Experience

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  Dynasty

  Oct 2013 - Jan 2015

  Executive team trainer

  Professional Problem Solver

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  Clever investor, llc

  Nov 2014 - Apr 2017

  Wholesaler

  Provides best leads to Investors and cash buyers.

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  At&t mobile tel

  May 2016 - Jan 2017

  Device technician

  Performed diagnostics and troubleshooting assistance on problematic handheld devices and electronic devices, such as Android, Iphone, Windows Phones, Ipads, etc.  Explained and coached on handheld electronic device operations and performance and explain how to use specific device functions.  Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.  Identified and solved technical issues with a variety of diagnostic tools. Show less

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  Bank of america

  Mar 2017 - Jun 2017

  Helpdesk analyst

  Provided client facing level one technology support for a Global user base.  Also, provided basic troubleshooting of Microsoft applications and proprietary systems.  Technologies include, but not limited to: Windows 7/XP, Mac OS X, Microsoft Office, Cisco/VOIP telephony, Blackberry, Android, iOS (Ipad/Iphone), and ticketing systems.  Resolved DNS, IP, Gateway and LAN issues for lagging or no internet.  Dispatched and installed or uninstalled applications and software to end-users virtually.  Duties included Tier 1 and some Tier 2 troubleshooting and assistance.  Remained up-to-date on the latest technologies and solutions applicable to company products.  Followed up with clients to ensure optimal customer satisfaction.  Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Show less

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  Baker distributing company

  Nov 2017 - Aug 2018

  It help desk

  Provided technical support for troubleshooting enterprise devices and software.  Assists with troubleshooting the following, but not limited to, Windows 7, Windows 10, Active Directory Accounts, Outlook, IOS, IE and other browsers, etc.  Coached and explains how proprietary systems work and function as well as operating devices.  Duties consisted mostly of Tier 1 and some Tier 2 support.  Managed calls and reports in ticketing systems and escalates when required.  Provided follow-ups with users to ensure tasks have been completed and nonrecurring. Show less

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  Florida blue

  Aug 2018 - Dec 2018

  Business support analyst

  Provided technical support via Skype for troubleshooting Florida Blue internal software and hardware.  Assists with troubleshooting the following, but not limited to, Windows 7, Windows 10, Outlook, Salesforce, Five9 (Telephony), IE, Chrome, etc.  Supported Adobe and Skype training room environments to provide support to classes of agents.  Assists with onboarding agents as well as maintain accounts and profiles, such as staffing changes and terms.  Creates cases using a ticketing system to keep track of issues and assigning to different teams for additional support. Show less

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  Bloomnet

  Jan 2019 - Apr 2019

  Information technology help desk

  Bloomnet (Contract) – Jacksonville, FLProvided B2B support with creating and deploying websites for clients and maintained the site structure.Provided walk-throughs and how-to’s on the functionality of the admin portal that governs the sites.Used Oracle CRM to provide records and service records of all events and troubleshooting.Provided support via phone, email and instant chat to end clients.Assisted in setting up and troubleshooting SSLs and Certificates for domains.Participated in regression testing for websites to ensure functionality is optimum. Show less

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  Csx

  Jun 2019 - Sept 2019

  Information technology help desk

  Receives inbound customer contact (e.g. calls, tickets, email or web chats). Performs rapid assessment of the issue and troubleshoot to determine the next appropriate steps.Maintains a current working knowledge of dynamic/new technologies.Researches, analyzes and evaluates resolutions to common problems with the intent of improving the ability to resolve tickets on the first call.Responsible for creating documentation and training others on equipment, software and processes.Participates in the research/resolution of various issues.Collaborates with peers, managers and technology partners resolve customer issues and ensure proper documentation is in place. Show less

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  Florida blue

  Sept 2019 - Jul 2020

  Information technology help desk

  Handle complex, non-routine and escalated systems administration tickets and tasksMonitors systems and performs maintenance and provisioning support for hardware, such as telecommunication equipment, printers, software and video/audio equipment as assignedGathers and analyzes business requirements to recommend existing design technology solutions that will meet business needs which may include changing or modifying existing systems or researching vendor solutions.Responsible for implementation and deployment of technology design including troubleshooting and resolving issues, developing procedures and documentation.Troubleshoot and repair hardware and software issues according to documented proceduresEnsure accurate asset management and trackingLeads or participates in projects and initiatives as assigned Show less

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  Carmax

  Jul 2022 - May 2023

  Information technology help desk technician

  • Interacted professionally and efficiently with internal customers by assisting with their questions about any of our supported software, hardware, and computing platforms.• Performed remote troubleshooting through diagnostic techniques and ask pertinent and probing questions.• Walked the customer through the problem-solving process.• Ability to quickly identify business critical problems and escalate to appropriate levels.• Ability to be able to show patience, understanding and empathy with customers while focusing on problem resolution.• Addressed customer issues in a timely and professional manner.• Used Service Now to document incidents and requests. Show less

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  County of chesterfield virginia

  Jun 2023 - Jul 2023

  Technical support specialist

  • Provided onsite resources to support users in an enterprise environment, including helpdesk and system support activities. • Assisted with the deployment of computers using our automated systems for a specific computer refresh project and diagnosed various problems encountered during the initial rollout. • Installed and maintained PC hardware and software in the county as well as provided technical information and assistance to staff and customers. • Performed hardware upgrades (disk, memory, network, video, etc.) and physically moved workstations and monitors. Show less

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  Virginia commonwealth university

  Nov 2023 - Dec 2023

  It specialist

  • Performed refreshes on iPhone devices (Rovers) with the latest iOS update and proprietary software.• Provided support on iPhone devices as needed within scheduled departments. • Performed asset management tasks such as logging successfully updated devices, unsuccessfully, number of devices, etc. • Coached and shadowed new hires to teach them how to perform the role.