IT professional

OBJECTIVE

To secure a position in an environment where I can learn and grow, within an organization that utilizes my professional skills.

Summary of Qualifications

●4 years computer network knowledge, setting up and maintaining office networks, local printers, and VOIP implementation.

●CompTia A+ Certified Service Desk Technician with experience troubleshooting MAC OS X, Windows, Android, IOS, and Office 365 suite.

●5 years management experience.

●Proven leadership; goal-oriented with excellent organizational, interpersonal, and communication skills.

●Strong team player; works well within a group trying to achieve a common goal.

●4 years Telecommunication experience.

●7 years Customer Service experience with experience handling irate customers

Lead Help Desk and Depot Engineer

A-3/WWTS/ Carrier Corporation

Palm Beach Gardens, CA (September 2020-Present)

• Lead Help Desk Engineer helping troubleshoot and fix software and hardware issues at walk in center at Carrier Corporation Global Headquarters

• Submit, escalate and follow up on help desk tickets to make sure users are taken care of

• Manage shipping and receiving of assets for the entire United States

• Manage tickets and assign to team members and generate reports to monitor and help drive productivity

• Create depot and walk in center processes and train employees

Account Manager and Jr. IT Assistant

SelectQuote Life Insurance

San Diego, CA (November 2018-January 2020)

• Local Help Desk assistant helping troubleshoot software and hardware issues locally since IT was based in a different building.

• Submitted and followed up on help desk tickets to make sure Agents were taken care of

• Advise clients on insurance policies that best suit their needs, retirement planning, estate planning, and also provide assistance in setting up pension plans for businesses.

• Additional duties include submitting applications, issuing quotes, maintaining client records, and assisting customers file and receive financial compensation

Field Technician

Verizon Wireless

Temecula, CA (April 2017-October 2018)

• Provide troubleshooting for small office and cellular network issues, setup local printing, and provide on call remote Help Desk support for local businesses for cell phone, computer hardware and software, VOIP, and network issues.

• Deliver a world-class customer experience through effective relationships with customers and staff, both internally and externally.

• Remote into client’s systems as needed to help with issues and also provide training for end users.

• Safeguard prosperous completion of the sales process and ensure customer solutions are effectively delivered.

• Document and provide accurate weekly Sales Force reports by agreed deadlines; ensure target sales and exceed assigned quotas.

• Responsible for managing a world-class business sales organization, leveraging outstanding leadership skills while building critical relationships with key decision makers in the retail industry.

• Utilize expert knowledge and support to assist with customer escalations, sales, and contract negotiations.

• Qualify and manage the implementation of technology for local businesses.

Solutions Specialist and Technician

Verizon Wireless

Temecula, CA (July 2015-April 2017)

• Provide troubleshooting for cell phones, tablets, computer hardware and software, VOIP, and network issues.

• Lead both the store and district in sales metrics and total contracts.

• Was involved in the store’s QB program and supported managers in their day-to-day duties.

• Drove business growth with local small/medium businesses as an R2B lead while providing top-notch customer service to every guest that walked in the door.

• As a leading voice for the store, served as a liaison between management and associates, relaying concerns and resolving issues on both ends.

Music/ Office Coordinator

Big Picture Entertainment

Culver City, CA (February 2012-April 2014)

●Worked in a fast-paced environment with heavy pressure from busy producers.

●Compiled cue sheets and communicated with studio licensing departments.

●Handled day-to-day office admin and scheduling, while also managing a crew of runners.

●Provided managerial support and assisted in streamlining the workflow between producers, editors, and support staff while overseeing the security of sensitive media.

Education

●Bachelors of Arts Communication/Media Production Florida State University, 2008

●Computer Programming Certificate University of Phoenix, 2016

Skills

IOS and Android OS fluency

Windows and Mac OS fluency

Microsoft Office 365 Fluency

Troubleshooting

Technology

CRM (DealerSocket and Salesforce)

CompTia A+ Certification

Help Desk

Depot

Sales

Social Media

HTML coding

C++ coding

Java coding

Haitian-Creole language fluency

Customer Service

Networking

SCCM

Logistics

Service Now

References

Available upon request.

Contact this candidate