Highly-skilled Computer Engineer well-versed in support as well as setting up hardware and software components for users. Special skill in optimizing systems to address dynamic needs, improve collaboration and strengthen security. Weighs crucial business and IT needs against computer system and procedural limitations, assessing roadmaps for optimal functions.
Skills
Failure analysis and resolution
Bug fixes
Client Service
Test solutions delivery
Project Management
Problem resolution
MS Office
Customer service
Organization
Work History
End User Support Admin, 07/2020 to Current Xator – Denver, CO,
Patched software and installed new versions to eliminate security problems and protect data.
Configured hardware, devices and software to set up work stations for employees.
Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Installed, modified and repaired software and hardware to resolve technical issues.
Conducted in-depth product and issue resolution research to address customer concerns.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Trained and supported end-users with software, hardware and network standards and use processes.
Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
Computer Engineer, 06/2016 to Current Openworks – Austin, TX,
Provide specialized support for many Corporate offices and executives using VPN and remote access.
Devices supported include but are not limited to desktop workstations, laptops, printers, phones, tablets and Point of Sale machines.
Support, update and maintain all computers in my area including software, hardware and LAN and wireless issues.
Use a ticketing system called CA to update and close all issues and work orders.
Provide specific support to many executives at the all MGM Resort International properties
Communicate with multiple departments to implement new hardware/software and resolve issues with unique circumstances.
Support numerous amounts of third party software that are used in the casino environment.(extensive list)
Work onsite with users using a cell phone for communication and be on call for priorities at all times.
Be on call 24/7 and help any other properties where the technician might be overwhelmed
Perform setups and teardowns of machines for big events that can include over 50 devices spread out over a wide range.
Keep users informed of the status of their issues on a daily basis.
Work any ongoing projects as well as my day to day activities to cut down on outside labor
Complete all of my tickets and duties in a timely fashion with a site wide average resolution completion of 95% or better meeting all SLA standards (completed on time and correctly).
Twitch Streamer, 01/2016 to 04/2020 Self Employed – City, STATE,
To produce, schedule, and broadcast video content to a remote website on quasi daily basis .
Analyze audience retention data and viewer trends to produce targeted content, and change content to reflect audience wants and needs.
Hands on experience with video and audio capture equipment, including web broadcasting software, including OBS and Xsplit switching as necessary.
Monitored social media and online sources for industry trends.
Customer Service Representative, 12/2012 to 04/2014 Skyes – City, STATE,
Responsible for maintaining high QOS scores, survey scores, and customer satisfaction.
Maintaining a high and up-to-date product knowledge pertaining to the specific client and utilizing the knowledge effectively.
Achieving and Maintaining a perfect PII score, meaning no failed PII activities.
Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Educated customers on promotions to enhance sales.
Cultivated customer loyalty, promoted repeat customers and improved sales.
Answered customer telephone calls promptly to avoid on-hold wait times.
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Responded to customer requests for products, services and company information.
Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
Aviation Boatswain's Mate, Equipment, 06/2004 to 02/2008 United States Navy – City, STATE,
Completed Basic Training
Basic Seamanship
Attended IT "A" School
Attended Aviation "A" School- Completed
Aircraft Carrier: Maintain and perform organizational maintenance on catapults mk7m3; Operate catapult launch and arresting consoles, firing panels, water brakes, blast deflectors and cooling panels; Perform aircraft-handling duties
Ensures complete adherence to the tech manuals pertaining to all systems being worked on.
Tasked with a small team to ensure that during times in port we maintained 100% combat readiness for all catapult and arresting gear, should we need to be immediately deployed.
Trained in diverse pieces of equipment and useful attachments to handle any team need.
Completed diligent equipment inspections, repairs and maintenance actions to prolong life of each piece of machinery.
Maintained and cleaned equipment after each job and inspected.
Maximized equipment and personnel protection by identifying and avoiding hazards such as arresting gear lines and pneumatic pump systems.
Education
High School Diploma: , Expected in 06/2004 Foothill High School - Henderson, NV GPA:
: Catapults And Arresting Gear Repair , Expected in 07/2005 Aviation "A" School - Pensicola, Florida, GPA:
Accomplishments
Collaborated with team of 12 in the deployment of over 17,000 workstation upgrades.
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