Profile

Self-motivated, detail-oriented IT Support Specialist, with a strong background in technology,  customer service, and sales.

Education

The University of Texas at Dallas

Business Administration (B.S.)

Real Estate Investment Management Concentration,
Minor in Marketing

Class of 2021

Justin Wakeland High School

Frisco, Texas

Class of 2017

Experience

IT Support Specialist

HDR

May 2021 – Present

HDR

System Analyst

UTD, Office of Information Technology

September 2019 – May 2021
  • Served as a frontline technical support resource to the over 30,000 students, faculty, and staff of UT Dallas who contact the OIT Help Desk via phone, live chat, and email.
  • Collaborated with student supervisors and full-time staff to resolve complex service issues by creating tickets and escalating to various teams across the OIT department when necessary.
  • Troubleshooted and resolved issues with various OIT services including Windows, Office 365, Microsoft Teams, Remote Desktop, Active Directory, VPN, and Duo 2FA service.
  • Assisted engineers with network tasks such as troubleshooting and installation of equipment, as well as engagement with students and staff to ensure their networking needs have been met.

UTD OIT

Certified Technician

Staples, Inc.

March 2015 – September 2019
  • Responsible for cultivating relationships with customers, specifically small business and corporate contract customers that resulted in the opportunity to assess and provide technology hardware & software solutions, as well as technical support solutions that exceeded their needs.
  • Managed multiple and competing priorities while providing outstanding consultative interaction, producing top quality finished products and an establishing an opportunity to build future business with the customer.
  • Accountable for key business metrics including customer satisfaction, weekly and quarterly budget, and profitability.

Certifications

Certified Technician

Staples, Inc.

March 2015

Mobile Phone Repair Certification

Werx Repair Services | Staples

June 2016

Networking Fundamentals

Microsoft Technology Associate

May 2016

Windows OS Fundamentals

Microsoft Technology Associate

May 2016

Apple-certified Technician

AppleCare

March 2017

Training in progress

CCNA – Routing and Switching

Cisco Systems

June 2017

Training in progress

Skills

  • Customer Service
  • Troubleshooting
  • Windows, macOS, iOS, Linux
  • Microsoft Office 365
  • Networking (DNS, DHCP, SSL, TCP/IP)
  • Asterisk PBX, VoIP, SIP
  • HTML, CSS, WordPress
  • Fiber Installation