Professional Profile

As an always eager technician and documentarian willing to learn and take on new tasks and responsibilities, I strive to ensure a high level of professionalism and proven results. I am confident that my drive to succeed and adaptability would be a valuable addition to any team.

Experience

WellDyne Rx

Service Desk Analyst

08/20–Current

Received professional training for JAMS Operator, making me the subject matter expert for the department.

High volume of inbound calls with a 98% first call resolution.

Acted as the Incident manager, handling all inbound outages from each department, sending out communications, and coordinating with different departments to promptly resolve the issue.

Responsible for the ServiceNow knowledge base documents on the Service Desk team and onboarding processes.

Williams and Williams

Quality Assurance Lead

02/19–06/19

Ship and receive all packages for accountability and quality of the product.

Constant communication with military and law enforcement personnel regarding sales and new client arrangements.

Ground-level computer repair and installations for new software updates.

Abuelo's

Bartender

04/17 – 02/19

Built a rapport with clientele and contributed to growth by providing exemplary customer service.

Implemented a day and night shift cleaning detail to ensure cleanliness standards for both staff and patrons.

Collaborated with up to 25 co-workers to guarantee efficient restaurant operation and preserve low wait times.

Concerto Cloud

Cloud Operations II

10/16 – 04/17

Reduced mean time to resolution by 30% via accurate documentation and knowledge base updates.

Deployed and migrated virtual machines requested by clients by spinning up a template, installing the base operating system, configuring system settings, and installing requested software.

Maintained an open communication line between customers, peers, and management to ensure customer requirements were understood and met.

Duke Energy

IT Security Analyst

09/13 – 09/14

Maintained and created user accounts and permissions on the TSS/360 mainframe using TSO commands.

Created missing documentation for team SOP's and TSS/360 mainframe system.

Supported user accounts and group memberships for 35,000+ users.

Ensured proper training and new equipment setups for all new team employees.

Fielded high ticket flow through BMC Remedy and E-Forms ticketing systems.

Massachusetts Convention Center Authority

On-site Level 3 Desktop Support

02/11 – 07/13

Responsible for all purchasing, including but not limited to, all departmental hardware upgrades using internal software.

Project lead on all significant tasks involving IT departmental changes.

Support, Maintain and install the required software for Windows Server upgrades and VMware.

Team lead for troubleshooting higher-level issues involving end-user problems.

United States Army

46S Public Affairs Mass Communication Specialist

13B Field Artillery

05/06-05/16

Certifications

CompTIA A+

Service Now Administrator

01/2009

(In Progress)

Education

Bartow Senior High School

Diploma

Saint Petersburg College

Associates Degree in Computer Sciences

Graduated 5/2007

Graduated 05/2017

Skills

Active Directory

Metrics and Analytics

Client and Public Relations

Time Management

Attention to Detail.

Knowledge Base Documentation

Windows Server 2016

CSS (1yr)

Leadership Training

Budgetary Awareness

Group Policy

Laptop and Desktop Hardware

Windows Share ACL's

Microsoft Office 365

JAMS Operator

Java Script (1yr)

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