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Work Background
System Analyst
Summit - Secure Cloud SolutionsSystem Analyst
Jun. 2017 - Apr. 2025North Carolina, United States
Helpdesk Analyst
HCL TechnologiesHelpdesk Analyst
Oct. 2016 - May. 2017Cary, North Carolina• Resolve technical issues or problems over the phone, email, or by using remote systems support. • Create a ticket for all incidents using Remedy/Salesforce ticketing system. • Troubleshoot Store Point of Sale (POS) issues. • Maintain and create accounts in Active Directory. • Setup email accounts on Android and Apple devices. • Install and configure desktop computer hardware, software and peripherals. • Install and setup networking protocols for new and existing clients. • Map network printers for retail and corporate users. • Document installations, maintenance process for Desktops, Laptops and Macs. • Troubleshoot remote connectivity issues and assist with VPN issues.
FiOS Support technician - Tier 2
Mercury ZFiOS Support technician - Tier 2
Aug. 2016 - Sep. 2016Morrisville, North Carolina- Assist Field Technicians by troubleshooting the logical side of a customers services. - Ensure that the customers hardware/software are working properly through the use of management systems - AMS 5200, AXSVision, and Panorama · - Ensure the customers account is provisioned correctly through the use of Simpl. - Ensure that any changes made in the management system are correctly implemented and sent properly to the switches and routers through the use of Triad and Gateway. - Ensure the Field Technician is sent to the right place to fix anything that is not in my realm of services.
Lead Assistant Manager/Acting Manager
Circle KLead Assistant Manager/Acting Manager
Aug. 2014 - Mar. 2016Hiring, Training, and Scheduling Employees Working with PDI Enterprise, Epik, Peoplesoft, Retalix, and Topaz. Being able to competently run a store as a manager when none were available and step in where ever I was needed – from calculating payroll, being a cashier, to cleaning the store and doing the order.
Technical Support
ACS - CaryTechnical Support
Oct. 2011 - Jan. 2012Cary, North CarolinaWorked in the Sprint portion of the company Handled payments and other basic customer support Handle more in-depth support such as refreshing devices, soft and master phone resets, checking areas for tower outages and other various cellular device problems.
Shift Manager
WilcoHessShift Manager
Jul. 2009 - Mar. 2010Ensure a clean and stocked store Ensure that the store and cooler order were done Train new staff members coming in.
Home Delivery Carrier
The News & Observer Publishing CompanyHome Delivery Carrier
Mar. 2006 - Jul. 2017Help customers with their accounts by explaining important changes and putting them in contact with the correct people to speak with Insure accurate delivery of papers everyday Keep in contact with customers to ensure that they are not only satisfied with my delivery but also with the service they receive from the help desk as well.

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Customer Success Associate Role
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