Resume

Professional Experience

PLACEMENT ENGINEER, FIVE NINES

Act as 1st and 2nd level support for onsite and remote issues at a single partner organization for the MSP
Responsible for assisting users across four locations as well as remote home offices, totaling over 250 users supported and 100+ issues resolved per month
Helped facilitate the transition between vendors of a critical application, ensuring specialized healthcare equipment integrated seamlessly with the new system
Coordinated upgrades and replacements of over 400 Windows 10 systems prior to end of support

December 2024 – Present Day

SUPPORT DESK ENGINEER II, FIVE NINES

Served as an initial escalation point, answering questions and providing more advanced troubleshooting for Support Desk I Engineers
Communicated with client’s dedicated teams to expedite resolution of urgent issues
Created and updated documentation of software installation, configuration, and troubleshooting

August 2024 – December 2024

SUPPORT DESK ENGINEER I, FIVE NINES

Provided first-line support for 200+ clients, doing basic troubleshooting and triage to resolve and escalate tickets in a timely manner
Regularly closed 40-50 tickets per week, exceeding expected metrics and resolving issues prior to escalation
Executed user account and permissions change requests in Active Directory and M365 applications
Responded to support requests via Phone, Email, and ConnectWise ticketing system

April 2024 – August 2024

SALES ADVISOR / PRODUCT FLOW SPECIALIST, BEST BUY

November 2022 – March 2023

ENTERTAINMENT TEAM ASSOCIATE, WALMART

September 2021 – November 2022

Associate of Applied Science in Desktop Support, Metropolitan Community College

Graduated May 2024

CompTIA A+ Certification

Graduated May 2024