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SummarySeasoned IT professional with extensive helpdesk experience, specializing in efficient problem resolution through advanced root cause analysis. Adept at creating comprehensive technical documentation to streamline processes and enhance team knowledge base. Committed to continuous learning and leveraging education to stay at the forefront of IT support best practices. Proven track record of improving system reliability, reducing ticket resolution times, and elevating overall user satisfaction through meticulous troubleshooting and clear communication.EducationBachelor of Science, Network and Communications ManagementDeVry University Orlando 2003 - 2006Experience321 Gaming LLC - Owner & OperatorFeb 2019 - PresentManage 321Gaming.com curating local gaming events and social media content.Hosted multiple online tournaments and free in-person gaming events at recreation centers.Created Search Engine Optimized copy for blogs to help foster the gaming community in Brevard County.Microsoft + Nuance Communications - Tier II IT Support (Acquired by Microsoft)Aug 2021  May 2024Implemented barcode scanners at Melbourne location for asset intake accuracy, efficiency, saving hours of manual data entry.Built rapport to troubleshoot remote users for Microsoft 365 products, applications, and networking issues on escalations for repairs or part replacements.Provided technical documentation, data recovery and assisted with securing assets for litigation hold.Genova Diagnostics - I.T. HelpdeskJun 2014 - Aug 2021Mobile Device Management for Apple devices for 200 remote users.Completed Windows migration and computer hardware upgrade projects in North Carolina and Georgia offices.Supports and maintains user account information including rights, security, and systems groups through Active Directory tools.Point of contact for after-hours On-Call support for escalation and Root Cause Analysis.Identified and reported unused Salesforce licenses to help save $20,000.Use Atlassian products to create and manage documentation for knowledge base.Computer Specialist, Presidio (Orlando Utilities Commission)2008-2013Hardware Refresh Project  Replaced over 800 PC/Laptops with Windows 2000 to XP SP3 within 1 year.Managed 4 summer students for various projects including inventory tracking, updating documentation, and refreshing hardware.CertificationsApple Mac OS X Certified Associate - Pearson VUE 300785047Microsoft AI Learning Intermediate  MicrosoftSEO, Udemy Course, 2019Web PortfolioSpace Port StoriesChatGPT / CoPilot / AI PromptingShort stories written with GPT models.http://www.spaceportstories.com321 Gaming LLCSEO/Marketing/WordPresshttps://www.321gaming.comgnarlyXRExtended Reality (XR/AR/VR) Content Creatorhttps://www.gnarlyxr.com/Familiarity and ExperienceMDMAdobe Creative CloudLAN/WANActive DirectoryMicrosoft WindowsSalesforceDHCP/DNSVOIPiOSJira/ConfluenceCisco VPNMicrosoft OfficeNumara FootprintsMac OSTeamsSharePointSEOHP PrintersSCCMCitrixWyseVolunteeringUbisoft Annecy 2017  PresentManaged SteepCommunity.com for Ubisoft Steep players to share user generated content.Met with developer team for Alpha, beta, and current stages of AAA game Riders Republic.Created and managed content focused on supporting player base on YouTube and Instagram platforms.