Experience

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  Cadence aerospace

  Aug 2013 - Dec 2020

  • Provide onsite support (EUC) by following appropriate company standards of PC imaging, configurations, and software installations.• Troubleshoot hardware/software, Microsoft operating systems, and computer peripherals. • Assist the System Administrator with racking and stacking networking equipment.

  • Help Desk Technician

    Jul 2020 - Dec 2020

  • Test Technician

    Jul 2019 - Jul 2020

  • Mechanical Assembler

    Aug 2013 - Jul 2019
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  Insight

  Dec 2020 - Mar 2023

  • Effectively manage issues through multiple forms of inbound incidents/requests in ServiceNow with a timely and professional manner (Queue calls, emails, incoming chats).• Troubleshoot and resolve tickets related to hardware/software, VPN, Windows 10/11 operating systems, O365 applications, and computer peripherals.• Accurately prioritize, categorize, track and log calls, tickets, chats, etc. following client or internal tracking protocols.• Trained over 30+ new service desk agents using knowledge base articles, ticket handling protocols, problem solving, and customer service skills.• Written over 40+ knowledge-based articles. Show less

  • Team Lead Services

    May 2022 - Mar 2023

  • Senior Service Desk Representative

    Dec 2020 - May 2022
• 

  Hyatt regency phoenix

  Mar 2023 - now

  The Information Technology Manager functions as a Business Manager for the technology department and ensures all areas of the hotel are supported with proper computer systems in accordance with the brand standards of the hotel and company.Duties and Responsibilities: Administration, security, installation, configuration, and troubleshooting of all site hardware and software. Support of site end user, infrastructure, back office, and guest environments. Maintain and update documentation of all hardware, systems and software licensing. Troubleshooting for software and hardware systems. Vendor communication. Maintain annual IT audit compliance. Maintain PCI compliance. Communicate and enforce adherence to all IT security standards, practices and requirements. Technology collaborating with site departments to complete system implementation, upgrades and enhancements. Elevate issues as appropriate to resources after due diligence and review. Liaison for communication of IT requirements, practices and standards to site. Support and review the installation of the infrastructure during renovations. Show less Included but not limited to:• Provide level 1 & 2 support for colleague and guest requests for hotel systems and applications using the internal ticketing system• Schedule and perform regular software and hardware maintenance• Follow appropriate company standards of PC imaging, configurations and software installations• Establish priorities for daily, weekly, and monthly projects and related tasks based on business needs to meet deadlines• Apply or assist in operating system patches, application updates, and approved corporate software tools for Microsoft Windows Server Operating Systems• Maintain internal software/hardware inventory systems• Assist with general IT needs by colleagues• Frontline support for all telephonic issues including both administrative and guestroom phone lines•Frontline support for all Micros tickets• Assist with the support and system onboarding of all new hires Show less Included but not limited to:• Provide level 1 & 2 support for colleague and guest requests for hotel systems and applications using the internal ticketing system• Schedule and perform regular software and hardware maintenance• Follow appropriate company standards of PC imaging, configurations and software installations• Establish priorities for daily, weekly, and monthly projects and related tasks based on business needs to meet deadlines• Apply or assist in operating system patches, application updates, and approved corporate software tools for Microsoft Windows Server Operating Systems• Maintain internal software/hardware inventory systems• Assist with general IT needs as directed from the Area IT manager• Frontline support for all telephonic issues including both administrative and guestroom phone lines•Frontline support for all Micros tickets• Assist with the support and system onboarding of all new hires Show less

  • Information Technology Manager

    Mar 2024 - now

  • Senior Information Technology Analyst

    Aug 2023 - Mar 2024

  • Information Technology Analyst

    Mar 2023 - Aug 2023