• Computer Support

• Technical / Customer Support

• Active Listening

• Active Directory

• Service Now

• Servers

• Routers

• Switches

• Microsoft Office

• Microsoft Excel

• Analytical and Critical Thinking

• Attention to Detail

• Windows XP - 11

• Linux / MacOS

WORK HISTORY

DXC Technology, Las Vegas, NV (contract complete) Remote Jul 2023 - Jan 2024

Help Desk Analyst

• First line Help Desk support for DoD contractor Raytheon and Pratt & Whitney.

• Image computers with SCCM.

• Responsible for all aspects of desktop system configuration, performance, and functionality

• Attempt First Call Resolution before handing off to Tier 2 or proper department for resolution.

• Proper handling of escalations and access requests.

• Update status, resolution, and SLA compliance in ServiceNow tickets.

• Resolve end user LAN, network, and printer issues.

• Support Windows 7, 10, MS Office 2016, Outlook, Auto Cad 2015

• Managed and maintained user accounts on Active Directory and Office 635.

Robert Half International, Las Vegas, NV (contract complete) Nov 2021 – Oct 2022

Help Desk

• Managed and maintained user accounts on Active Directory and Office 635 for a leading, Fortune 500 financial firm, LPL Financial.

• Instrumental in training and leading a new group of advisors handling a new support program for LPL.

• Support local and remote Windows 7, 10, MS Office 2016, Google for Business. Office 365

• Managed racks, fixing hardware, server, and switch issues.

• Consistently received positive reviews and praise from LPL Financial, their financial advisors and customers.

Barclay's Bank, Las Vegas, NV (contract complete) Oct 2021 – Nov 2021

Technical Support

• Trained Barclay’s first, fully work from home group of new hires on equipment setup, usage, and login.

• Completed inventory tracking of all equipment in the building ahead of schedule.

• Successfully completed a recycling vendor negotiation.

Venetian Hotel & Casino, Las Vegas, NV (contract complete) Jul 2021 – Sep 2021

Migration Support

• Setup and configure new users on Active Directory, Microsoft Authenticator, Apple MDM and Office 365 on laptops and devices during sale of The Venetian.

• Completed migration of all Venetian staff to new services two months ahead of schedule.

C3 / Everise, Las Vegas, NV (contract complete) Sep 2020 – Jun 2021

Technical Support

• Consistently met SLA set by eero.com for customer interaction and resolutions in a work from home setting, without constant managerial oversight.

• Earned the top scores in my team for customer feedback and satisfaction surveys.

IPGARD, Las Vegas, NV Feb 2020 – Jun 2020

Technical Support Manager

Helped gain NIAP certification for all products and network security,

Completed inventory of all equipment in the building and developed a complete SOP of IT operations

Made the IT Department useful and efficient in bolstering the companies objectives and prosperity.

Asurion, Las Vegas, NV Jun 2019 – Feb 2020

Verizon Tech Coach

• In-bound call center technical support for Verizon Wireless customers

• Assisted customers in identifying issues and explained solutions to restore service and functionality. Translated complex technical issues into digestible language for non-technical users.

• Researched product and issue resolution tactics to address customer concerns, including device upgrades or additional accessories if needed.

DTT / DTiQ, Las Vegas, NV Jul 2013 – Apr 2019

Technical Support Representative

• Provided technical and customer support for DTiQ clients and businesses with POS integrated video surveillance and recording equipment.

• Increased successful Loss Prevention for clients, handling sensitive documentation and video/audio evidence, processed delivered in a timely manner.

• Resolved remote connectivity and hardware problems with various third-party switches, routers, and devices.

EDUCATION

High Tech Institute - Phoenix, Arizona

Associate degree: Information Technology (Not completed)

Roswell Job Corps – Eastern New Mexico University Roswell, New Mexico

High School Diploma