Skills and Abilities

• Accomplished Technical support analyst with experience troubleshooting a wide variety of hardware and software issues via calls, chat, and email

• Knowledge and experience with networking including, TCP/IP, DNS, LAN/WAN connectivity, switch configuration/management

• Hands-on experience using Microsoft 365 Admin Center and Microsoft Defender Vulnerability Management

• Microsoft 365 expert (Excel, Word, Outlook, SharePoint)

• Outstanding critical thinking skills, can efficiently evaluate information, ask the right questions to solve problems quickly

• Excellent documentation skills

• Skilled at active listening, being friendly, and being empathetic.

Certificates and Certifications

• Cyber Security Graduate Certificate/ Colorado State University

• Google Data Analytics Professional Certificate / Coursera

• CompTIA A+ certification

• Security+ certification (Federal Equivalent)

Education

Bachelor of Arts in English – Professional Writing/ University of New Mexico

Experience

April 2019 – May 2021

IT Support Technician / Wilson & Co. / Albuquerque, NM

· Consistently resolved the highest number of IT support cases each month out of all support agents.

· Implemented a knowledge base that included over 250 hundred articles explaining IT procedures and troubleshooting steps covering a variety of IT topics.

· Managed the migration of 500 users from Skype to Microsoft Teams.

· Managed the migration of 250 users from Windows 7 to Windows 10.

· Responsible for applying patches to servers and network switches.

· Performed training for new users on IT procedures and InfoSec.

· Identified and resolved issues with LAN/WAN and Wi-Fi connectivity.

· Monitored network to find ways to increase performance.

· Configured Cisco ASAs using Command-line interface (CLI).

· Managed inventory of computer equipment, servers, switches, and routers.

· Supported mobile devices including iPhone, Android, iPads.

· Created and managed user accounts in Active Directory.

February 2018 – March 2019

IT Technician II / United States Probation and Pretrial Office / Albuquerque, NM

· Managed migration of 200 users from Windows 7 to Windows 10 and from Office 2013 to Office 365.

· Spearheaded a project to fully document all the steps required when installing and configuring software on a new computer.

· Developed an informative, but fun, PowerPoint presentation explaining IT procedures and Security to new hires.

· Assisted end users with computer issues over the phone, email, chat, and in person.

· Conducted training for end users on proper IT security and how to use Office 365, OneDrive, and Skype.

· Created and reviewed security alerts in Splunk.

· Documented known IT issues and how to resolve them.

· Installed and configured software, including Windows 10, Symantec Endpoint Encryption, Malwarebytes, Pulse Secure, Office 365, Lotus Notes, and Skype.

· Maintained software updates and patches using PDQ software deployment.

· Installed hardware and peripheral equipment such as monitors, keyboards, printers, and scanners.

· Created and managed user accounts in Active Directory.

· Managed inventory of computer equipment and components.

· Worked in a TCP/IP LAN environment.

June 2014 – November 2017

Technical Support Analyst / Thomson Reuters / Albuquerque, NM

· Established a system to identify potential issues on client’s systems which significantly increased client satisfaction.

· Reduced the number of cases from clients by authoring client-facing Knowledge Base articles on how to resolve common issues. This included How-To videos.

· Developed and implemented a training program for clients for new CRM software that was being released.

· Served as an escalation contact for the engineering team. Ensured necessary troubleshooting was performed and cases were documented with required technical data prior to escalation.

· Resolved incorrect data by writing custom SQL scripts.

· Corrected HTML and CSS errors that prevented the software user interface from working properly.

March 2010 – August 2013

Technical Representative IV / Hewlett Packard / Albuquerque, NM

· Resolved both hardware and software malfunctions/errors with HP storage solutions for clients. This included troubleshooting and configuring Enterprise Virtual Arrays, Cisco switches, Brocade switches, and QLogic Fiber channel switches.

· Trained clients how to setup and configure Fiber Channel over Ethernet (FCoE), iSCSI, Inter-Switch Links (ISLs), zoning, and disk groups.

· Assisted customers with proper configuration of data protection (RAID) levels, load balancing, Multipath I/O (MPIO) and Host Bus Adapters (HBAs).

· Consistently one of the top 3 agents for Diagnosis Accuracy out of 24 agents.

· Subject Matter Experts on how to troubleshoot and improve Storage Area Network (SAN) performance.

· Wrote dozens of articles for agents and clients on how to resolve known issues.

· As the team lead, helped agents resolve difficult support tickets, scheduled breaks and lunches for all agents, worked with the management to determine more efficient work methods.