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Work Background
iCIMSSenior User Technician
Nov. 2021Denver, Colorado, United States
ATN InternationalNetworking Operations Center Technician I
Nov. 2018 - Nov. 2021Castle Rock, ColoradoMonitor and manage networking elements for 100+ cellular sites for the rural regions of Southwestern Colorado, Nevada, Arizona, California, Wyoming and Montana. This also includes the islands in the US Virgin Islands, Bermuda and Guyana
Geek SquadConsultation Agent
Nov. 2015 - Mar. 2024Denver, CO
IstonishREMOTE Service Desk Technical Lead
Nov. 2013 - Nov. 2018Jacksonville, NCManaged help desk operations/technical support/onsite troubleshooting for the southeast region of Colorado for the CDHS infrastructure and Colorado State Parks systems (23 counties, 8 parks) Deployed over 150+ workstations for Colorado Department of Human Services (CDHS) Managed remote and on-site support for Colorado Department of Human Services (CDHS) to include: Active Directory (AD) management, printer repair, workstation re-imaging, workstation deployment, server maintenance and user education. Managed remote and on-site support for State of Colorado Parks to include: Workstation re-imaging, workstation deployment, server maintenance and user education
WorldWide Tech ServicesField Technician
Aug. 2013 - Nov. 2013Pueblo, Colorado AreaDell, IBM/Lenovo, Apple, Lexmark and Sony hardware certified technician that supported the Southeast Colorado region
PomeroyDeployment Conversion Tech Lead
Jan. 2012 - Dec. 2012• Supervised the on-site integration team in the conversion of Community Bank of Colorado into the Bank Midwest footprint • Deployed new desktop hardware and software and inventoried old equipment for pickup and disposal
Time Warner CableNetwork Support Specialist I
Nov. 2006 - Aug. 2013Colorado Springs, Colorado Area• Took initiative, created and maintained department Outlook 2007/2010 email templates reducing average handle time (AHT) by an aggregate of an hour over the course of the business day
• Composed technical documentation for installation of email templates onto user desktops. • Troubleshot business/residential based cable modems for connectivity with dynamic or static IP • Created business class email accounts and created static IP blocks.
• Identified and resolved issues regarding business/residential class telephony
• Performed advanced telephonic technical support for business/residential class video services
• Offered on-call support services of business class fiber-based services.
• Facilitated and maintained a call-tracking database to assist in recognizing possible trends for system outages and relaying issues that need to be escalated to higher authority.
CitiCards - Private Label Oil – Commercial Paper GroupCustomer Service Representative
Jul. 2005 - Nov. 2006• Performed customer service research to include handling disputes of card members’ accounts and issuance of commercial fuel cards. • Provided individualized servicing of marketing directed requests and high dollar accounts.
Janus Funds via Talent TreeTransactions Representative
Sep. 2003 - Nov. 2003Processed shareholder’s requests to include: purchases, exchanges, redemption, address changes, automatic monthly investment modifications and ordering shareholder statements.
CitiCards - Diners Club-Club RewardsCustomer Service Representative
Dec. 2002 - Jul. 2005• Provided telephonic customer service to include maintenance of card members Club Rewards balances and point bonuses. • Assigned as process writer for Citisource documentation for Club Rewards.
AT&T BroadbandDesktop Architecture Engineer
Sep. 1998 - Mar. 2002• Facilitated creation Windows NT 4.0 Workstation unattended installation architecture for AT&T Broadband. • Helped create unattended installations of core enterprise software to include: MS Office 2000, VNC and McAfee VirusScan.
• Collaborated with several outside vendors (Dell, Compaq, Panasonic, Toshiba, and Microsoft) creating hardware and software standards for the enterprise. • Created, managed Windows 2000 Professional unattended laptop installation and deployment.
AT&T BroadbandSupport Analyst II / Network Support Technician
May. 1997 - Sep. 1998Remotely maintained servers, client computers, and network connections. Diagnosed network hardware, including network interface cards, modems, hubs, cables, routers and switches. Administered domains, Exchange and MS-Mail servers and solved e-mail delivery problems. Supported remote network access on Windows 3.x, Windows 95, Windows NT, and Macintosh. Administered user accounts for network and electronic mail, administered and maintains remote dial-up access cards and created and maintains technical documents on corporate Web Pages.
Teletech TeleservicesLead Technical and Customer Service Representative – Technical Support
Mar. 1996 - Mar. 1997Performed telephonic technical customer service support to include billing and technical support for CompuServe, performed telephonic software technical support for AT&T WorldNet. Maintained live customer service database for online service such as CompuServe and supervised and conducted training on basic computer knowledge, modems and modem applications such as Procomm Plus Windows 3.x/95, TCP/IP and online services such as CompuServe.
Tandy CorpAssistant Sales Manager
Jul. 1995 - Mar. 1996Conducted sales operations, assisted in store management when manager was unavailable and assisted in training of new salespersons
U.S. ArmyPreventive Medicine Specialist
Nov. 1991 - May. 1995Aurora, COSupervised and facilitated training on HIV/AIDS for over 40,000 personnel, conducted water quality testing including bacteriological testing on various military facilities. Conducted Industrial Hygiene inspections that encompassed sound surveying and lead paint detection for residential areas and conducted infectious disease testing for military personnel to include preventive medicine and education.
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