I am proud to have been promoted to the Tier 3 position for the 3-D Application Support team. Taking on this role involves being the third escalation point for app support, a Major Incident Manager, and providing advanced general IT support across the board. This role has flexed my interpersonal skills between clients and vendors, along with being an informal leader of my service desk team.

Tier II Service Desk Analyst responsible for application support for a variety of medical software and hardware. In charge of facilitating the closure of tickets, handling major incidents, and writing documentation to further improve the companies ever-growing knowledge base.

Responsible for handling critical network and phone issues for over 100 facilities.Managed and monitored network infrastructures such as switches, routers, phone systems, and more.Worked with local techs and vendors to troubleshoot and resolve internet and phone outages.Configured telecommunication settings in various phone and fax systems.Took ownership of tickets escalated by the Tier 1 team for next level support.Worked in collaboration with specialized teams within the company to ensure progress was being made in critical situations.

Responsible for taking calls and working with a diverse demographic of customers to troubleshoot computer problems.Became comfortable with many different peripheral hardware such as printers, scanners, and signature pads.Worked in an office environment to collaborate and work together for the betterment of the team.Utilized many remote software tools such as DameWare, Ivanti EPM, and Azure Admin Portal.Gained an in depth understanding of a Microsoft Exchange/Azure environment and how it works with Active Directory.Assigned projects to build and maintain deployment packages that increase the productivity of the Service Desk team.Balanced my focus between incoming calls, support tickets, and projects for efficiency.

Responsible for maintaining computer hardware and software for ten clients on a weekly basisManaged the yearly distribution of 200+ laptops, desktops, and other devices at a local Catholic high school and grade schoolsManaged network infrastructure such as switches, firewalls, and serversUtilized Putty for switch management to configure network portsUtilized Freshdesk and Zendesk to log and managed Help Desk tickets Use knowledge and on-the-job experiences to diagnose and troubleshoot hardware and software problemsRepair and restore machines to peak performanceLaid upwards of 2000 ft of ethernet cable

Managed Lifeguard staffing and scheduling of 15+ employees to keep pool operations running at maximum efficiency while maintaining a high level of safetyOpened and closed pool at designated hours of operation and made decisions for closing pool due to inappropriate chemical levels, inclement weather, and low water temperatureProvided maximum pool area surveillance and response to emergencies by rescuing pool patrons and administering first aidHandled chemicals such as chlorine and hydrochloric acid to maintain safety, cleanliness, and quality standards of pool water