SUMMARY

I have years of experience in multiple disciplines including: Help Desk/Deskside support, IT Account Administration, Document Control, IT Asset Management and Mobile Device support. My technical skills and data analysis techniques have been honed.

EXPERIENCE

Support Technician

Pulte Group/ Jul 2021 – Present

Ensure customer satisfaction by answering calls within two minutes and maintaining a 95% first call resolution rate

Help users with various issues related to Windows 10/11 and Office 365 including but not limited to Outlook profile issues, password resets, VPN connection, and slow performance

Utilize Azure Active Directory for MFA (Multi-Factor Authentication) troubleshooting

Provide support for hardware, software, accounts, and 250 custom business applications

Contribute content to knowledge base for team knowledge share (Document Control)

Serve as SME (subject matter expert) for Hardware Asset Management and 2 applications

Utilize Landis for call center system, Cherwell as ticketing system, and Beyond Trust for remote support

Take ownership of issues through resolution

Work with cross-functional teams to troubleshoot and resolve issues

Systems Support Analyst

Wells Fargo/ May 2016 – Jul 2021

Provide outstanding customer service by listening closely to user concerns and issues, then developing solutions for each situation and assisting the user in requesting their preferred solution

Support Active Directory, Mainframe, Database, Remote Access and UNIX

Prepare updates and corrections to knowledge base

Train team members and users on the basics of using mobile devices for work

Utilize Service Now for ticketing system

Level 2 Desktop Support Technician

Avnet/ Jan 2016 – Mar 2016

Image Dell computers and Surface Pro tablets

Assist with data migration both in person and remotely

Manage escalations and take overflow calls for Help Desk

Utilize ServiceNow for ticketing system and SCCM for software deployment

Configure and troubleshoot smartphones and tablets

Desktop Support & Help Desk Technician

Real Time Resolutions/ Aug 2015 – Nov 2015

Provide Help Desk Levels 1 and 2 customer services

Perform IT Asset Management responsibilities and account provisioning functions

Configure and support iPhones for enterprise email and presentations

Image, setup, and troubleshoot desktops, laptops, virtual machines (VMs)

Prepare technical documentation

Call Center Specialist

FiServ/ Mar 2015 – Jul 2015

Receive inbound calls for lost/stolen and new debit and credit cards

Alert customer to and reviewed probable fraudulent activity on their cards

Achieve high customer satisfaction scores by de-escalating complaints quickly

Deliver an exceptional level of service to each customer by listening to concerns and answering questions

Workflow Coordinator

RR Donnelley/ Apr 2014 – Jul 2014

Manage the ticket queue

Collaborate with clients over the phone and via email

Create, update, and proofread various types of legal documents

Prepare departmental contracts for attorney approval

IT Asset Management Manager

Computer Sciences Corporation/ Aug 2003 – Nov 2013

Conduct analysis and strategy sessions with my team to reduce a 13% level of inaccuracy for data input, down to less than a 1% level of inaccuracy

Train new team members, prioritized work, and provided coaching

Manage a seven-person IT Asset Management team, providing one-on-ones, performance tracking and annual reviews

Experience in completing internal hardware asset audits

Perform data analysis to identify trends

Recommend and implement solutions for asset refresh and standards consistency

Develop procedural documentation

Resolve conflicts and negotiated agreements between parties to reach win-win solutions and clarify misunderstandings

Input information from customer request into the company's Asset Management system

Recommend mobile device purchases and train users in use of said devices

EDUCATION

Bachelor of Arts: Business Management

oUniversity of Phoenix

CERTIFICATIONS

CHAMP (Hardware Asset Management)

CSAM (Software Asset Management)

A+ (Hardware)

Beyond Trust (Bomgar Remote Access Tool)

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