Experience

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  T-mobile

  Aug 2016 - Feb 2018

  Mobile expert

  - Assisted over 60 customers weekly with purchasing, setting up and troubleshooting phones, tablets and accessories- Resolved customer billing issues by reviewing and auditing their account- Adhered to T-Mobile policies and procedures to ensure sales and operation compliance - Collaborated with more than 180 colleagues and attend monthly meeting to meet marketing goals

• 

  Edwards performance solutions

  Jan 2018 - Jul 2021

  - Answer inquiries into the Help Desk, via phone, or electronically - Record events/problems and resolution in ticketing system (Remedy)- Provide first and second level diagnosis & troubleshooting of Microsoft Windows problemsMay provide third level desk side support, troubleshooting network and enterprise related issues- Prioritize service issues, troubleshoot and notify appropriate persons in the event of equipment failure- Maintain a daily log of work performed and submit reports and other paperwork as required- Provide Active Directory account managementProvide VPN support to remote sites - Install and configure new PC hardware and software on desktops, laptops and peripherals such as phones, printers, external drives and other related hardware- Develop, prepare, test and deploy hard drive images - Perform basic computer wired and wireless network troubleshooting Show less - Assist in the development of technical documentation and standards to develop consistent infrastructures - Resolve any internet and network issues, both wired and wireless to the satisfaction of the end user- Install and maintain software and hardware on desktops and laptops- Preform data backups and provide technical support for network issues including routers, and firewalls- Maintain open communication and positive working relationships with staff to ensure customer satisfaction- Provide technical assistance to staff as needed; troubleshoot problems to develop solutions Show less - Assist in the development of technical documentation and standards to develop consistent infrastructures - Resolve any internet and network issues, both wired and wireless to the satisfaction of the end user- Install and maintain software and hardware on desktops and laptops- Preform data backups and provide technical support for network issues including routers, and firewalls- Maintain open communication and positive working relationships with staff to ensure customer satisfaction- Provide technical assistance to staff as needed; troubleshoot problems to develop solutions Show less

  • Service Desk Technician

    Apr 2019 - Jul 2021

  • Junior IT Support Specialist

    Jul 2018 - Jul 2021

  • Help Desk Intern

    Jan 2018 - Jul 2021
• 

  Calnet, inc.

  Jul 2019 - Sept 2019

  Deskside support technician
• 

  Saic

  Feb 2020 - Feb 2023

  • Deskside Support Team Lead

    Nov 2021 - Feb 2023

  • Deskside Support Technician

    Feb 2020 - Nov 2021
• 

  Womble bond dickinson (us) llp

  Feb 2023 - Jul 2023

  Deskside support analyst
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  National education association

  Jul 2023 - now

  Senior technical support technician