Dec 2022 – Apr 2023 · 4 mos · Remote

• Assisted system and global administrators in finding solutions for Microsoft 365 applications.
• Assisted billing administrators with questions about their subscriptions to Microsoft 365.
• Assisted global administrators in setup and configuration of Microsoft 365 tenants.
• Answered questions from Education and Nonprofit organizations on options from Microsoft.
• Conducted personalized training sessions for customers on using Microsoft 365 applications.
• Collaborated with cross-functional teams to identify and implement process improvements.
• Maintained accurate records of customer interactions and feedback.

Jul 2022 – Nov 2022 · 4 mos · Remote

• Contractor to Pearson Education
• Provided technical support to teachers and staff by troubleshooting and resolving software and hardware issues.
• Assisted and troubleshot issues with virtual classrooms using Adobe Connect and Zoom.
• Reset of Passwords for Connexus Web Portal, Gmail and Domain Accounts.
• Assisted with the setup and installation of classroom technology.
• Collaborated with local IT agents to ensure all devices and systems were functioning properly.

Oct 2021 – Jan 2022 · 3 mos · Remote

• Three month contract for Heartland Dental LLC
• Aided in adding 300 new dental offices to the Heartland Dental information database.
• Conducted thorough investigations of governmental licensing, and the previous companies websites to develop complete dental profiles.
• Collaborated with team to develop, format, and implement dentist profiles to the companies information database.
• Analyzed web profiles of dentist's to develop a comprehensive list of skills and specialties.

May 2019 – Jun 2021 · 2 yrs 1 mo · Remote

• Contractor to Asteria Inc.
• Provided support for the web education tools: Prepworks and Staarmaster Digital Programs
• Supported and trained off shore team members to improve their support abilities with the programs.
• Created and maintained SOP (KM/KB) library.
• Did yearly setup project of the program files for all digital courses.
• Lead Zoom meetings with clients, staff, and management to work through difficult issues.
• Took support cases through web, chat, and phone from educators, administrators, parents, and students to resolve issues.
• Troubleshot complex issues, identifying root causes and implementing effective solutions to minimize downtime and improve system performance.

Sep 2018 – Jan 2019 · 4 mos · Plano, TX. · On-site

• Contractor to LanSource Inc.
• Provided remote support for customers under contract with LanSource for all of their computer needs.
• Supported desktops, laptops, tablets, servers, smart phones, printers, and firewalls
• Software support for Windows XP to Windows 10, VPN, Duo, Sage Accounting, Office 2010 and Office 365, and Exchange
• Created AD and exchange accounts, office 365 accounts, and processed requests for disable, archive, and remove accounts.
• Recovered files using ShadowProtect, or off-site storage systems.

Jan 2018 – Jul 2018 · 6 mos · Denton, TX · Remote

• Contractor to FEMA
• Phone support for the https://Disasterassistance.gov website
• Remote IT support for customers trying to log in to the assistance web page.
• Assisted customers with account setup, navigation of website, and basic use and services of the system.
• Password reset support for businesses and agencies accessing the FEMA grant portal system.
• Contractor through Quadrant Inc. to ACT Now for the FEMA Contract.

Nov 2016 – Dec 2017 · 1 yr 1 mo · Irving, TX · On-site

• Provided technical support to end-users through phone, email, and in-person communication.
• Monitored and responded to system generated alerts.
• Diagnosed and resolved hardware and software issues for desktops, laptops, and mobile devices.
• Tracked and documented all support requests and resolutions in a ticketing system.
• Accurately escalate tickets per standard operating procedures (SOP) to ensure that the SLA is maintained.
• Primary contact from help desk for all ISP/WAN/MPLS related issues
• Maintain and update help desk support knowledge base documents (KB/KM)
• Provide accurate, timely, and professional updates and resolutions on all supported issues.

May 2016 – Nov 2016 · 6 mos · Irving, TX · On-site

• Contractor for Forterra for 6 months, then converted to employee.

Mar 2012 – Feb 2016 · 3 yrs 11 mos · Richardson, TX · On-site

• Provided desk-side (break/fix), email, and phone support for the school of computer science faculty and staff.
• Served as Windows system administrator for all computers and VM machines.
• Collaborated with cross-functional teams to identify and address system and software issues, resulting in improved system reliability and uptime.
• Maintained the hardware and software lifecycle for all school equipment, to include the three open student labs for a total of 200 seats.
• Created and deployed windows deployment services (WDS) image to student lab computers each year.
• Served as the Microsoft DreamSpark administrator for the school of computer science.
• Implemented and setup a new 60 seat learning classroom computer project.

Mar 2011 – Jan 2012 · 10 mos · Coppell, TX · On-site

• Working third shift with little or no supervision provided after hours support to any of the Brinks US employees.
• Reset passwords, troubleshot hardware and software issues
• Worked with the NOC on network outages and kept team supervisor aware of the situation.
• Maintained a higher average available time than team average.
• Maintained a much higher-than-average number of email requests processed.
• Performed active directory account changes for new hires and terminations following SOX compliance rules.

Jun 2007 – Aug 2010 · 3 yrs 2 mos · Dallas, TX · On-site

• Maintained 25% lower AUX/ACW time than team average.
• Held customer satisfaction scores in top 10% of team.
• Supported around 1000 In house/out of box applications.
• Supported SWA headquarters hardware, and aircraft drink ordering handhelds.
• Converted from Matrix Resources contractor to employee at 6 months.

Dec 2006 – Jun 2007 · 6 mos · Dallas, TX · On-site

• Converted to Southwest Airlines employee after minimum time allowed

Jun 1999 – Aug 2006 · 7 yrs 2 mos · Plano, TX · On-site

• Supported Pepsi network/hardware/software for world wide operations.
• Worked third shift, operated with limited supervision and provided proactive support of network.
• Supported Around 1400 in house/out of box applications
• Performed phone support for all desktop hardware, printers, and handheld devices
• Collaborated with the network team and NOC to assist in getting outages mapped and resolved.

Sep 1996 – May 1999 · 2 yrs 8 mos · Carrollton, TX · On-site

• Performed ‘in name’ support for three major computer manufacturers.
• Served as assistant technical team lead for the Apple & UMAX computer contracts.
• Worked the internal agent support line, helping agents find a solution they can use to resolve customer questions and issues.
• Was evening supervisor and technical support team lead for the UMAX computer contract.
• While working on the Dell desktop support team was promoted from consumer desktop support to laptop support and then the major accounts laptop support team.

Oct 1995 – Sep 1996 · 11 mos · Dallas/Fort Worth Area · On-site

• One of only three employees to be certified to support all of DacEasy accounting software.
• Performed initial product testing for Windows 95 accounting application.
• Promoted to Windows 95 accounting team assistant team leader.

Sep 1985 – Sep 1989 · 4 yrs · Friedberg, Hesse, Germany · On-site

• Iron Dukes - 2nd Battalion 67th Armor Regiment 3rd Armored Division
• Trained as M60 and M1 tank crewman
• Assigned to battalion S-3 operations shop as a driver for the assistant S-3 and liaison officer.
• Drove and maintained Jeep and Humvee vehicles
• Part of the first in / last out group for all field exercises
• Assisted NATO forces to integrate and support battalion in the field