Summary
- I am a Professional who began as an intern in the summer of 2010 who worked my way up to becoming a Sr. Technical Engineer and Team lead. Quick to learn and driven to advance in knowledge. Always willing to try new things and take suggestions and information to drive better results for myself and my team.
Work Experience
MSP (2010-Present)
Team Lead, Sr. Technical Support Engineer
- Create and maintain Knowledge base articles for future troubleshooting and education
- Provide technical support to customers remotely via Labtech
- Aiding team members to resolve technical issues and guidance in new setups and procedures
- Handling escalation requests from technicians and manager specific requests
- Dispatch, Managing and providing technical support for onsite Technicians
- Provide support after hours for emergency situations
- Deployment and configuration of server, desktop, printers, network equipment and software
- Monitor and maintain team tickets load
- Responsible for documenting and updating all customer correspondence and relevant internal information in support tickets via ticketing system.
- Assist the project team in large scale projects for clients
- Worked and configured operating systems from windows xp to present
- Deployed and configured servers from 2008R2 to the present
- Configured server roles for servers including but not limited to Active directory, DHCP, DNS, Exchange, Terminal servers, File servers, and Print servers
- Worked with Medical professionals in order to repair multiple EMR systems such as Point Click Care
- Setup and administered multiple phone systems including 3CX, Vertical Wave, and Zultys
JCPenney (2008-2010)
Athletic Footwear Clerk
- Maintain the storage and inventory within my department and report and required adjustments
- Research and provide knowledge and suggestions on products
- Maintain cleanliness of the department
- Handle purchases from customers when selling products
- Face to face interactions with customers in the building
- Answer any questions customers had or provide them with an expert in the subject
Education
- Bachelor’s Degree of Science in Information technology
- Cum Laude status
