Quality Analyst - ImmyBot - Baton Rouge, LA
(2025-02)
- Collaborating with developers creating Teams reports, prioritizing tickets by age, urgency, and operational impact.
- Supporting implementation of daily Teams reports, highlighting high-priority tickets requiring immediate review.
- Utilizing Claude and ChatGPT to support operational tasks, troubleshooting activities, and documentation updates.
- Created Playwright end-to-end testing scripts improving application validation, testing accuracy, and release consistency.
- Participating in scrum and refinement meetings discussing testing updates, requirements, and development progress.
- Reviewing application functionality, identifying inconsistencies, and documenting defects impacting user experiences.
- Collaborating with developers and support teams resolving technical issues affecting system stability and efficiency.
- Tracking testing outcomes, validating issue resolutions, and maintaining detailed quality assurance documentation.
IT Professional - BRITECITY - Irvine, CA
(2020-11 - 2024-05)
- Provided managed IT services for laptops, desktops and phones to 8+ clients, setting up over 4 new users each week.
- Created more than 10 articles in ITG Glue to improve consistency of the troubleshooting procedures across the company.
- Oversaw the computer onboarding process in ImmyBot and reduced device deployment times by more than 50%.
- Created a PowerShell script to disable IPv6 on all network adapters and decreased VPN-related calls to the help desk.
- Provided technical support and troubleshooting for end-users and regularly received high mark surveys for ticket closures.
- Managed user accounts and access controls, conducted system updates/maintenance, and provided hardware support.
- Responded to user requests for technical support as well as provided employees access to Active Directory/E-Directory.
- Used remote support tools such as Dameware and IT services management (ITSM) ServiceNow to support users off site.
- Identified impacts of planned system changes to ensure that new technical requirements were properly integrated.
- Responded to customer service requests in a timely manner and served as the lead point of contact for troubleshooting.
- Identified process inefficiencies and customer service improvements for desktop and laptop computers and peripherals.
IT Administrator - Elite Interactive Solutions - Los Angeles, CA
(2018-06 - 2019-05)
- Delivered technical expertise by leading projects to enhance business systems in line with strategic long-term objectives.
- Decreased monthly IT costs by $1K by implementing more cost-effective services such as Vonage to reduce telecom bill.
- Saved $300 monthly and improved business productivity by converting company systems to Vonage Business Cloud.
- Secured Office 365 email and OneDrive data in the cloud and reduced spam by 15% by deploying Barracuda Essentials.
- Focused on cost-saving initiatives within the company and provided customer support and technical assistance as needed.
Help Desk Technician - LA Care Health Plan - Los Angeles, CA
(2014-02 - 2018-06)
- Managed multiple business applications to improve operational efficiency and resolved complex issues for internal clients.
- Successfully installed/maintained software and troubleshot issues for desktops and laptops in a Windows environment.
- Developed and implemented a script enterprise-wide to reduce system idleness by 25% while closing 25 tickets per day.
- Created a Tableau Dashboard for the Service Desk detailing ticket flow and priority to improve client service delivery.
- Handled user onboarding including creating new user profiles and offered technical support for Windows and Mac systems.
- Provided first line of support and problem resolution for technology products/applications to keep end Users productive.
- Managed 25-30 technical support calls per day and supported over 50 employees on-site to troubleshoot any issues.
- Provided internal IT support by phone, chat, and email and identified and resolved technical issues using diagnostic tools.
- Analyzed higher level issues, resolved or escalated problems, and determined appropriate person required for referral.
- Identified, researched, and quickly resolved a broad range of software or hardware issues as well as updated applications.
- Implemented or maintained multiple software applications and designed and installed original network infrastructure.
Automation Engineer, Internal IT - BRITECITY - Irvine, CA
(2022-03 - 2024-02)
Associate Field Network Engineer - Impact Networking - Los Angeles, CA
(2019-07 - 2020-03)
IT Technician - Converse Consultants - Monrovia, CA
(2010-04 - 2014-01)
