Employment History

NexusTek

Phoenix, AZ

Service Desk Engineer Tier 3 February 2021 to Present

  • Provided tier 3 support
  • 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.

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