IT Applications Support Specialist at Marmic Fire and Safety (2023-01 – Present)
- Communicated with users and development teams to convey technical data needed to resolve defects
- Provided application support for ServiceTrade and Sage100 software, including onboarding, offboarding and extensive support for current users on laptops and mobile devices
- Participated in software release processes, including assisting with documentation, training development and quality assurance testing of new software enhancements
- Aided users with DeviceMagic mobile forms application on laptops and mobile devices
- Interacted with 3-4 teams across departments to convey information, ticketing, and technical data needed to assess and resolve software defects
- Use of Office 365 to analyze and transport data
Instructor/Facilitator/Coach (2020-01 – Present)
- Leads 1 on 1 sessions with learners to enhance proficiency and confidence
- Leads and oversee activities for play-based and immersive learning
- Encourages leaning through multipronged kinesthetic, auditory and visual approaches
- Research and organizes various curricula, online libraries, databases and media
- Develops and implement various curricula
- Establishes and communicates clear objectives for all educational activities
- Schedules and prepares flexible lessons, using Microsoft 365
- Plans activities that provide learners with opportunities to observe, question, and investigate the world
- Give constructive, age-appropriate feedback
- Troubleshoot, diagnose and resolve all hardware (tablet and PC), printer and software problems
- Use evolving technology to support learning and retention
- Adept at managing multiple tasks simultaneously
Bilingual IT Support Analyst at WestRock (2017-01 – 2022-12)
- Used collaborative tools such as Microsoft Teams and Zoom to connect to co-workers
- Responded to support requests from users and vendors via carious media to resolve technical issues
- Diagnosed and resolved application, PC hardware, printer, iPhone, Android and software issues
- Resoled issues with DNS, VPN connection and Wi-Fi connection
- Applied knowledge of Windows 7-10, Office 365 and GoToAssist to rectify software problems
- Input data into tracking system (ServiceNow) to log support requests
- Utilized ServiceNow, ActiveDirectory and SCCM to probe root causes of requests
- Assisted with Bitlocker recovery to allow access to users
- Performed re-imaging of computers (at least once per month)
- Explained service procedures to users to effectively manage service delivery expectations
- Identified recurring and potential problems to escalate to senior team members
- Maintained awareness of service level agreement targets to help meet and exceed expectations
- Managed multiple projects and tasks while competing deadlines successfully
- Transferred all unresolved calls to higher-level support and followed up with user to ensure resolution
- Communicated prompt updates to ensure user satisfaction and productivity goals
- Provided real time assistance to peers via Microsoft Teams
- Mentored 3 new analysts to support learning and growth in position
- Participated in rotational on-call support
Technical Support Analyst at Sage (2015-01 – 2016-12)
- Identified the root cause of a client's software (SaaS) or system issues
- Used system analysis and testing techniques to solve complex application and system challenges
- Supported products using SQL databases
- Analyzed product log files when resolving issues
- Used Knowledge Center Support (KCS) methodologies to efficiently resolve challenges
- Created 15+ support tickets each day to document each customer contact
- Escalated unresolved issues to appropriate resources
- Worked collaboratively and effectively within a team of peers
- Stayed current on technical and business knowledge in all assigned applications
- Sought out opportunities to educated and share knowledge with team members
- Utilized WebEx software to install and troubleshoot issues related to Sage software
