Latorrey Whitehead

Laveen, AZ *****

SUMMARY

Customer Service with empathy for the customer and Skills to service them.

SKILLS

Typing, IT Support, Operating Systems, Microsoft Windows, Curriculum Development, Negotiation, Math, Remote Access Software, Teaching, Oracle, Active Directory, Office Management, Insurance Sales, LAN, SharePoint, Desktop Support, Cold Calling, SAP, WAN, VPN, VoIP

WORK EXPERIENCE

IT Desktop Support Technician

FieldNation & WorkMarket - Phoenix, AZ December 2019 to Present

I am service provider for various computer troubleshooting needs. My regular office activities:

Troubleshooting network equipment routers, switches, SDWAN, Wireless AP, and Voip

Installation, migration, maintenance and troubleshooting of Microsoft Office

2003/2007/2013/2016/365.

Network connectivity: checking cables, router configurations, and firewall settings.

High server load: might require optimizing code, hardware upgrade, or load balancing.

Software conflicts: update or reinstall applications, check compatibility, and check error logs.

Using Device Enrollment Program (DEP) to assign devices to multiple AirWatch servers

Using Verizon portal to activate phones, change numbers and modify plans.

Using PowerShell to automate support tasks.

Installation, migration, maintenance and troubleshooting of Microsoft operating systems, including

Windows 10, Windows 8, Windows 7, Windows Vista, Windows XP and older versions

Installation, migration, maintenance and troubleshooting client systems in a LAN/WLAN/WAN network environment, including desktop, laptop, tablet and handheld computing

Provided and documented root cause analysis for complex network and application problems

Provided end-user training in enterprise systems and basic operating systems. Wireless account support including new sim provisioning, service activation, international account support for version and ATT. Lost/stolen device account deactivation.

Installation, migration, maintenance and troubleshooting mobile communications (Android, iPhone, and iPad).

Use of a Cellbrite to migrate cell phones.

MDM implementation, installation and maintenance. Including MAAS360, and AirWatch

Active Directory Administrator utilizing AD users and computers and AD Administrative Center; troubleshooting user, computer, group accounts and permissions; troubleshooting and testing group policies. User account and password resets.

Installation, migration, maintenance and troubleshooting of Microsoft Outlook for desktop, laptop, and mobile devices; including syncing with Blackberry Enterprise Server for Blackberry devices and Good for Enterprise for Android, iPad, and iPhone devices

Provided support to site and executive staff members, including remote support for international travelers

Developed and maintained site conference rooms, including dedicated and mobile video conference

Provided both on- and off- site meeting support for site leadership and operations

Provided first-level technical support and training to new users

Evaluated complex customer requirements and provided solutions that leveraged technology to increase productivity and reduced costs and users

Experience with the installation, migration, maintenance and troubleshooting of Microsoft Office products.

Supported smartphones, laptops, and tablets both onsite and remotely for international travelers.

Experienced in the use of several types of authentication, soft token, hard token and secure badge for VPN and LAN access.

Health Insurance Agent

eHealth - Tempe, AZ September 2019 to November 2019

Assisting, educating and registering Medicare-eligible beneficiaries for MA (Medicare Advantage) plans during AEP (Annual Enrollment Period.)

P&C Sales Agent All State Agency

Glendale - Glendale, AZ January 2019 to September 2019

Sold Auto and Home Insurance policies to All State Insureds.

Auto Claims Representative

State Farm - Tempe, AZ September 2018 to January 2019

Well versed in Auto policy and Auto Claims questions. Licensed in all states and territories State Farm services.

Behavior Interventionist

Avondale School - Avondale, AZ August 2016 to September 2018

In-school suspension aid to students with English, Math and other academic needs

Behavior Specialist WESD

NBA/BIS - Glendale, AZ November 2015 to May 2016

In-school suspension aid to students with English, Math and other academic needs

Paraprofessional

SPED Paraprofessional Dependable Staffing - Phoenix, AZ February 2015 to May 2015

Teacher assistant for English and Math students with Special Needs

Site Support Technician

Rio Salado College May 2014 to March 2015

Front desk registration for current, past and prospective students

Paraprofessional

Roosevelt School District September 2013 to February 2015

One-on-one aid to assigned Special-Needs students for most daily activities

Lead Salesperson

Urban Stylez - Battle Creek, MI September 2009 to February 2010

Lead Sales Cashier at a local Clothing store where I handled all store activities

Factory/Machinist

Employment Group October 2006 to July 2009

Assembly, Quality Control, Warehousing and Machinist work at various factories

City Carrier/Clerk

U.S. Postal Service August 1999 to October 2006

Served as a City Letter Carrier and an Automation Clerk handling US Mail

EDUCATION

Associate's in Education

Kellogg Community College - Battle Creek, MI - September 2010 to December 2012

CERTIFICATIONS AND LICENSES

Property & Casualty License

First Aid Certification

CPR Certification

CPI Certification

AWS Certified Cloud Practitioner – Foundational - September 2023 to Present

Driver's License

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