Help Desk Technician - CND Life Sciences
(2025-08 - 2026-01)
- Document resolutions in ticketing systems and contribute to user training and knowledge base documentation.
- Collaborate with cybersecurity teams to enforce security policies and improve incident response workflows.
- Manage user account provisioning, access controls, and software installations in Microsoft 365 and Azure AD environments.
- Provide Tier I and II IT support to internal and external clients, resolving technical issues related to hardware, software, and networking.
Technical Support Representative - Axon
(2025-01 - 2025-05)
- Resolved technical issues related to Axon products, networking, and performance.
- Installed and configured software/hardware setups for clients and staff.
- Developed expertise in Axon product suite and contributed to product training.
- Applied knowledge of AI tools such as ChatGPT and natural language processing.
IT Help Desk Specialist - PCG Public Partnerships
(2016-04 - 2023-07)
- Delivered Tier I and II support through email, phone, and remote sessions.
- Managed onboarding for new hires including account setup in Azure.
- Maintained systems security in collaboration with security teams.
- Trained and supervised new IT support staff; coordinated hardware procurement.
- Conducted remote diagnostics and troubleshooting for distributed teams.
IT Help Desk - State Farm
(2014-03 - 2016-01)
- Resolved technical issues via inbound support calls and ticket system.
- Installed Office software and escalated system-level issues as needed.
Order Specialist - Wells Fargo
(2013-09 - 2014-01)
- Processed hardware/software orders through internal systems.
- Performed troubleshooting and password resets for ordering platforms.
