Queue Manager - DMI
(2025-06 - 2026-05)
Oversee and coordinate tasks, request, and incident tickets for federal customer
- Prioritize and assign tickets for resolution
- Identify and analyze incident trends
- Liaison for customers, service desk and other teams for incident completion
- Ensure that Service desk is compliant with SLAs
- Assist in continual improvement processes
- Assist in creation of SOPs and knowledge articles for analysts and customers
- Perform Quality Assurance
- Host daily stand-up meetings where reports on incidents and other tickets are reviewed and summarize major incidents
End User Support Specialist-Tier II - DMI
(2024-02 - 2025-06)
Provide technical support to end-users via phone, email, and in-person
- Troubleshoot and resolve hardware, software, and networking issues
- Document and track all support requests using Service Now
- Install, configure, and troubleshoot software for end-users
- Reset, enable, unlock, extend user accounts
- Reset, restart, add and remove desktop entitlements to vDesks
- Troubleshoot tokens and PIV devices
- Stay up to date with emerging technologies
- Troubleshoot Microsoft applications and a variety of third-party applications
Member Services Representative - Kaiser Permanente
(2022-12 - 2023-08)
- Answer member inquiries regarding benefits, coverage changes, products, etc.
- Provided guidance and assistance to members in various functions of the health care system.
- Unlocked member's accounts, changed passwords, and updated information.
- Escalated service calls to higher-tiered professionals
- Actively trained in new systems and applications
Help Desk Analyst - KenoKozie Services
(2022-01 - 2022-10)
First point of contact for clients assisted with hardware, software, network, and other technical issues
- Identified, diagnosed, and brought resolution to customer issues by using documented troubleshooting items.
- Used screen sharing and remote-control tools to properly vet, collect, and evaluate the customer's reported issue.
- Properly ticketed all customer requests with detailed information regarding the issues reported.
- Troubleshooted Microsoft 365 applications, multiple document management systems, and security platforms used by clients.
- Performed password resets in Microsoft Active Directory, Document management systems, and ensured that multifactor authentication was set up for users.
Customer Service Representative - KnATech LLC
(2017-06 - 2021-09)
- Setup meeting and conference rooms with required technologies, and other equipment
- Trained clients on the use of technologies.
- Greet visitors, handle emails, and answered questions concerning the system.
- Provided new ideas to assist the development of the company.
- Mailed newsletters, promotional material, and other information.
- Received equipment and documented all items received into the Access database.
- Answered and routed phone calls.
- Imaged laptops and desktops
