Work experience
POSITION SUMMARY:
Assists end-users with set-up, maintenance and minor problems related to desktop computer equipment to insure that equipment is operating effectively and employees can best utilize County equipment to be productive.
Experienced IT Professional with Versatile Skills in Client Support, Cybersecurity, and Technical Administration
As an adaptable IT specialist, I thrive in a hybrid work environment that allows me to engage both in-person and remotely. My diverse experience encompasses various aspects of IT support, from running a helpdesk to ensuring cybersecurity and managing technical deployments.
Information Service Technician
Nov 2023 - Oct 2024
Hall County Government
PRINCIPAL RESPONSIBLITIES:
Tools and Tasks
FreshService ticketing system
Active Directory: Identity/card/group Access Management/password resets/Filesystem
Permission/onboarding, offboarding & process Job Role Changes.
Mitel phone management
Microsoft Exchange
Powershell
EV Reach (Goverlan)remote & AD use
Customer Service
Winpack
Printer Configuration
OnBase account management.
MS-365 Troubleshooting and Coaching
PDQ
My Roles:
1. Helpdesk Management:
Successfully ran a helpdesk, meticulously maintaining a ticket queue.
Accurately assigned tickets and provided detailed notes for efficient team collaboration.
Maintained an appropriate turnaround time for issue resolution.
2. Technical Expertise:
Proficiently handled hardware and software issues, troubleshooting effectively.
Experienced in working with servers and Mitel Director for phone systems.
Assisted in setting up client mailboxes in Active Directory.
3. Cybersecurity Focus:
Prioritized cybersecurity best practices to ensure data safety.
Frontline assistance for setting up Multi-Factor Authentication (MFA) apps.
Migrated client mailboxes and facilitated new Teams creation in Microsoft Teams.
4. Device Management and AV Upgrades:
Unlocked cellular devices using Microsoft Entra.
Assisted with upgrading AV equipment for live streams, including configuration and installation.
5. Collaboration and Testing:
Collaborated with development teams to test new features and configurations for in-house software.
Set up cell phones provided by the company and configured key cards for door access.
6. On-Call Rotation:
Committed to providing timely support by participating in an on-call rotation.
7. Software Expertise:
Assisted with software solutions for various departments, including the Sheriff’s office, Fire Department, and Tag Office.
POSITION SUMMARY:
Provide basic to medium complexity installation, support, and troubleshooting for desktops, laptops, thin clients, audio/visual, mobile devices, VoIP phones, printers, and other end-user devices. Provide support to various departments and locations, depending on needs and demands, following appropriate protocols and procedures for each area. Identify and recommend solutions, technologies, and processes to improve end-user experience and increase capabilities.
IT Field Services Analysts
Mar 2023 - Oct 2023
Northeast Georgia Health Systems - CSI Companies
PRINCIPAL RESPONSIBLITIES:
Provide prompt and professional customer service to all end users.
Coordinate new hardware and software requests with end users to ensure the equipment requested is adequate for their needs and meets the organizational standards.
Document technical processes and procedures, as necessary.
Provide on-call support as required by the schedule.
Monitor ServiceNow tickets, ensuring SLA's are met and tickets are resolved in a timely manner.
Identify opportunities and implement solutions for automation and process improvement.
Work collaboratively across the organization. Accept ownership of tasks and engage others as needed.
Ability to determine root cause analysis on repetitive problems and provide solutions.
Provide prompt and professional customer service to all end users.
Coordinate new hardware and software requests with end users to ensure the equipment requested is adequate for their needs and meets the organizational standards.
Document technical processes and procedures, as necessary.
Provide on-call support as required by the schedule.
Monitor ServiceNow tickets, ensuring SLA's are met and tickets are resolved in a timely manner.
Identify opportunities and implement solutions for automation and process improvement.
Work collaboratively across the organization. Accept ownership of tasks and engage others as needed.
Ability to determine root cause analysis on repetitive problems and provide solutions.
OUR STORY
Service Desk Technician
Sep 2022 – Mar 2023
Stratix - United Staffing
Repaired and maintained Gwinnett County schools' network infrastructure and devices, including reimaging and reenrolling devices onto the network
Utilized ticketing system to manage the repair and troubleshooting of laptops, desktops, tablets, cell phones, and printers for a school network infrastructure with over 100,000 users
Installed printers and fax machines throughout the workplace facility and ensured their connectivity to local company network
Ensure client device connectivity along their network and physical repair of devices on the network
Inputed repair data into the company database using Oracle
Provided first tier support for troubleshooting and resolution of software and hardware issues for internal and external customers
Document all support interactions in call tracking/ticketing system (ServiceNow)
Responsible for follow up and escalations to various technical and non-technical personnel
Assisted in special projects and performed additional assignments as directed by Team Lead
Demonstrated high performance metrics in Mobile Operations Center (MOC)
Handled on average 40 calls per day and over 500 calls per month
Efficiently utilized Microsoft Office applications and Outlook
Provided first tier support for troubleshooting and resolution of software and hardware issues for internal and external customers
Document all support interactions in call tracking/ticketing system (ServiceNow)
Responsible for follow up and escalations to various technical and non-technical personnel
Assisted in special projects and performed additional assignments as directed by Team Lead
Demonstrated high performance metrics in Mobile Operations Center (MOC)
Handled on average 40 calls per day and over 500 calls per month
Efficiently utilized Microsoft Office applications and Outlook
Operations Supervisor - Hauling
Feb 2022 - Aug 2022
Republic Services
PRINCIPAL RESPONSIBLITIES:
Safety
Understand and provide leadership to achieve and communicate about safety goals and objectives.
Work to remove unsafe conditions or situations from drivers’ routes.
Work with the sales team to identify and eliminate any unsafe conditions on new route or for new customers.
Partner with the maintenance department to ensure all equipment remains in working order and in compliance with safety standards.
Oversee effective safety and accident prevention programs to ensure all reasonable actions are taken to prevent accidents and injuries; ensure a safe and productive work environment for all employees; implement and maintain and effective loss control and safety program.
Engage assigned employees in active participation to instill a culture of safety by demonstration of a personal commitment to safe operations and active personal outreach to operational employees.
Customer Experience
Provide service to all customers that meets or exceeds customer expectations with regard to the entire customer experience.
Understand missed pickup goals and meet or exceed expectations related to those goals.
Resolve unusual service requests, equipment breakdowns and schedule changes with timely communications to all stakeholders.
Interact with customers to solve and rectify any issues and improve the overall customer experience.
Serve as a positive representative of the Company to drive customer satisfaction and loyalty to the Company.
Efficiency
Establish productivity goals where needed; ensure adherence to operating standards; and manage labor hours and disposal expenses per established and agreed plans.
Lead drivers to exceed productivity goals and expectations for all routes.
Create, modify, and improve routes to maximize density and improve efficiency.
Reduce route hours to the extent possible with techniques such as service conversions and container upsizing.
Execute other operational plans to help achieve or exceed the division’s budgeted goals.
Understand, support and execute service delivery while actively supporting maintenance and the operational role in fleet quality and maintenance.
Employee Engagement
Create a collaborative, communicative team environment and drive employee engagement with the Company.
Build and develop talent on the team, understand employees’ career goals and provide coaching to get employees ready for advancement with the Company.
Perform other job-related duties as needed or assigned.
POSITION SUMMARY:
Within a division, the Operations Supervisor – Hauling Operations is responsible for supervising the collections activities in one or more lines of business (commercial, residential, roll-off (industrial) and/or container delivery and pick up) in a geographically dispersed area. The Operations Supervisor oversees drivers and helpers and works with the Operations Manager and General Manager to implement tactical initiatives to drive functional excellence and budget achievement. The Operations Supervisor ensures adherence to all accident prevention programs and leads operations to ensure compliance with all safety, environmental, operating, regulatory, accounting, ethics, and other standards. Responsibilities include the execution and delivery of Safety, Customer Experience, and Efficiency while supporting a culture of employee engagement.
Driver
Jun 2007 - Feb 2022
Republic Services
PRINCIPAL RESPONSIBLITIES:
Perform complete pre- and post-operation inspection of the vehicle in accordance with Company policy to ensure tire pressure, fluid levels, safety equipment, gauges, and controls are in proper working order. Report any safety issues on standard reports.
Safely operate his or her heavy truck along his or her designated route and to the disposal site; read route sheet, follow map and service each customer as identified on the route sheet or as assigned by the dispatcher and/or supervisor.
Operate manual and/or automatic controls in accordance with Company safety policies and procedures to lift and load refuse, operate compactor and dispose of collected material at the designated facility.
Courteously interact with all customers, dispatchers and others on a daily basis to ensure all customer routes are serviced in a timely and professional manner.
Identify unsatisfactory waste containers and tag containers in accordance with applicable departmental procedures.
Continuously monitor waste for evidence of unacceptable waste.
Clean area around an accidental waste spill, ensuring adherence to all applicable safety standards and policies.
Continuously monitor the condition of the vehicle to ensure it is operationally ready at all times to minimize down time; clean waste from the packer blade and truck body (where appropriate) on each disposal trip.
Complete required route/productivity sheets, VCRs and other reports, as required.
Maintain adherence to required productivity standards for the department to ensure all customers are serviced in a timely and efficient manner.
Follow all required safety policies and procedures.
Actively participate in the Company’s ReSOP program.
Perform other job-related duties as assigned.
Good customer services skills to meet and exceed customer expectations; acts in a professional, courteous and cooperative manner toward customers and co-workers; works with a sense of honesty and trustworthiness.
Good time management skills to ensure assigned responsibilities are completed in an efficient and safe manner.
Good follow through ability; adheres to work schedule and follows through on challenges as they arise.
Ability to adhere to Company policies and rules set forth; promotes the Company’s safety standards; does not take inappropriate risks.
Maintains a feeling of pride in work; strives to achieve all goals.