Network Technician - FCCI Insurance - Richardson, TX
(2020-01 - 2025-12)
- Provided timely technical support and troubleshooting for a range of hardware, software, and networking issues.
- Diagnosed and resolved technical issues related to hardware, software, and business applications, escalating to higher-tier support when necessary.
- Assisted with the evaluation of hardware and software systems, recommending upgrades or improvements to enhance IT infrastructure performance.
- Acted as the primary point of contact for employees needing technical assistance, handling complaints and queries with professionalism to ensure high user satisfaction.
- Supported and maintained third-party business applications, ensuring smooth integration with existing systems and troubleshooting interdependencies.
Service Desk Analyst L2 - TEKsystems - Frisco, TX
(2018-09 - 2019-10)
- Provided telephone, email, and remote support for internal company technology users.
- Managed account creation and modification using Active Directory, Exchange admin center, and MS 365 admin center, including license assignment.
- Logged all incidents and requests in Service Now and acted as an escalation point for L1 analysts.
- Configured, deployed, and set up new computer equipment including docking stations, monitors, and stands.
Support Analyst - HCL America, Inc - Frisco, TX
(2017-02 - 2018-06)
- Updated and maintained issue tickets using Service Now in a fast-paced, dynamic environment.
- Achieved high First Call Resolution (FCR) rates and low Average Handle Times (AHT) while diagnosing and resolving issues over the phone and through web queues.
- Managed account modification through Active Directory and MyIdentityIQ, including SAP unlocks and password resets.
- Configured and troubleshoot MS Office Suite (2010 and 365) and mobile devices (iOS/Android) via ActiveSync and Citrix SecureHub.
- Administered Cisco phone and Cisco Jabber modifications through the Cisco Unity Console Administration.
Technical Support Technician - CompuCom - Dallas, TX
(2008-08 - 2016-10)
- Provided support for Microsoft-based applications and some internal applications for multiple accounts, including POS support.
- Performed account modification via Active Directory (ADM), password resets, and printer issue resolution.
- Supported users via phone, email, chat, and a web-based application, maintaining a high first call resolution rate and averaging 35 calls a day.
Help Desk Support Analyst - First American - Las Colinas, TX
(2000-08 - 2008-06)
- Supported applications, including mainframe emulation packages and Microsoft products, for approximately 30,000 internal and external users.
- Processed and routed 150-200 tickets a day through the TechExcel Employee Webportal.
- Maintained an 85% first call resolution rate and averaged 30 calls a day.
