving high-priority issues.
- Delivered on-site support for executive staff, focusing on providing a satisfactory and efficient service experience.
- Developed and implemented new processes to enhance the efficiency and effectiveness of the Help Desk team.
EDUCATION
- Apple Macintosh Certified Technician
- Microsoft Certified Professional
