About
- Detail-oriented, Excel-proficient professional eager to grow in data analysis. Motivated professional with a growing passion for leveraging data to uncover business insights and enhance decision-making. Graduated in December 2023 with an Associate of Applied Science in Cybersecurity from North Central Texas College. Proficient in creating reports using Excel, with foundational knowledge of Power Apps and an eagerness to develop data analysis skills further. Equipped with problem-solving abilities and experienced in delivering exceptional customer service and technical support. Thrives both independently and in a team environment, adaptable, detail-oriented, and continuously seeking opportunities to learn and grow. Committed to making a positive impact through the application of data-driven insights.
MSP (2021-Present)
Senior Technical Support Analyst
- Primary escalation point for incoming issues from Tier 1, handling queries via chat, email tickets, and inbound calls
- Troubleshooting applications, systems access, resolving hardware, software, and network related issues
- Understand and administer user level tasks in Microsoft Office 365 environment
- Accurately enter and maintain issue information including notes and resolution in ticketing software
- Programmed and implemented PowerShell script to refresh Kiosk passwords for National Park Services, reducing the total number of inbound calls and required workload related to the issue.
- Programmed and implemented PowerApps script to locate inactive users within Dynamics 365 environment and generate a ticket for user termination, removing the need for quarterly audits of inactive users.
Supply Chain Company (2018-2021)
Ground Supply Chain Ops Specialist II
- Oversaw and executed duties to manage client correspondence, scheduling, and data communications
- Programmed and implemented solutions to improve tracking, reporting, and data entry
- Gathered and analyzed supplier inventory and distribution of data to assess areas in need of improvement
- Drove key performance indications and continuous improvements throughout logistics and supplier operations
Insurance (2015-2018)
Material Handler II
- Identified and resolved problems through root cause analysis and research
- Mapped processes to holistically examine business flow and identify improvement opportunities
- Generated reports detailing findings and recommendations
Towing Company (2015-2015)
Level 3 Dispatcher
- Received incoming calls from customers and the local police department for vehicle towing; dispatched tow truck operators to the proper location within a timely manner. Took payment information from customers and filed proper paperwork into the company computer system.
College (2018-2023)
CyberSecurity
- Root Cause Analysis, Supply Chain, Microsoft Excel, Microsoft Office 365 Admin, Azure AD, Microsoft Dynamics 365, IT Glue, ConnectWise, Barracuda, Customer service, Command line, PowerShell, Active Directory, Technical Support, Microsoft Windows, Help Desk, Software Troubleshooting, Computer Networking, Network Support
Certifications
- Microsoft Certified: Power Platform Fundamentals May 2024 to Present
- Information Technology Fundamentals August 2018 to Present
- Microsoft Certified: Azure fundamentals September 2024 to Present
