Summary
A result-driven IT professional with a proven ability to think critically and solve complex problems. Proficient in navigating a variety of applications, including Active Directory, Azure, Microsoft 365, and VPN, with substantial experience in delivering exceptional customer service. Adept at managing high-stress situations, particularly when interacting with attorneys and senior leadership, ensuring smooth resolution of issues. Seeking a network engineering position to leverage my existing technical expertise while expanding my knowledge in networking to contribute to a dynamic, growth-oriented team.
Experience
MSP (2022-Present)
Service Desk Analyst
- Identifying and escalating complex incidents that require advanced troubleshooting or higher-level intervention while maintaining customer satisfaction.
- Conducting in-depth analysis to determine the root cause of recurring issues and collaborating with other teams to implement permanent solutions.
- Administering user accounts, group policies, permissions, and security protocols in Active Directory, ensuring secure access management across enterprise systems.
- Managing high-stress interactions, such as handling escalations from attorneys or senior management, and maintaining professionalism under pressure.
- Anticipating potential issues and offering proactive support to minimize disruptions, improving the overall end-user experience.
- Utilizing remote desktop tools to efficiently diagnose and resolve technical issues, reducing the need for on-site support.
- Supporting change management procedures by testing and validating changes before implementation, ensuring that changes do not disrupt the IT environment.
- Educating end-users on how to best use technology, software, and systems to minimize issues and improve productivity.
TSA (2020-2022)
Transportation Security Officer
- Operating and oversaw advanced security technologies such as full-body scanners, X-ray machines, explosive detection systems, and biometric identification systems to detect potential threats.
- Applying critical thinking and attention to detail to identify and respond to hidden weapons, explosives, and other prohibited items within personal luggage, cargo, and on passengers.
- Conducting risk-based screening for passengers based on intelligence and advanced profiling methods, including managing high-risk travelers or those flagged by intelligence agencies.
- Enforcing TSA security regulations and ensuring that all security operations comply with federal, state, and local transportation security policies and regulations.
Education
Bachelor of Science
Major: Exercise Science: Wellness Promotion
Minor: Business Administration
Skills
- Windows Azure Customer Service Citrix Troubleshooting
- Microsoft Office 365 Computer Hardware Service Now Critical Thinking Problem solving
- Excellent oral and written communication skills Active listener Documentation Teamwork
- Adaptability 3CLogic
Certification
- Microsoft Office Specialist Certified 2023
