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Work Background
Arizona Department of Economic SecurityPC Hardware Technician
Jan. 2023United States• Providing Tier 3 support for multiple DES Divisions through email, chat, and service request/incident tickets in ServiceNow. • Leveraging knowledge of provisioning computers Windows 10+, providing break fix solutions, and warranty repair solutions. • Working with a variety of teams such as, HR, Security, EAM, Google, and AD Manager, providing support through the onboarding process by acting as the face of the new hire experience. Providing first day deployment support to new/returning DES employees. • Assisting in asset management for multiple DES divisions by coordinating with CAMS for delivery, recovery, and storage of assets. QA Testing for software/hardware implementation. • CURRENT PROJECTS: Knowledge Base Group Leader, focusing on Template Creation: SOP for Tier 1, 2, and 3 Technical Support, New Hire Support, and Asset Management SOP. DTS Desktop ITSM Ticketing Standards creation and implementation. Kiosk Coordinator for Gemalto Fob Replacement Project Chandler. MDU Tier 3 Representative for InTune. Tier 3 Remote Queue QA Lead.
WealthTechnical Support Specialist, Security
Jan. 2022 - Oct. 2022United States• Reporting directly to the VP of Security working to streamline procurement, asset management, onboarding and offboarding, enterprise admin procedures, and providing internal technical support for up-and-coming FinTech start up employees. • Providing Tier 1 & Tier 2 support through tickets and chat via Jira, Slack, and Zoom. • Asset Management Leadership leveraging knowledge of provisioning computers– reinstalling OS for Mac and Windows computers, security and asset management software installation, as well as purchasing, storing, and shipping assets for new users. • Application Account Access Management working as an Enterprise Administrator for Google Workspace, Jira, Slack, Zoom, JumpCloud, Cisco Umbrella, Sophos, and Secureframe Admin, etc. • PROJECTS: Creating Knowledge Base templates and Articles for Provisioning, Technical Support, and New Hire Support. Testing Security Implementation Updates. Quarterly Access Review Security Audits utilizing Secureframe and reporting via Google Sheets.
CarvanaTechnical Support Specialist, Service Desk
Jun. 2021 - Jan. 2022Tempe, Arizona, United States• Providing customer service and technical support to a wide array of employees at Carvana whose focus is creating and improving on the customer experience. • Demonstrating the ability to quickly familiarize with company policy and procedures – providing phone, remote, and ticket case support through JIRA, AWS CCP, RingCentral, TeamViewer, and Zoom. • Providing support via OKTA to authenticate customer security and information. • Application Account Access Management for programs such as Admin 3.0 (Carma & Internal Tools), Salesforce, ADManager, DealerTrack, Accutrac, Quintiq, RingCentral, InContact and more. • PROJECTS: Working with Leadership to improve on Service Desk processes. Offering Knowledge Base creation with an emphasis on creating one stop solutions for Service Desk agents.
Arizona State UniversityInformation Technology - Student Services Specialist
Jun. 2017 - Oct. 2018Polytechnic Campus• Providing customer service and technical support in a dual role for prospective students, current students, parents, faculty, and staff of Arizona State University. • Demonstrating the ability to quickly familiarize with university policy and procedures – answering inquiries by clarifying, researching, locating, and providing accurate information. • Providing phone, email, and chat support – through Salesforce, ServiceNow, and Bomgar Remote Support Portal. • Blackboard Analyst, DUO Support, TK20, ASU Facilities Tier 1 Support • Leveraging Peoplesoft and DUO to authenticate customer security and information. • Acting as a SME for training incoming IT and Student Services staff. • Use of Salesforce and ServiceNow to document call resolutions, research solutions, and escalate to Tier 2. • PROJECTS: Quality Assurance Pilot-- focusing on improvement of providing quality support. Salesforce Template Creation-- working with IT leadership to provide personal knowledge of Salesforce template creation. Knowledge Base—offering personal content to KB documentation and creation.
Arizona Department of AdministrationService Desk Technician
Dec. 2016 - Feb. 2017United States• Providing service desk support via email • Completing Active Directory title assignments and general trouble shooting for existing and new hire employees of ADOA. • Triaging support requests to appropriate departments during system transitions
Sherman & Howard L.L.C.Legal Assistant: Estate and Tax Planning
Jun. 2016 - Oct. 2016Scottsdale, AZ• Providing administrative and clerical support to highly sought after estate and tax planning team. • Demonstrating the ability to quickly familiarize with company policy and procedure, mailing, emailing, estate planning document preparation, editing, and scheduling. • Building upon knowledge of productive organization skills, time management, and team communication, in a fast paced environment. • Educated and assisted fellow employees with technical support needs utilizing previous IT background.
Centene CorporationSTAFF SUPPORT: Medical Insurance Technologies
Sep. 2015 - Dec. 2015Tempe, AZ• Providing excellent support and customer service to Centene and partnered employees – case workers, medical staff, IT Liasons.
• Demonstrating the ability to quickly familiarize with company policy and procedure, network environments, and documentation procedures.
• Supporting users within medical claims systems such as TruCare and Amisys. • General troubleshooting: Avaya Applications, Citrix Applications, and account lockouts through Active Directory.
• Use of ServiceNow to document troubleshooting and research solutions.
PearsonPRODUCT SUPPORT: K-12 Technologies
Jul. 2014 - Jul. 2015Chandler, AZ• Providing customer service based technical support for schools and clinics across the globe.
• Demonstrating the ability to quickly familiarize with products with limited training – PowerSchool, Schoolnet, Pearson Inform, and Clinical Assessments.
• General troubleshooting: database import/export issues, information verification, test results, product errors and information training.
• Restoring database backup / recovery using SQL.
• Maintaining Oracle database customer information for Clinical customers.
• Use of Salesforce to document troubleshooting and search solutions
State Farm ®IT SUPPORT: Microsoft Office
Jul. 2012 - Feb. 2014Tempe, AZ• Providing “Remarkable” customer service for State Farm Employees, Agents, and Agent staff.
• Using trained skills to solve Microsoft Office software errors.
• General network troubleshooting for WAN, LAN, CDLAN, WWAN, WAP, using VPN Access Utility.
• Workstation backup/restore for Windows 7 OS / Internet Explorer
• Supporting other retail software applications, including, Adobe, SharePoint, Lotus Notes, Good For Enterprise, Quicken, SecureLogin and ISAM, as well as the installation of software.
• Use of Service Manager & E Gain v10 to document troubleshooting and search solutions.
Solar Bear LLCSCHEDULING COORDINATOR/CSR
Sep. 2010 - Mar. 2012Chandler, AZ• Scheduling HVAC technicians for a family owned and operated company.
• Responsible for service descriptions, scheduling, warranty and customer complaints via phone, email or mail.
• Inbound/Outbound fast paced environment requiring a goal driven, detail oriented individual.
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