WORK HISTORY
MSP (2019-Present)
Service Desk Supervisor
- Responsible for coordinating new hire training schedules. Vetting and training new trainers for both Managed IT service desk functions and Multi-Function Printer service desk functions.
- Take on projects and provide deliverables. Host weekly meetings to present service desk status to the team. Responsible for creation and maintenance of training materials and documentation for training new hires.
- Currently managing a team of fifteen service desk agents from entry level positions to solutions engineers. Responsible for ensuring the team members receive one on one coaching and ample ticket review twice per quarter. Mentoring agents and encouraging personal growth as well as providing guidance on certification paths and promotions.
Service Desk Core Engineer, Incident Response Associate March 2019 – September 2023
- Responsible for providing quality service desk representation. Address Level 2 intricate technical issues and password lockouts, technical solutions for internal computer errors, and addressing software issues (30 average daily calls/80% first call resolution). Provide Quality
- Assurance for resolutions. Use of systems/software. Multiple clients with proprietary software as well as common industry software. Responsible for taking calls, projects requested from supervisors, training new agents (core and analysts), responding to emails, and meeting/exceeding SLA set by management.
Another MSP (2013-2019)
Senior Analyst, Incident Response Associate
- Responsible for providing quality service desk representation. Address Level 2 intricate technical issues and password lockouts, technical solutions for internal computer errors, and addressing software issues (30 average daily calls/80% first call resolution). Provide Quality Assurance for resolutions. Use of systems/software for the following activities: Remedy while making tickets, Active Directory to unlock accounts and reset passwords in a Citrix environment, Cisco Any Connect VPN to connect to the CAT Network, Cisco IP Communicators to make and receive calls to clients, and SCCM to be able to remote into client PC’s and laptops to assist with resolutions. Work closely with the SAP system for account management team to resolve Priority 1 activities that could affect client profitability. Train new Service Representatives and Response Agents.
- Incident Response Agent, responsible for providing quality service desk representation.
- Address Level 1 common technical issues and password lockouts, technical solutions for internal computer errors, and addressing software issues (30 average daily calls/75% first call resolution). Provide Quality Assurance for resolutions. Use of systems/software for the following activities: Remedy while making tickets, Active Directory to unlock accounts and reset passwords in a Citrix environment, Cisco Any Connect VPN to connect to the CAT Network, Cisco IP Communicators to make and receive calls to clients, and SCCM to be able to remote into client PC’s and laptops to assist with resolutions.
Drug Testing Laboratory (2012-2013)
Laboratory Technician responsible for drug testing on hair, urine, meconium sample drug, and alcohol aliquot testing.
Skillset:
- Laptops/Desktops (PC, Mac) JIRA
- Printers: HP Printers, Cannon Printers, Zebra Citrix Desktop, Citrix Receiver
- Printers, Xerox Printers, Konica Minolta
- MS Office 365 Cisco Any Connect
- Command Prompt Nord VPN
- Windows 10, 11 Papercut Print Manager
- Active Directory SentinelOne
- Addigy RSA Security Suite
- Splashtop DUO
- Zoom Okta VPN
- Proofpoint/Mimecast/Barracuda Microsoft Authenticator
- Meraki Adobe Acrobat
- Teams Airwatch Mobile Device Management
- SharePoint Symantec
- OneDrive CSS
- Smartsheet Docebo Training Creation
- Outlook Docuware
EDUCATION
A.A.S. Information Technology – Computer Network Systems
CERTIFICATION
- CompTIA Network+ Certified; September 2023
- CompTIA A+ Certified; November 2022
- CJIS Certified; October 2023
- Print Cloud Certified; March 2019
- Papercut Certified; March 2019
- Six Sigma Yellow Belt Certified; July 2013
- CAP Accredited Laboratory Training; March-May 2012
