I’m passionate about helping others through coaching and feedback to better serve customers or co-workers. In my role here I have worked with both customers and team members to ensure their success, by clearly outlining each step necessary to achieve their goals.
INFORMATION SYSTEMS TECHNICIAN “A” SCHOOL COURSE DECEMBER 2015 USN IT “A” SCHOOL
760-hour course, CompTia A+ 801/802
Includes fiber optics, digital microwave, radio frequency (RF) theory and operations; tactical and commercial satellites; Local
Area Networks (LANs), Wide Area Networks (WANs), telecommunications, messaging, and SCI
Applying diagnostic and restoration techniques using knowledge of electronic and operational systems theory
Advising on capabilities, limitations, and conditions of equipment; implementing production control procedures including input/output quality control support; implement and monitor security procedures
Performing organization level maintenance and repair of Command, Control, Communications, Computer, and Intelligence Systems.
Volunteer clean-up after school hours as well as for miscellaneous requests.
Skills & Abilities
Consulted with neighbors about their needs to ensure they received a device that would best fit them. This required me to probe and troubleshoot their current device to make the most appropriate product recommendation. Consulted on a variety of products ranging from electronics to house hold items.
Course work in effective communication as well as leadership training
Facilitated and presented information as required by the US Navy and Level 2 Group presentation
Throughout my time with employers as well as the United States Navy, I have been tasked with facilitating time sensitive tasks, coordinating with other departments and seeing them through to completion.
CONNECTION CENTER ASSOCIATE SAM’S CLUB NOVEMBER 2013 TO MARCH 2015
Cell phone sales, contract set-ups, customer service, and overall knowledge assurance as well as technical support with cell phones, tablets, computers, and any other miscellaneous electronics.
UNITED STATES NAVY RESERVE IT2 U.S. NAVY DECEMBER 2015 TO APRIL 2018
Complete all paperwork and tasks expected of me each month as required of my service.
On-the-job training in many aspects of IT work such as building CAT5/6 cables from scratch, conducting educational presentations on varying subjects (Intro to WiFi Fundamentals), and much more.
IT support for all computers and devices connected to the secure network, such as putting in work tickets to fix the printer at
Direct and supervisor junior sailors on what needs to be done during drill weekends
Conduct any training that needs to be done with the unit, teaching junior and senior enlisted members
Provide personal advice for fellow sailors when requested
OVERALL TECHNICAL EXPERIENCE
OS Platforms: Windows 10 and Apple OSX, Android and iOS
Software/Tools: Google Cloud, Google Earth, Microsoft Office, Excel, PowerPoint
Networking: Windows Server 2012 and older, MS Exchange
Hardware: Routers, Switches, Servers, Desktops, Printers, Audio and Video.
OVERALL PROFESSIONAL EXPERIENCE
Working with local community to acquire used hardware in the construction of a IT Lab of switches, routers, servers, and desktops for offensive and defensive network security training on DDOS attacks, malware, software backdoors, data breaches and remote access and many more subjects of interest.
Ensured Windows system security through secure system access, monitoring, control, and routine security evaluations under the supervision of colleagues on base.
Crimping, running, and repairing Cat5/6 cable and fiber optic connections as required.
-Conducting audits/aux reports for team members to ensure accurate payroll statements.
SAFEWAY ALBERTSONS JUNE 2016 TO NOVEMBER 2016
Cashier; customer service and cash handling
Fuel Station Attendant; assist customers with fuel needs, lottery, inventory, restocking, as well as any technical support issues that come up during the day, whether with lottery machine, new registers and chip reader, or gas pumps.
LEVEL1 CUSTOMER SUPPORT AGENT RING.COM NOVEMBER 2016 TO DECEMBER 2016
Troubleshooting Ring.com products and applications, internal chime kits, iOS, Android phones/tablets/computers, Windows phone and computer
Replacing units after extensive troubleshooting, only when necessary
Testing compatibility with chime kits in the home, mechanical and digital
LEVEL 2 CUSTOMER SUPPORT AGENT RING.COM DECEMBER 2016 TO AUGUST 2017
Direct point of contact for Level 1 Team members as well as other departments (NA, SupEscal, Nesting, etc)
Serving as the final verifying contact for next step troubleshooting
Analyzing all notes and steps given or taken by the Level 1 support to ensure all appropriate steps were taken prior to getting to Level 2.
Remote log in into neighbor routers and networks, port access, DMZ, and other router settings
RING SOLUTIONS ADVISOR LEAD RING.COM AUGUST 2017 TO PRESENT
Conduct Side by Sides and Huddles to improve team performance for Ring Solution Advisors and L1s
Direct point of contact for Ring Solution Advisors and Ring Solutions Advisors Supervisors
Monitor and assist each team member with day to day coaching, tasks, training, and questions
Conduct reports and analysis of team members AUX and KPIs
Discuss and implement solutions for overall improvement of the department and company as a whole
Facilitate and foster growth, both personal, and professionally for each of the team members in the department
References: Available upon request