• RDP, VNC, Teamviewer, Bomgar, LogMeIn, and other Remote desktop tools
User training
Experience
02/2020 to Current
Help Desk TechnicianBrokers International – Parker, CO,
Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Managed user profiles, security access and shared file structures.
Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Removed malware and viruses from laptops and desktop systems using specialized software.
Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
Configured employee work stations, including all hardware, software and peripheral devices.
Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
Created new accounts, reset passwords and configured access to servers and file management software for users.
Initiated shipments to send equipment to clients and tracked return shipments.
Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
Troubleshot MobileIron Mobile Device Management configuration and device issues for iOS and Android phones relating to emails, contacts, calendars, permissions and application installs.
07/2019 to 11/2019
LAN TechnicianAlorica Inc. – Fredericksburg, VA,
Scheduled appointments and migrated workstations from previous versions of Windows to Windows 10 through SCCM onsite and at remote locations.
Monitor computers in SCCM collections to ensure successful migration.
Remove End of Life computers and replace them with updated workstations.
Removed EOL workstations hardware components for proper disposal and confidentiality of data.
Installed software as needed after Windows 10 upgrade for users critical to their job position.
Proactively prepared and upgraded backup workstations to Windows 10 in case of problematic migration issues.
Report number of computers migrated daily to team members and supervisors.
Inventoried, maintained, and provided status of workstations in asset management system.
Resolved Windows 10 migration issues assigned to group through ServiceNow ticketing system.
04/2018 to 07/2019
Help Desk AnalystTri Holdco, Inc. – Fort Worth, TX,
Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems.
Handled large call volume while maintaining accuracy, efficiency, and a positive friendly attitude.
Researched, resolved or escalated, and followed up on existing issues through ticketing system onsite or remotely.
Configured and documented standard desktop computer workstations.
Troubleshot and resolved computer, network, printer, application, and systems issues while providing training as needed.
Created and maintained user logins and passwords.
Re-imaged and backed up laptops, desktops, and tablets while maintaining hardware infrastructure.
Installed hardware, operating system software, and application software on workstations.
Demonstrated effective and consistent technical support onsite, over the phone, and via remote software such as Teamviewer.
10/2016 to 04/2018
IT Helpdesk TechnicianChenega Mios – Honolulu, HI,
Performed basic printer troubleshooting, maintenance, and service calls for printer errors and improper usage.
Provisioned Android and iPhone Mobile Devices through Iron, Intune, and Good Mobile Device Management software under company policy.
Installed, troubleshooted, and explained the usage of online conferencing tools such as WebEx and GotoMeeting to conduct voice and audio meeting across the US and abroad.
Facilitated Windows 10 training sessions for hundreds of employees to teach how to use it with quick tips to maximize job efficiency.
Routinely reviewed training materials and course details to ensure that important updates were included within a reasonable time frame.
Reset passwords, provide access, and modify permissions for user accounts through Active Directory, PointClickCare Health, and mainframe systems.
Troubleshooted and resolved web application issues escalated from customer support and other departments with a 100% success rate.
Trained 30 in-house staff on software usage, computer safety, and system performance using IT industry best practices.
Set up, tested, configured, and repaired networks, desktops, laptops, printers, and other equipment following industry best practices and manuals.
Coordinated and implemented network security measures to protect data including configuring, monitoring, and maintaining virus protection software.
Provided Onboarding and termination of users through iCIMS.
Resolved IT issues through call resolution and ticketing system.
04/2012 to 10/2016
Helpdesk TechnicianHP – City, STATE,
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Filed, sorted, and maintained records for accuracy and upkeep using online and physical office filing storage systems.
Developed documentation for common processes for both support staff and end-users using various incident management systems.
Diagnosed network problems involving a combination of hardware, software, power and communications issues.
Screened telephone calls and inquiries and directed them as appropriate.
Organized personal and professional calendars and supplied reminders of upcoming meetings and events.
Created new accounts, reset passwords and configured access for users through Active Directory.
Created and maintained email addresses and distribution lists in MS Exchange.
Provisioned Android and iPhone Mobile Devices through Iron, Intune, Maas360, and Good Mobile Device Management software for various clients.
Detection and deletion of viruses.
Processed and completed IMAC requests.
Education and Training
Expected in 2019 to to
B.A.: Cybersecurity and Information Assurance Western Governors University - Salt Lake City, Utah GPA:
Expected in to to
A.A.S: Network Security ECPI University - Virginia Beach, Virginia GPA:
Certifications
• Network+ - CompTIA, July 2019 to July 2022
• A+ - CompTIA, August 2016 to July 2022
• Security+ - CompTIA, August 2018 to August 2021
• EC-Council Certified Encryption Specialist v2 - EC-Council, June 2019 to June 2022
• CIW Web Security Specialist - CIW, 2019 to Present
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