Badges
Certifications
Work Experience
Tier II Service Desk Agent
Science Applications International Corporation (SAIC)• October 2021 - Present
• Increase availability and reduce downtime by conducting root cause analysis to identify and resolve technical issues quickly, efficiently, and accurately. • Optimize end-user satisfaction by communicating with customers to explain issues and ensure best practices. • Reduce escalations by utilizing knowledge base and experience to resolve complex issues. • Improve communications by documenting all steps taken in the ServiceNow ticketing system.
Technical Support Manager
Modemco, Inc• August 2011 - March 2019
• Enhanced customer support by ensuring the highest level of professionalism and expertise to increase retention and end-user satisfaction. • Minimized escalations and on-site support by instructing customers with the necessary steps to resolve minor issues. • Increased efficiency and productivity by resolving more than 50% of technical issues on initial calls using telecommunications knowledge, manufacturer documentation, and enhanced research.
IT Specialist
Allen, Kopet & Associates, PLLC• June 2006 - July 2011
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks. • Reduced the downtime of servers by over 25% by implementing security policies and updating software and operating systems. • Substantially decreased the number of software and hardware failures by performing routine maintenance on company desktops.
Education
University of New Hampshire - Manchester
Web Design, MS• January 2020 - Present