• Troubleshoot (e.g., problems with PCs, laptops, laser printers, network access, e-mail access) according to service level agreements; fulfills service requests and document problem and resolution in problem management system to be compatible with Epic Healthcare program.• Inspected computer systems and resolved technical issues on a regular basis with a 90%+ success rate based on service level agreement in a clinical setting. • Provide individualized support and build positive relationships between professional staff and residents.

Supported and conduct tier 3 troubleshooting. Responding promptly and professionally to user issues received via telephone, email, web, & internal escalations. Managed and optimizing our helpdesk tracking system and providing technical support for our systems including Google Workspace, Zoom conferencing, Slack, DUO, JAMF, and Microsoft Office. Supported the success of team members by Providing orientation and user training on software applications, including Microsoft Windows, Mac OS, Google Suite, Microsoft Office, IT security overview, etc. Performed laptop upgrades, builds, rebuilds, and swaps Perform iPhone and Android installations and configuration Onboard new hires that ranges from setting up their systems and training. As a team member of the IT department, assist in the evaluation, installation, upgrade, and configuration of software and hardware. Maintaining documentation, policies, and processes related to laptops, systems environments and vendor account maintenance. Responded to Service and customer request (e.g., requests for new software, hardware installation) and troubleshooting tickets (e.g., PCs, Windows 8, 10, 11 laptops, tablets, I supported the deployment and maintenance of our hardware, software,MacBook, laser printers, network access, e-mail access) according to service level agreements; fulfills service requests and document problem and resolution in problem management system. Managed communications infrastructure across 400 users and multiple locations. In my IT supporting role I was responsible for a variety of platforms, operating systems, applications, and cloud apps. Managed and optimizing our helpdesk tracking system and providing technical support for our systems including Google Workspace, Zoom conferencing, Slack, DUO, JAMF, and Microsoft Office including Microsoft Windows, Mac OS, Google Suite, Microsoft Office, IT security overview, etc.

• Respond to Service and customer request (e.g., requests for new software, hardware installation) and troubleshooting tickets (e.g., PCs, Window’s 8, 10, 11 laptops, tablets, MacBook, laser printers, network access, e-mail access) according to service level agreements; fulfills service requests and document problem and resolution in problem management system.• Driving and implementing multiple projects across the business on time and within budget, including an online planning tool.• Install hardware and other components such as monitors, keyboards, etc. Manage and provide support for peripherals, including printers and classroom technologies. • Administrator in Active Directory and Okta to reset passwords, resetting Multi factor, unlock accounts and give new passwords.• Handled support tickets, evaluated, determined root cause, and collaborated with internal technical support to ensure a near 100% problem resolution • Ensured uninterrupted services, organized, and scheduled upgrades and maintenance for workstations • Communicate new information and problem resolutions to the Technical Services staff, end users and other groups as necessary.• Carry out all other role-related tasks as assigned by the IT Management.

• Respond to Service request (e.g. requests for new software, hardware installation)• Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. May also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed.• gathers and analyzes information about the user’s issue and determines the best way to resolve their problem.• Communicate new information and problem resolutions to the Technical Services staff, end users and other groups as necessary• Perform other related duties as may be assigned.

CompTIA ITF+ certified CCENT in progress • Using features and functions of common operating systems• Identifying common software applications and their purpose• Setting up a workstation• Establishing network connectivity• Using security and web browsing best practices

Responsible for mitigating risk in oversight of 12,00 to 14,00 prison population by analyzing data and implementing solutions.• Managed operational leadership for the installation, operation and maintenance of integrated protection, control (hardware/software) and automation systems.• Managed and oversaw situational leadership training for 200 staff members, interviewed and created action reports for detection of unauthorized personnel. Instructor and trained in CPR, EDCT Enhanced Disturbance Control Team, Crisis Management to ensure all stakeholders were prepared. To understand winning strategies and sustained success.• Senior Office, Managed oversight of population ranging between 100 officers, 80 staff members 1,200-14,00 inmates, technical and physical security for the facility. I collaborated with internal colleagues to provide develop fresh approaches to utilize new systems for officers .• Sectary of the union, served as a key member of the council to diagnose needs of 100 officers and 80 staff members, prescribe solution, negotiate policy, and problem solve to build and meet upper managements demands for Institution.• U.S. Department of Justice, Federal Bureau of Prisons,Federal Law Enforcement Training Center, Glynco, Georgia Corrections Officer Certificate of Graduation, 2008Four Foreign Language Awards Special Act Award – Exemplary handling of an emergency situation related to official employment

• Manage logistics, maintenance, transportation, and safety of personnel being transported.• Team leader of small Army unit, responsible for individual training, personal appearance and cleanliness ofsoldiers.• Led 6-person team maintaining $5M in vehicle equipment and maintenance for readiness in San Jose Ca• Prepared briefing reports and maintained all secure convoy deployment records for 350 soldiers and ensuring100% availability rate.• Review orders, production schedules, blueprints, or shipping or receiving notices to determine work sequences and material shipping dates, types, volumes, or destinations.• Inspect or test materials, stock, vehicles, equipment, or facilities to ensure that they are safe, free of defects, and consistent with specifications.• Motivating, developing, and directing people as they work, identifying the best people for the job.• Analyzing information and evaluating results to choose the best solution and solve problems.• Army Basic Combat Training – Training program of mental and physical preparation for service in the United States Army.• Army Commendation Medals – Meritorious Achievement for Dedication and Selfless Service in Operation Iraqi Freedom Security Force Certificate of Achievement from 478th Transportation Company 63rd Regional Readiness Command, Operation Pacific Survivor, Certificate of Training • Letter of Commendation from Atlantic Ordnance Command Expeditionary Force (LEF) Kuwait Naval Base

• Evaluated, authorized, and recommended approval of real estate loans 40% percent of the time.• Oversaw customer service call center operation and strategic sales plan for mortgage market, ensuring it is inline with company’s mission.• Self-motivated, with sense of urgency and the ability to multi-task, work many sales opportunitiessimultaneously while working in a fast pace environment.• Analyzed applicants' financial status, credit, and property evaluations to determine eligibility.• Increased sales lead 25% of the time through phone referrals and effectively maintained database of contactinformation.• Served as key member of sales team in helping drive market and mortgage strategies.• Analyzed applicants' financial status, credit, and property evaluations to determine the feasibility of granting loans.

• Strived for operational excellence, effectively utilized time to exceed quot• Responsible for operation and maintaining equipment in a large-scale production factory.• Completed training in inventory control and lean manufacturing.• Trained by Toyota Japanese personal in Just-In-Time and automation with a human touch.

Honorable discharge from the United States Army• Accomplished over 500 convoy security transfer missions across transportation operations in support of Operation Iraqi Freedom within the Kuwait and Iraq theaters of operations.• Conducted vehicle checkpoints and provided force protection support during convoys operating within Kuwait and Iraq. • Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.• Provide for public safety by maintaining order, responding to emergencies, protecting people and property, enforcing motor vehicle and criminal laws, and promoting good community relations.• Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.• Performed regular force protection patrols around the camp perimeter and monitored restricted personnel.• Guarded gates and implemented appropriate security measures, ensuring inbound and outbound personnel were in accordance with Post Commander’s Standing Orders.