-Lefcon IT Support-

August 2022 – Present | Help Desk Technician II

Daily Responsibilities

Supported MSP Clients on Windows 10/11/MacOS, resolved escalated Network troubleshooting, firewall ACL implementation, Hypervisor/VM management & maintenance, application setup/troubleshooting, Azure AD Users/Groups management, assigning, responding to Helpdesk tickets, daily documentation and project management

Primary skills

Networking, Firewall Administration, Switch/Network management, Hypervisors/VM, Cloud Azure/AD, Cisco IOS, SonicWall, Aruba, Ruckus, Ubiquiti, VMWare ESXI, resolving elevated issues.

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-Agiliti Health-

March 2022 - June 2022 | Technical Support Engineer I

Daily responsibilities;

Supported internal company users on Windows 7/10 operating systems, performing PC hardware repair, application setup/troubleshooting, Wired LAN network troubleshooting, Azure AD PC imaging and deployment, Mobile device setup and modified Android systems troubleshooting, wireless network management, assigning, responding to Helpdesk tickets, daily documentation and project updates

Primary skills;

Primary skills; PC knowledge, Networking, various OS, mobile devices, constant continuing personal education.

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-Sizewise Rentals-

January 2019 - March 2022 | IT Helpdesk Technician II

Daily responsibilities;

Supported internal company users on Windows 10/7 operating systems, performing PC hardware repair, application setup/troubleshooting, Wired LAN network troubleshooting, Active Directory OU management, SCCM management, Mobile device setup and modified Android systems troubleshooting, wireless network management, assigning, managing and responding to Helpdesk tickets, inventory management and PC unit deployment, training newer Helpdesk Technicians, daily documentation and project updates.

Primary skills;

General PC knowledge and internal user education, network, OS, mobile device troubleshooting, customer service, handling tickets. Constant continuing personal education.

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-H&R Block Technical Support-

December 2017 - March 2018 | Technical Support Representative

Daily Responsibilities;

Supported Callers utilizing H&R Block software, both locally installed programs and online based options. This included troubleshooting error messages with a ticketing system and workflow of troubleshooting, installation issues, operating system related functionality, browser compatibility issues, and additional knowledge explaining tax code and filing.

Primary skills;

Verbal de-escalation and customer education, troubleshooting and concise verbal direction, general OS and browser knowledge.

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-Tabs3 Software-

January 2016 - December 2016 | Software Support Technician

Daily responsibilities;

Performing troubleshooting, setup and assistance with functionality of the Tabs3 company software, time and billing software designed for law firms. Occasionally working directly with the firms' on-prem support to support facilitating server backups, implement network-share based software installation, printing setup and issues, and workstation configuration. Also facilitated customized Tabs3 software reports and dashboards, typically built with boolean queries or in-house GUI interface.

Primary Skills;

Software troubleshooting and education, customer service, verbal de-escalation, troubleshooting, general OS web browser knowledge.

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-Verizon Wireless-

2014 - 2015 | Tech Coordinator I

Daily responsibilities;

Troubleshooting Network connectivity, resolved escalated calls, mobile app and operating system end-user education and troubleshooting, recommending appropriate apps and
devices per customer needs, back-end network support including cell tower connection management, mobile backup assistance and retrieval, web account management, sales and customer retention.

2013 - 2014 | Customer Care/Tier I Technical Support

Daily responsibilities;

Inbound call direction to proper required department, tier I troubleshooting, innovation and outside-the-box thinking for customer issues, fraud prevention, sales and customer retention, mobile device application and troubleshooting.

Primary Skills;

Mobile device usage and troubleshooting, mobile device operating system education and troubleshooting, cell data network troubleshooting, customer retention, customer de-escalation, account management, billing.