Autonomous Vehicle Assistance Agent - TaskUs - Miami, FL
(2026-02 - 2026-04)
- Documented incidents, recovery actions, and technical findings while providing feedback to engineering and operations teams.
- Recovered stranded autonomous vehicles and safely transported them to designated service locations.
- Diagnosed and troubleshot software, hardware, and connectivity issues, performing system reboots and recovery procedures when required.
Global Ops IT Support - World Fuel / Kinect - Doral, FL
(2025-09 - 2026-01)
- Provided IT support for global operations teams and end users across multiple regions to ensure minimal downtime for business-critical systems.
- Acted as escalation point for Tier 1 support, troubleshooting/resolving complex hardware, software, and network issues across Windows 10/11 and macOS.
- Managed user identities, access, and group memberships using Azure Active Directory (Entra ID).
- Supported VPN connectivity, network configurations, and endpoint access issues, escalating to engineering teams when required.
- Oversaw full hardware and asset lifecycle: procurement, imaging, deployment, tracking, maintenance, and decommissioning.
- Followed ITIL-aligned workflows while handling tickets averaging ~20 daily. Documented root causes, resolutions, and procedures in ticketing systems to improve knowledge base quality and reduce repeat incidents; then applying this to create KB Articles.
IT Desktop Support Specialist - Renuity IT - Miami, FL
(2025-01 - 2025-06)
- Delivered Tier 1 and Tier 2 support for hardware, software, and network issues across diverse platforms.
- Managed user accounts, permissions, and group policies in Active Directory and Microsoft 365.
- Monitored IT service ticket queues using tools like ServiceNow or Jira, prioritizing and escalating incidents.
- Onboarded and trained new employees on IT tools and cybersecurity best practices.
- Collaborated on infrastructure upgrades and security patch rollouts.
- Documented technical procedures and solutions in internal knowledge base.
IT Helpdesk Technician - CBiZ EdwardJones - Remote
(2024-03 - 2024-12)
- Provided desktop/IT support via phone and chat, resolving software, hardware, and network issues under strict SLAs.
- Supported Microsoft 365 Apps, Salesforce, and PolyCom systems.
- Monitored network endpoints (switches, routers, access points) via Cradlepoint NetCloud.
- Managed user configurations in Active Directory.
- Escalated and documented incidents in ServiceNow while handling high ticket volumes.
IT Analyst / Helpdesk Analyst - Vaco - Remote
(2023-02 - 2023-12)
- Delivered IT support for MSP healthcare clients via phone, email, and chat to client and customer satisfaction.
- Used Active Directory for user management, including account unlocks and configuration.
- Managed high ticket volume from medical staff; installed and configured Windows and medical software.
B2B Advanced Technical Support - MCI Mass Markets (Optimum/Altice) - Remote
(2022-09 - 2023-02)
- Provided specialized white glove customer and technical support to business clients in the telecommunications industry.
- Diagnosed and resolved complex internet, cable, and VoIP issues.
- Configured static IP/POP3 email settings and performed system updates to enhance performance.
