- Answer incoming calls- Created incoming issue tickets in ServiceNow- Reset users passwords in AD- Worked within iSeries (AS400) and Karmak systems- Worked with hardware issues

• Help desk support for 2500+ company employees across 27 resorts• Unlocking users AD accounts with verification of employee identification numbers• Resetting users AD passwords• Manage users VM when unable to login • Install/Uninstall software on physical laptops and desktop• Software used:1. Active Director2. HPDM (HP Device Manager)3. Remote Desktop4. SCCM (System Center Configuration Manager)5. vSphere Client6. InContact7. ServiceNow- Service desk ticketing system8. AD Audit Plus9. Citrix Receiver10. Citrix Director• Deskside support: -Deployed new computers, monitors, and phones -Support users per tickets assigned - IT support on the floor of one of our call centers• Inventory Management: - Call center assets are tagged and logged per department

-Airwatch support-Active Directory- creating new hires with accounts, removing terminated employees, changing user profiles, adding/removing users from security groups.-Microsoft Exchange- setting up users with Outlook accounts-Desktop support- computer setup, support with issues from logging in to not able to connect to the network, adding/removing software from computer, printer installs (network/local)-Ticket reporting-Support about 1500 to 2000 users across a corporate office, two call centers and 13 resorts

TSA IT Service Desk: Provide IT support to TSA agents and officials. First Call Resolution of IT issues including password reset, enterprise activation, printer installation, VPN setup, creating .PST files, mapping of drives. Issues that are not resolved are documented and elevated. Remedy Ticket System is used to document First Call Resolution and Elevated issues. Remote Desktop Support Technician supporting TSA ITIP contract.Support and resolve computing requests remotely via telephone and/or remote tools. Computing requests include problem diagnostic/troubleshooting, and break-fix solutions• Active Directory password resets• Active Directory account unlocks• Uses Remedy ITSM system to write up customer incident tickets• Outlook issues• Remote access

• Handle inbound customer care calls • Gather data and document proper systems per customer• Troubleshooting technical issues on Samsung phones and tablets• Document customer information and issues

• Maintain Company and customer equipment• Installed cellular equipment• Ran power cables to power bays• Filled out and submitted expense reports• Planned daily routes of work• Ran power cable from equipment to power bay

U.S. Marine Corps 2003-20082004 to 2008 Maintenance Technician- 3rd Radio Battalion, Kaneohe Bay, Hawaii• Scheduled and conducted monthly inventories for four multi-million dollar accounts• Supervised up to 12 co-workers on monthly preventive maintenance and accountability of gear• Made sure all end items were completely functional and they had all there proper inventory, by doing so saved the Battalion thousands of dollars by not ordering new pieces of inventory, I held my co-workers responsible for missing pieces gear.• Appointed Safety Officer for my shop and performed monthly checks on safety equipment 2004 to 2005 Maintenance Technician- 3rd Radio Battalion, Kaneohe Bay, Hawaii• Performed preventive maintenance on ground common gear• As a shop we received gear in that was either broken or not complete, we had a spares cage that we had so we could replace missing gear; we tried to have a turnaround rate of about two weeks.• Trained on unit specific gear in preparation for deployment• Our unit used some uncommon gear that the Marine Corps is use to, before deployment I needed to be up to speed on this equipment in order to be able to fix it and how to get new parts for it.