• Maintaining confidential databases• Utilize active directory to create profiles and to help end users reset passwords.• Utilizing a proprietary FDOT ticketing system to troubleshoot Florida Turnpike tollplaza devices and remotely resolve network communication.• Use Linux based system to restart processes and devices to alleviate issues remotely.• Ensure all servers and data centers are communicating properly so such vitalinformation can be exchanged answer client phone calls and provide support to endusers.• Monitor network-related alerts and ticketing issues in a priority-based order providesecurity control for FDOT Toll plaza personnel.• Ensure roadside networks are functional and triage any problems that may occur.• Maintain CCTV cameras using CMS pro and Avigilon.• Make sure revenue is being collected for a multi-billion enterprise by verifyingtransactions over the network.• Ensure servers, UPS, Generators, and A/C units are functioning correctly and triageaccordingly to priority levels using SCADA.• Monitor switches and routers using Solar Winds.• Assist with any lane software support to Field Technicians as needed.

• Specialized in customer retention utilizing various tools such as lowering monthly bills by highlighting the benefits of the product. • Proficient in Zendesk, CRM and CSG systems. • Ability to diagnose issues, resolve client grievances, document client file for future reference while corresponding with the client real time. • Experience with billing systems and data entry.• Developing client relations through product knowledge and expertise.• Able to upsell products and educate customers on how they can reduce their monthly cost.• Ranked #5 out of 400 agents for retaining business.• Respond to incoming IT ticket requests and escalating when needed.

• Responsible for making sure guests orders are fulfilled and specific requests are met beyond customer expectations. Strong listening skills and knowledge of all food and beverage items on the menu. Managing cash/credit card transactions accurately and timely.• Maintained a clean restaurant environment by sanitizing the tables/side stations and glassware.• Responsible for greeting guests and making sure they are sat at a reasonable time.• Ensured guest’s personal needs were accommodated. • Led and trained new team members by educating them on new food items and beverages on the menu. Taught trainees by having them shadow and engage within a team-based work environment.

Provided remote/onsite tech support at Lake Brantley High School. Responsible for fixing staff computers, installing hardware and software onto computers. Delivered computers and parts to classrooms. Updated databases in excel.