Experience
MSP (2020-Present)
Help Desk Analyst
- Achieve and outperform expected productivity levels associated with assigned workload
- Monitor environments with provided remote management tools
- Answer incoming phone calls and ticket assignments to provide remote support with software, desktop, server, vendor, or network issues.
- RMA defective or damaged warranty hardware.
- Manage time and schedule well.
- Participate in training and self-study programs to gain and maintain appropriate product knowledge
- Complete equipment installations remotely according to schedule and train end-users in all operations of assigned equipment
- Communicate with customers, end-users, dispatch personnel, and manager to resolve problems in a timely manner
- Complete required paperwork and ticket updates in an accurate and timely manner on every call
- Write knowledge base articles of resolution to assist in future troubleshooting.
Large Staffing Agency (2019-2020)
Technology Consultant
- Travel to client sites to provide any needed support services
- Manage and Support 1000+ Android Devices via MDM SoftwareProvide Desktop Support to 200+ End Users
- Troubleshoot and Support LAN and VoIP
- Manage and Maintain Company Computer Hardware
- Manage Azure Backups and Servers
Credit Union (2018-2019)
IT Support Technician
- Collaborate with Corporate IT Department on various IT-related projects.
- Projects include: computer and networking equipment upgrades around the corporate office, a project for increasing mobile application engagement, and installing and setting up a new branch’s equipment.
- Oversee IT Help Desk and provide timely trouble-shooting support to end-users.
- Carefully maintain company technology and equipment.
Education
Bachelor of Science Information Technology
Certs
- Microsoft Certified – 365 Fundamentals
- Microsoft Certified – Azure Fundamentals
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
Skills
CompTIA A+ Certified, Windows & Mac Laptop and Desktop Support, Citrix Support & Administration, Active Directory: Creating Users, Distribution Groups, and Security Groups, Microsoft Windows Server, Outlook Support, Exchange Administration, Office 365, Desktop support, Help desk, Windows, Computer networking, Network support, Server management, Azure
