Senior IT Support Analyst currently advancing my career by pursuing certifications, skills development, and strategic job search.Additionally, I volunteer at the Southlake Focus Group, resolving technical challenges and sharing valuable insights to support others.This combination of continuous learning, technical expertise, and community involvement reflects my commitment to leadership and empowering others as I prepare for my next impactful role.

In my role as an IT Support Analyst as an IT consultant, I provided comprehensive training on productivity applications to end-users, ensuring 100% customer satisfaction. I collaborated with vendors to resolve proprietary equipment and software related issues, while administering ongoing support for hardware, software, and user support. Additionally, I managed the onboarding/offboarding process for new hires, managing end-user accounts in Active Directory, On-Prem and Microsoft 365 Entra-ID environments.

Results-driven product management specialist with a strong background in new product introductions, customer engagement, and market growth. Led the Cisco-Webex SEED program, achieving a 50% adoption rate and contributing to 25% annual revenue growth. Skilled in collaborating with cross-functional teams across sales, logistics, and engineering to ensure seamless execution and high-quality product experiences. Expertise in customer support, user testing, and strategic feedback integration. Successfully maintained business continuity and stakeholder engagement during the pandemic, particularly expanding program support in Latin America and delivering robust customer-facing support for product launches.

Provided technical and product support for new product introductions, supporting product and engineering teams through testing, troubleshooting, and early field trials of Cisco telepresence devices. Managed inventory and logistics for Cisco collaboration seed units, overseeing headset testing and software upgrades to ensure seamless deployments. Responsible for product and logistics support of the Cisco Headset 560 Series, contributing to high standards of product quality and customer experience.

As Project Lead, I enhanced customer service delivery through targeted improvements that elevated the customer experience. I planned and executed multiple electrical projects, demonstrating strong leadership and project management skills. Ensured code compliance and safety by coordinating inspections with local and state government inspectors and collaborating closely with management, consistently driving project success and upholding high service and safety standards.