Experience

• 

  It-ready

  Sept 2012 - Dec 2012

  Apprentice

  Learned both the essentials of CompTIA's A+ certificate as well as other business skills not often taught in the classroom.

• 

  Virteva | a crossfuze company

  Apr 2013 - Apr 2019

  Alongside my normal workflow as an Analyst, I also serve as a Team Leader, Shift Leader, and Subject Matter Expert for several clients. I also serve as a "go-to reference"​ for many other Analysts on the Service Desk when they have a question that needs to be answered.Additional duties include Quality Assurance, Quality Management, Knowledge Management, and Coaching. Level 1 support with the Managed Services team, answering calls from over 50 different client companies based across the world. Daily tasks include troubleshooting over the phone, providing thorough documentation of the problems and solutions used to solve them, doing necessary research and testing to solve more complex issues, and making sure all the caller's problem are resolved in a correct and timely manner. Intern for a large-scale point-of-sale system rollout. Worked closely with the client company to assure that new systems were installed properly. Responsibilities included level 1 troubleshooting, check-in calls, appointment confirmation, after-call work, and end-of-day status updates.

  • Lead Analyst

    Sept 2015 - Apr 2019

  • Service Desk Analyst

    Jul 2013 - Sept 2015

  • Project Intern

    Apr 2013 - Jul 2013
• 

  Crossfuze

  Apr 2019 - now

  Lead analyst, knowledge

  Virteva merged with Crossfuze in April 2019.Presently, my role has me working on the creation and maintenance of our internal knowledge articles for our clients. I also serve as a Subject Matter Expert (SME) for several of them, and "fill in" if another SME is unavailable or out of the office.When not working on our knowledge base, I take support calls and handle incidents, while also being a "go-to resource" for other Analysts should they need assistance.