Experience

• 

  Ndit solutions

  May 2017 - Aug 2017

  Intern

  ·Monitored, resolved, and escalated tickets within the ticketing system queue.·Diagnosed and troubleshot desktop, laptop, and mobile device issues for upper executive administrators.·Updated Windows, applied patches, documented issue resolutions, and remotely configured and managed network printers.

• 

  Montclair state university cehs

  Jan 2018 - May 2018

  Technology services intern

  ·Provided first- and second-level technical support to University staff, faculty, and student workers; resolved network, security, and software application issues.·Executed the imaging of 150+ Windows laptops, PCs, iMacs, and MacBooks, improving device deployment efficiency for over 500 students and staff.·Used a ticketing system to track incoming hardware, loaners, and toners.

• 

  Fanduel

  Aug 2018 - Aug 2024

  ·Partnered with HR business partners and other stakeholders to align learning and development efforts with overall business objectives.·Developed and implemented training programs, workshops, and e-learning modules aligned with organizational goals and employee growth.·Assessed the impact of learning and development programs through surveys and performance metrics to drive continuous improvement. ·Developed and managed training material for virtual instructor-led sessions, including technical documentation and user guides, ensuring alignment with current business and technology needs.·Designed role-specific learning paths to close skill gaps within the technology department, enhancing team capabilities and performance.·Collaborated with external vendors to facilitate AWS virtual instructor-led training sessions. ·Delivered technical support, resolving hardware, software, and network issues. ·Updated documentation and assisted in smooth software transition of AdminWeb, enhancing service desk operations, improving team productivity, and decreasing response times.·Facilitated IT orientation sessions for new hires and served as primary contact for critical system access, ensuring seamless integration of personnel into the company's technical environment. ·Spearheaded resolution of complex technical issues within enterprise IT infrastructure, enhancing system reliability and user satisfaction.·Lead and manage high-priority incidents, working with cross-functional teams to resolve issues efficiently and minimize downtime.·Created documentation, knowledge articles, and training resources to support self-service for the Enterprise IT support team and employees. ·Documented step-by-step troubleshooting processes for common hardware issues across various devices (PCs, laptops, and iMacs), empowering end-users to diagnose and resolve problems without escalating tickets. ·Managed IT service tickets through the Jira Ticketing system, ensuring timely and efficient resolution of issues.·Worked with other IT team members to escalate complex issues and ensure a smooth IT operation across the organization.

  • Learning & Development Lead Associate

    Jul 2023 - Aug 2024

  • Enterprise IT Training & Development Lead Analyst

    May 2022 - Jul 2023

  • Enterprise IT Support Lead Engineer

    Mar 2022 - May 2023

  • Senior IT Support Engineer

    Mar 2021 - Mar 2022

  • IT Support Engineer

    Feb 2019 - Mar 2021

  • Help Desk Technician

    Aug 2018 - Feb 2019
• 

  Eos energy enterprises, inc.

  Mar 2025 - now

  It specialist