Skills
Windows 7 Windows 10 Windows 11 iOS
Azure & On-Prem AD Microsoft Intune Teams VOIP Microsoft Entra ID
Hardware Deployment FreshService ServiceNow Customer Service
IT Experience
JULY 2019 - PRESENT
JULY 2019 - PRESENT
Revolution Company, Little Rock, Arkansas - IT Support Technician
● Office 365 global administrator supporting 400+ users in 20+ locations
● Shared responsibility for account creation, licensing, and Microsoft Exchange
● Deployed desktop and laptop computers using Microsoft Intune and Autopilot
● Co-managed deployment and MDM compliance for company iPhones
● Provided remote and onsite support for Windows desktops, laptops and peripherals
● Primary administrator and engineer of FreshService ticketing system
● Developed knowledge base, created documentation and conducted user training
● Managed relationships and communications with third-party contractors and vendors
● Participated in on-call rotation and traveled as necessary to support alternate sites
NOVEMBER 2018 - JUNE 2019
VTech Solution, Little Rock, Arkansas - Arkansas Department of Health Contractor
● Reconciled hearing test result database of ~38,000 births for the Infant Hearing Program
● Supported user inquiries from 41 birthing hospitals across the state
OCTOBER 2014 - NOVEMBER 2018
NTT Data, Bowling Green, Kentucky - IT Help Desk Analyst
● Remotely supported hospitals in New York, California, and Illinois
● Held team-lead equivalent responsibility and discretion as a remote third-shift employee
● Maintained a monthly first-call resolution rate average 8% above team SLA
● Mastered use of OPAS v2, OPAS v3, and ServiceNow ticketing systems
Certification
ITIL 4 Foundation - November 2022