Employment History

NexusTek

Phoenix, AZ

Service Desk Engineer Tier 3 February 2021 to Present

• Worked issues escalated from our Tier 2 team.
• Worked on correctly Azure related issues such as Azure AD Sync and VMs.
• Answered questions that service desk tiers 1 and 2 had.
• Same duties listed below.

Service Desk Engineer Tier 2 April 2019 to February 2021

• Provided after hours support and rotating on call duties.
• Provided Tier 2 support and filtered tickets routed to Tier 3 support.
• Provided in-depth troubleshooting with technical issues.
• Worked closely with Network Engineers to resolve network related problems.
• Assist with building and migrating servers and virtual machines.
• Same duties applied as below.

Service Desk Tier 1 June 2017 to April 2019

• Assisted with the migration of our client’s documentation from MediaWiki to ITGlue.
• Provided after hours support.
• Monitored and maintained client’s environments.
• Same duties applied as below.

Network Operation Center Technician April 2016 to May 2017

• Monitor client’s applications and operational architecture.
• Answer phone calls and respond to tickets.
• Analyze, troubleshoot, and react to issues that requires immediate attention.
• Ensure that the data center is secured.
• Create, disable, and reset user accounts in Active Directory and Office 365.
• Assist with Engineers with building servers (RAID configurations, Server OS Install, Configuration, Racking).
• Deploying new VDI Desktops for new users.
• Troubleshoot and resolve failed Veeam backups.
• Restore files from Veeam and CommVault.
• Monitor Cylance for malware and viruses.
• Create firewall rules in SonicWalls.
• Build out desktops and laptops to client’s specifications.

My Computer Works

Scottsdale, AZ

Technical Manager December 2015 to April 2016

• Monitored and mentored technicians.
• Provided feedback to technicians.
• Assisted technicians with issues.
• Same duties applied as below

Remote Technician December 2013 to April 2015

• Supported Windows Environments for small businesses and their clients.
• Office 365 and Google Apps.
• Managed Service Queue
• Monitored for Alerts via in house applications.
• Removal of viruses, malware, ransomware, and adware.
• Support for printers and scanners.
• Configured Exchange for iOS and Android devices.
• File restores.

AT&T U-Verse Second Tier Support

ASAP Staffing  November 2009 to December 2013
Adino, Inc        February 2008 to November 2009
Adino, Inc is a sub contracting company working with Teleworld Staffing
Mesa, AZ

• Provide technical support for field technicians installing and repairing AT&T U-Verse Internet Protocol Television (IPTV), High Speed Internet, and Voice over Internet Protocol (VoIP).
• Highest level of support for assisting customers with U-Verse services.
• Fully trained in Fiber to the Node (FTTN), Fiber to the Premises (FTTP), and Voice over Internet Protocol (VoIP).
• Create internal tickets to Network Operations Center (NOC), Alcatel, and Video on Demand teams.
• Correct ordering mistakes.
• Pull current score cards for the team.
• Floor walked for the VoIP Specialty Team.
• Rip/Rebuild and/or correct issues found in Microsoft IPTV SMT
• Floor walked for new hires and provided on-the-spot training along with call monitoring and coaching
• Trained agents to use tools, read test results, use phones, deescalate customers, and what we look for when observing calls
• Acting supervisor and took supervisor escalations

RemX Specialty Staffing

Microsoft Store Promoter October 18th, 2009 to October 23rd, 2009
Arizona State Fairgrounds, Phoenix, AZ & WestGate City Center, Glendale, AZ

• Helped with promoting the grand opening of the first Microsoft Store located in Scottsdale, AZ

Volt at 2Wire

Level 2 Technical Support    February 2007 to November 2007
Volt is a global staffing provider with nearly 60 years in business.
Tempe, AZ

• Provide technical support on 2Wire modems by assisting customers with setting up and configuring the gateway.
• Provided support for AT&T, Qwest, Telus, and Retail customers.
• Assisted customers with setting up and configuring email and wireless connections.
• Created trouble tickets for line issues on AT&T’s network.
• Created RMAs for defective gateways.

Shea Mortgage

Post Closing/Shipping September 2005 – February 2007
Tempe, AZ

• Logged in loans that came in to be ready for shipping to investors
• Packed and shipped loans to investors.
• Registered and transferred Mortgage Identification Numbers (MIN) using the Mortgage Electronic Registration System (MERS).
• Input and cleared suspense items on loans for purchases of investors.
• Input Deeds of Trust by recorded dates and Titles into DataTrac.
• Coordinated scanning loan files with IT.
• Coordinated with developers to ensure customized software ran smoothly on company computers.
• Wrote instructions for using new software programs.

Safeway Grocery Store

Fuel Clerk May 2003 to July 2005
Livermore, CA

• Opened and closed the station.
• Assisted customers with the pump.
• Surveyed other stations to compare prices.
• Performed daily audits of the cash drawer.
• Performed small repairs on the pumps.
• Directed traffic when needed.
• Kept pump areas clean.