Support Analyst I • May 2024 - Present
Manage a rigorous technical support queue, Configure and troubleshoot various equipment and peripherals including iPhone, iPad, desktops/laptops, printers and more. Support and configure spftware applications like CRM system, email plug-ins, VPN, O365, Etc. Accurately track all work in ServiceNow. cultivate and manage relationships with customers. Fuction as a point of contact for incidents and service request via phone and email.
Service Desk Technician • August 2023 - May 2024
Internally serviced corporate and retail employees nationwide. Assisted with and solved a wide range of issues. These issues included auditing access management and role based access assignments. Ensuring network devices in retail stores were connected to the correct ports. Remotely accessing servers, POS programs and devices to ensure proper and efficient functions. Exploring new methods to provide a more fluid system for customer service and support. Tracking solutions and documenting data for monthly analytics reports.
IT Specialist • December 2018 - June 2023
Maintained software installations for over 100 devices reducing downtime for users. Installed and supported windows and MAC OS, amongst other programs for each device provisioned. Improved efficiency of newtwork protocols for applications that needed higher bandwidth and lower latency through protocol optimization. Fixed simple hardware issue and part replacements when needed. Provided support for over 50 different employees and agents.
• 2011
B.S. Degree in Cloud Computing • August 2023