Charlotte Metro area General Contractor with Limited Building license.License #99529

• Updated laptops and equipment inventory to account for all assets currently owned by the organization. Including: Antivirus license, PDF software license, computer make/model/serial number, monitors, etc.• Deployed new computers to employees with Microsoft Azure Active Directory, Microsoft Intune, and Mobile Device Management (MDM).• Main point of contact for employees in Puerto Rico, Charlotte, NC, and Remote.• Provided employee training in software and hardware used by the organization.• Upgraded conference room technology to Microsoft Teams Rooms with full video conferencing capabilities.• Upgraded office Multi Function Printer to account for current and future printing and scanning needs.• Organized and prioritized work to complete assignments in a timely, efficient manner.

• Organized and prioritized work to complete assignments in a timely and efficient manner.• Worked well independently and on a team to solve problems.• Worked with an impeccable attention to detail and a commitment to excellence.• Effectively managed projects from start to finish.• Leader liaison between Latin America/Mexico teams. • Knowledge Manager - Assisted in the creation of Knowledge Articles for the organization.• Project support for the Swimage migration project, Global Protect VPN roll out, and the ServiceNow Unified Portal integration of HR and IT resources.• A key asset in the Panorama Dell Ultra refresh project.• Support 10K+ virtual users in the US, Canada, and Latin America.• Troubleshot issues with AT&T Anira box, AT&T VPN, and the Defender Soft Token.• Used SCCM and Software Center to install software.• Troubleshot SSO log in issues within SailPoint and Okta.• Installed and supported Zoom, WebEx, Cisco Ip Communicator, and Cisco Jabber.

• Supported 4K users in a global organization settings, in multiple languages.• Provided on-site deskside support to the Executive team.• Okta authenticating admin.• On-boarded and created new hire AD accounts.• Granted access to file shares and servers.• Installed software manually and through IBM BigFix.• Managed Mobile Devices using Airwatch Administration Console.• Assisted Project Managers with the planning and implementation of upgrading the Service Desk call routing process, implementing Okta Multi Factor, Service Desk ticket documentation standards, and how to better help external users access internal resources within Citrix.• Collaborated with the implementation of the Major Incident process.• Provided support within Cisco Unified Call Manager & Cisco Unity Connection Administration, which included basic VoIP support and troubleshooting, user’s voicemails configurations, Cisco Jabber setup, and Cisco IP Communicator.

• Ensured that all major incidents were handled in a timely and professional manner.• Facilitated a crash call where all parties were online to give updates as they become available, tracking the Incident through the ticket as it happens, sending communication out to the team, as well as verifying that communications go out to the customers or users affected.• After the Major Incident is resolved, I followed through and assigned Major Incident Reviews Actions MIRAs to specific users such as Service Owners in order to find out if there is anything that could be done to avoid the same situation in the future or what could be implemented as a protection/failover mechanism.

• Provided first call support to Pest Prevention specialists to troubleshoot Motorola CN4, MC65, MC75 wireless handhelds, OS issues, wireless signal issues, installing and staging devices to pest specialist in the field.• Provided help desk support for requests coming in over the help desk phone line, private phone lines, voice mail, email, and walk-ins.• Collaborated with other teams such as Tier 2 in order to come up with favorable fixes for end-users’ issues and applications errors.• Strictly followed the defined SOP of trouble ticketing, ticket escalation and notification, and ticket resolution.• Provided first call support to Steritech’s Brand Standards field auditors. Troubleshot Microsoft’s Surface Pro 3 & 4’s, IOS hardware such as IPad and IPhone, re-imaging of such devices, and configuration.• Remoted to user’s devices through TeamViewer, Bomgar, and V-Link.• Managed user’s through Active Directory, performed password resets, and added users to distribution lists/groups.• Managed user’s google accounts and rights through Google Admin Console and Active Roles (ARS).• Provided intermediate support for G-suite products: Google Docs, Sheets, Slides, Groups, etc.• Managed Mobile devices using Airwatch Management Console.• Handled shipping and receiving of equipment through UPS Campus Ship.• Remove access for users once they were terminated or if they left the organization.

Working under contract for Rentokil-Steritech North America

• Provided technical support and troubleshooting assistance to students using desktop workstations, printers, and other campus technologies.• Maintained computers, printers, projectors, podiums within the student learning environment. By continuously monitoring the organization’s IT assets and infrastructure I was able to maintain a properly working environment for students and staff to use. • Resolution of Support Request (SR) tickets by utilizing Footprints software to closely track and monitor any issues• Disassembled, rebuilt, and replaced computer components in workstations that had hardware failure which allowed them to be utilized again with minimal downtime.• Ensured that the installed applications and network functioned properly and sorted out minor issues such as insufficient speed and crashes• Deployed new computers and other hardware components• Provided secure remote access assistance to clients who needed Microsoft Office support and general questions

*Answered phones in a timely manner and helped patient with their needs. *directed calls to their respective department. *Monitored the Spanish voice line for Charlotte Eyes Ear Nose and Throat: Called patients, Scheduled their appointments and translated as needed. *Handled referrals: scanned, input information into Centricity Group Management systems, contacted the patient to schedule their appointments.*Assisted new employees with questions and training.*Assisted coworkers with general IT questions or concerns.

*Answered phone in a timely manner and helped patient with their needs. Scheduled appointments*Translated (English-Spanish) for Dr. Grayson and his technicians*Assisted with creating and updating patient's forms.*Assisted with IT questions and removal of computer viruses.*Collected medical payments, copays, and deductibles for surgeries,*Scheduled cataract/ yags/ lasik, surgeries at different hospitals and outpatient surgery centers.*Handled prior authorizations from different insurance departments.

*NC General Contractor licensed since 2008.*Performed all aspects of operating a small business as managing partner for 6 years.*Managed 30 Subcontractors and supervised their jobs, in the drywall industry.*Cooperated in the planning, development, and opening of new company.*Organized documents, receipts, invoices, timesheets, and payroll information for subcontractors.*Organized documents and receipts for accounting and taxes purposes.

I worked in the bilingual department (Spanish and English) for OnStar, I was in charge of providing customers with their welcome package, directions, and emergency assistance.

Bilingual Customer Service, Purchase Orders, Quick Book Pro, Sales.