Experience
Kaymann
Media
Jan. 2016- Aug. 2016
Chief Technology Officer
San Antonio, TX
•
Collaborated with local enthusiast to
develop social media and web development startup.
•
Facilitated full stack web development
utilizing Adobe Creative Suites.
•
Created brand awareness via web
development, promotional items, and social media.
•
Managed search engine optimization,
user interaction/experience design, and social media analytics.
Manpower/Accenture
Aug. 2014- May
2015
Application Support
Analyst
San Antonio, TX
•
Interacted directly with the customer
to carry out the activities of the Help Desk and Department of State’s
Integrated Logistics Management applications.
•
Conducted daily operational
requirements and activities for Level I support as assigned by team leader.
•
Provided input to reports generated by
the team. Carefully documents all activities in ServiceNow Ticketing system.
•
Provided technical support to end users
on a variety of issues. Identifies, researches, and resolves technical
problems.
•
Responded to telephone calls, email and
personnel requests for technical support.
•
Documented, tracked and monitored
issues to ensure a timely resolution.
•
Maintained Help Desk’s inventories,
FAQs, POC list, user lists, or other data collections related to the Help
Desk representative responsibilities and job functionality.
Randstad/Citigroup
Mar. 2014 – June 2014
Enterprise
Service Analyst San Antonio, TX
•
Provided technical assistance and
support for incoming queries and issues related to CitiGroup systems,
software, and hardware.
•
Responded to queries over the phone and
online.
•
Provided training for end users on
software, hardware, printers, and internal systems.
•
Maintained daily performance of
CitiGroup systems.
•
Responded to email messages for
customers seeking help.
•
Facilitated troubleshoot protocols
including probing questions to determine nature of problem.
•
Guided customers through
problem-solving process.
•
Installed, modified, and repaired
computer hardware and software.
•
Maintained communication and follow -up
with customers to ensure issue has been resolved.
•
Produced reports to determine
malfunctions that continue to occur.
•
Tracked tickets and route to different
queues as necessary.
CACI
INC Oct. 2012 – Sept. 2013
Support
Desk Coordinator III San Antonio, TX
•
Provided IT Support for Air Force JWICS
users.
•
Managed Remedy Ticketing Systems and
assign or escalate tickets to appropriate technicians and back shops.
•
Monitored SolarWinds, troubleshoot and
report outages.
•
Submitted daily outage reports for any
nodes that are nonresponsive in SolarWinds.
•
Provided troubleshooting for end users
regarding hardware and software issues.
Goldbelt
Raven June 2012 – Oct. 2012
Tier
I Technician-Support Technician San Antonio, TX
•
Provided IT telephone support to a
network of over 90,000 users.
•
Enforced system access, operation,
maintenance, and disposition requirements.
•
Reviewed and verified currency of user
accounts, accesses, and logins for AHLTA, CHCS, Essentris and Blackberry
Enterprise.
•
Monitored IS performance to ensure that
recovery processes, security features, and procedures are properly restored
after an IS has been rebooted. Also, ensure that processes, security features,
and operating system configurations are unaltered.
•
Performed remote administration and
Bomgar procedures as daily.
•
Utilized Remedy ticketing system to
document calls and resolve or properly escalate trouble tickets to appropriate
personnel
Abacus
Solution Group Oct. 2011 – June 2012
IT
Specialist, Tier I – Support Technician San Antonio, TX
•
Provided technical phone support with
routine inquiries and problems related to software (Windows 2000 based),
hardware (printers, hard drives and other peripherals), network operations,
and enterprise services (shared drives and file restoration) under the
NIPRNET (unclassified) Air Force help desk (approximately 400,000 AFNet
users).
•
Utilized Remedy Action Request System
to document calls and properly escalate trouble tickets to local
Communication Focal Point, Network Operating Center, Event Managers and other
Tier 2.
•
Administered and managed user accounts,
computer accounts and different other accounts that the Air Force requires
via AFNet DRA.
•
Provided support and assisted Client
Support Admin (CSA) and Network Computer Center (NCC) with special requests
•
Provided administrative support by
managing distribution lists and organization mailboxes.
•
Skilled in troubleshooting hardware,
software and network connectivity issues via remote assistance on client
workstations.