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Summary

Problem solving IT Professional with 7 years of hardware and software experience. Positive, proactive, and provides quality customer and technical service to exceed expectations and quotas. Self-starter, life-long learner, and can-do team player looking to contribute long term to an organization. Security+ and Network+ certified with a Bachelors of Science.

Certifications

  • CompTIA Security+
  • CompTIA Network+

Work experience

2022-11present

Technical Support Analyst

Enseo, Plano, US

United States

  • Identified and resolved computer hardware, software, and network issues
  • Server maintenance, management, and provisioning
  • Analyzed and implemented new support processes and system configurations
  • Collaborated with software engineers to develop company KPI, recommend system enhancements, and implement new tools and software
  • Provided employee training and change management to new and existing support team members (T1 and T2)
  • Managed and exceeded quotas of support requests for international hospitality clients
  • Gathered and communicated technical support team updates to CEO on deliverables
  • Maintained and developed relationships with international business partners
  • Handled customer escalations between Tier 2 and Tier 3
  • Documented technical solutions, resources, and solutions within the company knowledge base
2022-082022-11

Customer Support Technician II (T2)

Enseo, Plano, US

United States

  • Provided Tier 2 tech technical support and troubleshooting for customers and global business units
  • Facilitated system maintenance and implemented change management with end users and T1 technicians
  • Supported account escalations and prioritized conflict management of key

accounts to resolve software and hardware issues with servers, databases, and other critical systems

  • Received calls from end-users, created tickets for resolution, and documented accounts and solutions within the company knowledge base
  • Provided technical support and hardware troubleshooting for ethernet, Wi-Fi, and coax networks in international hospitality environments
  • Trained T1 support team members
2022-022022-08

Customer Support Technician I (T1)

Enseo

  • Provided Tier 1 technical support for business partners
  • Fielded incoming calls and tickets from end-users to resolve software and hardware issues with servers, databases, and other critical systems
  • Recorded, tracked, and documented troubleshooting processes
2016-012022-02

IT Consultant

Freelance

  • Repaired and refurbished desktops, laptops, and smart devices
  • Provided consultation for system designs, upgrades, and replacements
2021-042022-01

Locksmith

Bee's Keys, Dallas, US

  • Listened to client needs, tailored individualized solutions, and relayed unfamiliar technical information to laypersons.
  • Installed and supported access control systems and other high security solutions.
  • Provided technical support for company computer systems and network.
2017-082021-03

Studio Assistant

Leonoff Art Glass, Carmel Valley, US

  • Developed and maintained the company website
  • Provided technical support for company computer systems
  • Designed, created, and sold handmade glass artwork
2018-012021-02

Studio Assistant

Masaoka Glass Design, Carmel Valley, US

  • Constructed, repaired, and installed stained glass windows
  • Provided technical support for the company computer systems

Education

20142016

Bachelor of Science

California State University, Monterey Bay

Communication Design, Interactive Media & Game Design 

20122014

Associate of Arts

Monterey Peninsula College

Associate of Arts (A.A.), Liberal Arts and Sciences/Liberal Studies

Skills

  • Network Infrastructure

  • Server Administration

  • System Installation & Maintenance

  • Cybersecurity

  • System Administration

  • Systems Analysis

  • Quality Assurance

  • Technical Support

  • Troubleshooting

  • Hardware Support

  • Desktop Support

  • Customer Service

  • Conflict Resolution

  • Documentation

  • Technical Writing

  • Knowledge Base Management

  • Incident Reporting

  • Employee Training

  • Website Development, Management, & Maintenance

  • Cybersecurity

  • Office 365

  • Windows, Linux, & Mac OS Environments

  • VMware

Contact me

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