Professional Summary

Vision-driven change agent with career-long record of technical support, solution deployment, and project management success for leading organizations

  • Google, Pryor, OK, 2022 to Current
    • DATA CENTER TECHNICIAN TIER 2
      • Spearheaded troubleshooting efforts for internal network outages impacting inter-rack, inter-building, and inter-site communication.
      • Utilized project management skills to successfully execute 30 network expansion projects on time delivering additional storage capacity.
      • Conducted in-depth technical and network skills interviews for 20+ candidates, identifying top performers based on their knowledge and problem-solving abilities.
      • Tailored reports to specific needs, providing actionable insights for improved case management and enhanced team performance.
  • NvYA Technology, Oklahoma City, OK, 2021 to 2022
    • FIELD ENGINEER, TIER 2
      • Assist with maintaining and providing support for over 200 small to enterprise size companies.
      • Set Up, Configure, and Support over 60 clients’ PBX phone systems utilizing software such as Jive, 3CX, and GrandStream.
      • Utilize software such as SolarWinds and HelloTracking to assist with documenting and tracking of tickets.
      • Configure and set up Mobile Device Management software such as Hexnode MDM™ to assist with the tracking, and management of mobile devices.
      • Created Group Policies to assist with Software Application Roll Out, Security Policy Enforcement, and Folder Redirection.
  • NTT Data, Oklahoma City, OK, 2020 to 2021
    • DEPLOYMENT ENGINEER
      • Align objectives and bridge communications with clients and leadership teams to define requirements for new systems and related modifications.
      • Analyze requirements and job setup instructions to determine equipment, order of use, software, and control settings.
        Support the successful installation of cables, operating systems, and software for employee use, including setting up equipment as needed.
      • Streamlined operations by developing an internal application enabling automated data transfer and software installation support using Batch.
  • Dell EMC, Oklahoma City, OK, 2018 to 2020
    • HELP DESK
      • Leveraged strong interpersonal, communication, and issue resolution skills to respond to user hardware and software inquiries and provide high-quality technical support primarily via chat, but also phone, email, and remote desktop connection.
      • Utilized Salesforce to accurately document daily data communication transactions, issues, remedial actions, and installation activities.
      • Resolved user issues in a timely manner by utilizing technical manuals, user communication, and computer diagnostics including Dell’s Enhanced Pre-Boot System Assessment, Dell Support Assist, Blue Screen Analyzer, Windows S.M.A.R.T., hard drive diagnostics, and Malwarebytes.
      • Strengthened operational efficiency by referring hardware and software problems to the appropriate vendors or technicians for service.
  • Sprint, Oklahoma City, OK, 2016 to 2018
    • RESOLUTION TEAM MEMBER
      • Maintained responsibility for managing and resolving corporate-level escalations.
      • Delivered examples of networking issues to Network Engineers to drive continuous improvement.
      • Acted as a liaison between end users and Network Engineers by guiding end users in gathering necessary technical information from devices.
      • Identified and addressed anomalies discerned from data retrieved from Cell Phone Towers, Switches and Networks; collaborated with internal and external teams to solve a variety of issues including tower antennas and damaged fiber optic cables.