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CAREER SUMMARYTechnologist with 0utstanding customer service and excellent verbal and written communication skills. Strong organizational skills with the ability to prioritize a high volume of adjustment requests, multi-task and prioritize work duties. Ability to make reasonable and sound business decisions based on established standards and guidelines. Technical experience, network configuration, computer hardware configuration, troubleshooting. Additionally, knowledge of Linux, and Windows 10. Ability to work in a fast-paced team environment and to effectively prioritize daily work duties.
CORE COMPETENCIESCommunication and Collaboration | Creativity and Imagination | Digital Literacy | Learning to Learn |Critical Thinking |Problem Solving | Cross-functional Partnership | Roadmap Planning | Self-efficacyTECHNICAL PROFICIENCIESProgramming Languages | Common Operating Systems | Software Proficiency | Technical Writing |Data Analysis |PuTTY |MySQL |C++ |R |Ruby |HTML/CSS | Citrix Workspace | Microsoft Teams | ETL | Microsoft Exchange | Microsoft Outlook | Microsoft Azure Entra ID | Active Directory | PowerShell | Exchange Management Shell | Microsoft Graph | WireShark | Network Traces | Log Analysis
EDUCATIONRowan University |Glassboro, NJ | Bachelor of Arts in Computing & Informatics - Concentration: Cybersecurity | Associate in Marketing | Graduated May 2021
Key Projects Rowan University: Network configuration: configuring routers, MAC address spoofing, PGP: encrypt/decrypt messages, Wireshark: Analyzing packets, Event Viewer: Analyzing logs/troubleshooting, HTML/CSS: creating webpages & forms, MySQL: creating, selecting, altering, and deleting databases and tables.NPower Inc.
Information Technology Fundamentals |New York, NY |February 2021 June 2021Information Technology Trainee at a nationally recognized nonprofit for young adults and Veterans. 16-week classroom instruction designed to launch tech careers and transform lives. The program is centered on CompTIA s A+, ITF and Network+.Hardware Configuration - Performed lab simulations focused on assembly/disassembly of computing devices.Networking Performed lab simulations focused on configuring routers and learned the basics of networking.Troubleshooting - Learned TCP/IP, OSI Model and the troubleshooting process to better troubleshoot computing devices.Applications & Software Used virtual machine software to perform software and application installation and configuration.Security Learned to safeguard confidential information through the enforcement of strong password usage, MFA, and other measures. Cloud Computing | New York, NY | July 17, 2023 October 05, 2023Cloud Computing Trainee at NPower, a nationally recognized nonprofit for young adults and Veterans 16-week classroom instruction designed to launch tech careers and transform lives. The program is centered on the AWS Cloud practitioner and Solutions Architect certification.Networking Creating and configuring Virtual Networks, subnets, load balancers, and route tables.Servers Creating EC2 instances, NAT instance, while also creating S3 objects.
Knowledge Learning about the different services AWS has to offer and differentiating between the most cost-effective, high performance, and low latency services.
Earned Certificate: Google IT Support | CompTIA ITF+ | AWS Certified Cloud Practitioner | Microsoft Office Specialist | Email/Inbound /content Marketing certified through HubSpot Academy | In progress: CompTia Security+PROFESSIONAL EXPERIENCETekExperts | Azure/Entra ID Identity Technical Support Engineer Stage 2 | Remote | Colorado Springs, CO | Feb 2022 Current
Full Time - 40 hours per week Communication Working with 8-10 Microsoft customers a week to provide remote tier 2 technical support for complex issues by phone, teams, email, and chat. Clearly communicating results and next steps with customers and collaborating with Team Leads and colleagues when necessary. Customer Relationship Management (CRM) Using critical thinking by resolving Azure Identity issues, collaborating with colleagues to improve, and deliver exceptional customer service. Using Databases Working with the ticketing system Microsoft Dynamics 365, identifying complex problems, asking probing questions, reproducing issues on virtual machines, gather and analyze data in logs for analytical troubleshooting, and research, providing documentation.
Utilizing tools and resources Use tools such as PowerShell, Azure Security Center, sandbox environments, Azure Wiki knowledge base, and the internet to research issues and perform tasks. Time Management- Responding to Microsoft customers every 24-48 hours, creating, and maintaining an organized routine to work on each case and adapting to customers daily schedule. Working with high impact critical cases, communicating, troubleshooting, and providing updates within every 2 hours. Teamwork Assisting team members by taking over their responsibilities when not available ensuring customers are still consistently receiving the proper assistance, assisting with research of relevant Microsoft documentation and recreating/testing behaviors in sandbox environments.Accomplishments: Consistently hitting goal metrics and higher such as number of cases taken and closed, while providing quality and efficient customer service to customers contributing several high rated surveys to the team overall.
TekExperts | Outlook Technical Support Engineer Stage 2 | Colorado Springs, CO | Remote | Feb 2022 Feb 2022Full Time - 40 hours per week Communication Working with 8-15 Microsoft customers a week to provide remote tier 2 technical support for complex issues by phone, teams, and email. Clearly communicating results and next steps with customers and collaborating with Team Leads and colleagues when necessary. Customer Relationship Management (CRM) Using critical thinking by resolving Microsoft Outlook and Outlook Mobile issues, collaborating with colleagues to improve, and deliver exceptional customer service. Using Databases Working with a ticketing system, identifying complex problems, asking probing questions, reproducing issues on virtual machines, gather and analyze data in logs, analytical troubleshooting, and research, providing documentation.
Utilizing tools and resources Use tools such as MFCMAPI, Microsoft Software and Recovery Assistant, Exchange Management Shell, and Windows PowerShell, registry editor, Fiddler Classic, knowledge base, and the internet to research issues and perform tasks. Time Management- Responding to Microsoft customers every 24-48 hours, creating, and maintaining an organized routine to work on each case and adapting to customers daily schedule. Working with 1-5 high impact critical cases a week, communicating, troubleshooting, and providing updates within every hour. Auditing Examining about 20-50 cases to verify if all required information is present or if further improvements can be made and documenting information found into Excel for Manager Review.
Training Training 3-5 new hires on work processes, documentation, and organizational skills.Virtua | Help Desk Analyst | Wayne, PA | Remote | Nov 2021 Feb 2022Full Time - 40 hours per week Communication - Working with Virtua to provide remote support to patients by answering 30-50 calls a day. Customer Relationship Management Using critical thinking by resolving customer issues such as password Resets, MyChart application account setup, patient registration, appointment scheduling, transferring calls, and documentation. Using Databases: Understanding and using Epic, Calabrio, CRM, Cisco phone system, and physician database.
Collaboration collaborating with the proper teams when needed to complete tasks and assisting fellow colleagues.ActionLink | Dyson, Sales Representative | Deptford, New Jersey | January 2021 August 2021Part time - 16 hours per week Product demonstration one-on-one marketing is performed to show customers why Dyson is better.
Customers are exposed to Dyson s products and the technology behind it.
Conduct demonstrations involving 1-5 people and perform at least 5 demos per hour with a conversion rate of 40%.
Train store employees and new representatives on new products and new Dyson technology.
Conduct group training involving 5-10 store employees every 6 months or during a new product launch.
Monthly Project Management meetings to discuss target goals, maintain good store relationship by training store managers and employees for 20% increase of sales and promotion of store s reward programs. Conduct around 80 product demonstrations per week with a conversion rate of 12%.
Troubleshooting 5-10 existing Dyson customers per month with issues and concerns.
Fix trouble calls and educating customers with BEST practices to get best product performance with 100% customer satisfaction.
MarketSource Inc | Dyson Sales Representative | Cherry Hill, New Jersey | September 2018 - March 2021
Part Time 16 hours per week
Employed marketing strategies to reach 350 customers monthly, 20% purchased $600 of merchandise on average.
Traditional marketing was performed to educate consumers on Dyson s products and modern technology through active demonstrations of the product and allowing customers to assess the products.
Maintained strong store relationship by effectively communicating with at least two store managers and 2-3 employees regarding new selling strategies, display changes, number of units sold, and low inventory reminders.
Achieved consistently high results through an increase in Dyson sales of 44%.
Created and improved strategies to upsell units with an average of $600 in consumer sales/Ranked in top 5% of New Jersey Team.
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