MySQL
Arebria Burr
Irving,TX
Websites
Quote
It matters not how strait the gate, how charged with punishments the scroll, I am the master of my fate. I am the captain of my soul.
WILLIAM ERNEST HENLEY
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Initiative-taking employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional people skills. Adept at working effectively unsupervised, quickly mastering new skills, and leveraging technical expertise in various environments. Proven track record in technical support, system administration, and database management.
Software
MongoDB
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridImportant To Me
Work-life balanceWork from home optionHealthcare benefits401k matchStock Options / Equity / Profit SharingPaid sick leaveCareer advancementPersonal development programsTeam Building / Company RetreatsFlexible work hoursPaid time off4-day work weekOverview
12
12
years of professional experience
1
1
Certification
5
5
years of post-secondary education
Languages
English
Native language
Spanish
Beginner (A1)
A1
Interests
Sports
Music
Art
Nature
Anime
Games
External Learning
Work History
Technical Analyst
7-11 Convenience Stores
Irving, TX
04.2024 - Current
- Provide advanced technical support and issue resolution to internal and external customers.
- Manage security access processing, ID tracking, and maintenance of reporting logs.
- Serve as a Subject Matter Expert (SME) for Desktop Engineering support, offering consultation and problem-solving for complex projects.
- Troubleshoot hardware and software issues on desktop, laptop, and tablet devices.
- Maintain system technical documentation and assist in managing inventory for hardware and software.
- Provided professional services and support in a dynamic work environment.
- Worked flexible hours across night, weekend, and holiday shifts.
- Proven ability to learn quickly and adapt to new situations.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
Assoc Tech Support Analyst
UnitedHealth Group
North Richland Hills, TX
04.2020 - 03.2024
- Oversaw PC hardware/software inventory, security access, and password management.
- Led troubleshooting efforts for hardware and software on various devices, ensuring minimal downtime.
- Provided technical guidance to resolve complex issues, acting as a liaison between end users and vendors.
- Proactively identified and implemented solutions to anticipate customer needs.
- I work as a part of the Desktop Services team involved with providing advanced technical support and issue resolution to internal and external customers, which may include users of all types and skill levels
- Responsibilities include security access processing, ID tracking, maintenance of reporting logs, password reset assistance, PC hardware/software inventory checks, and stocking of spare parts as well as more advanced troubleshooting and support
- Duties include the following:
- Serves as a Subject Matter Expert (SME) for best practices support of Desktop Engineering by providing consultation and support on complex projects and/or issues, investigating issues and underlying causes to provide solutions to recover or continue operations.
- Troubleshoot hardware and software issues on desktop, laptop, and tablet devices
- Prioritize workload based on service level agreements
- Use remote control tool to assist end users when needed
- Assist in the maintenance of system technical documentation, including communications, hardware and software inventory, and user account information in addition to incidents and service requests worked within the ticket tracking system
- Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
- Act as a technical resource to others to resolve problems, errors, or other related issues as well as a technical liaison between end users and vendors
- Anticipate customer needs and proactively identify solutions
- Plan, prioritize, organize and complete work to meet established objectives
Support Analyst
Interstate Batteries
Dallas, TX
01.2017 - 04.2020
- Managed the installation of software and hardware systems, enhancing ServiceNow infrastructure.
- Provided technical support and guidance on network performance, system configurations, and maintenance tasks.
- Created detailed documentation for support tasks, improving troubleshooting processes for a significant portion of the company's applications.
- Oversaw installation of software programs and hardware systems to meet Legacy System and P.O.S
- Participated with the automation team for the deployment of new websites and applications for end-users
- Enhanced ServiceNow system by adding new features and infrastructure to improve end-user experience
- Organized system infrastructure documentation and operating procedures, strengthening troubleshooting techniques and enhancing overall performance for about 40% company's applications
- Provided technical support to clients via telephone and email, resolving complex issues.
- Answered questions regarding software functionality, troubleshooting hardware and software problems, and configuring system settings.
- Monitored network performance, ensuring systems are functioning properly and responding promptly.
- Assisted in the installation and configuration of new computer systems including operating systems, drivers, applications, and peripherals.
- Performed daily maintenance activities such as patch management, virus scans, and system backups.
- Created detailed documentation for all support-related tasks including problem resolution steps and best practices.
Test Engineer
Good Automation
Irving, TX
09.2016 - 11.2016
- Developed and executed test plans for product releases, collaborating with senior engineers and stakeholders to ensure quality and compliance.
- Conducted functional, performance, stress, and regression tests to validate software and system integrations.
- Collaborated with senior engineers and technical personnel to validate the integration of automated capabilities into existing software and system malfunctions
- Worked closely with internal and external customers during the planning and testing phases
- Engaged with assigned project managers to work toward 100% compliance with criteria requirements
- Analyzed system requirements to create test cases.
- Conducted functional, performance, stress, and regression tests.
- Developed test plans and strategies for products.
- Interacted with stakeholders to understand their needs and expectations from product releases.
- Collaborated with development teams on fixing bugs and improving existing features.
Technician
University of North Texas
Denton, TX
01.2016 - 07.2016
- Assist in developing specialized fixtures, test equipment, and procedures for failure analysis in 3 test labs
- Perform complex mechanical alignments, troubleshooting/debugging, and calibration of equipment to ensure that 100% of quality standards are met
- Leveraged knowledge of raw materials, production processes, quality control, costs, and other techniques to maximize 100% effective and efficient manufacture and distribution of goods
- Performed troubleshooting and repair of equipment following manufacturer specifications.
- Replaced defective components or parts as needed.
- Installed software updates on customer machines while providing technical assistance when necessary.
- Supported the development of specialized fixtures and test equipment, ensuring compliance with quality standards.
- Troubleshot and repaired equipment, including software updates and hardware replacements, maintaining operational efficiency.
Account Manager
GIA & Associates
Irving, TX
06.2016 - 07.2016
- Developed and delivered engaging and polished presentations to highlight products and draw favorable competitor comparisons
- Asked appropriate open-ended questions to 15 to 20 prospects daily to define their needs and requirements to set up contracts and provide training
- Analyzed client data and identified opportunities for growth.
- Presented product features and advantages to potential customers during sales meetings.
- Collaborated with marketing team to develop promotional materials for clients.
- Solicited feedback from customers on their experience with products or services.
Office Assistant
Farmers Insurance - Brian Rushing Agency
Houston, TX
05.2012 - 08.2012
- Greeted visitors, determined their needs and directed them to the appropriate personnel.
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Organized office operations and procedures, such as managing calendars, scheduling appointments, preparing reports and maintaining records.
- Answered incoming calls in a professional manner and directed callers to the appropriate personnel.
- Managed office supply inventory by tracking orders and ensuring adequate stock levels are maintained at all times.
- Performed data entry tasks into various computer systems accurately and efficiently.
Education
Master of Science - Information Technology
Capella University
true 01.2024 - Current
Bachelor of Science - Electrical, Electronic & Communications Engineer
University of North Texas
Denton, TX 08.2011 - 06.2016
Skills
- Solid understanding of computers, computer systems, and peripherals
- Extensive experience with Microsoft Office suite (MS Word, MS Outlook, MS Excel)
- Background in computer technician roles, with a strong focus on hardware and software troubleshooting
- Strong analytical, organizational, problem-solving, and communication skills, both oral and written
- Detail-oriented, self-motivated individual capable of collaborating closely with Product Owners, Developers, and Business Users
- Proficient in working with databases such as SQL Server, MS Access, Oracle SQL Developer, MongoDB, and PostgreSQL
- Experience with network equipment configuration (Juniper, Cisco, Aruba) and scripting/automation
- Familiar with tools such as Jira and ServiceNow
- Knowledgeable in handling various Android and iOS devices, including Samsung, iPhone, iPad, and tablets
- Office Administration
- Flexible Schedule
- Strong Work Ethic
- Attention To Detail
- Technical Writing
- Customer Communications
- Critical Thinking
- Account Administration/Management
- Technical Analysis
- Microsoft Office Suite
- Database Management
- Configuration Management
- On-Site Technical Support
- Support Ticket Triage
- Technical Documentation
- Application/Helpdesk/Desktop Troublesupport
- Hardware/System Troubleshooting/Updating
- Desktop Component Repair
- Activity Monitoring
- Interpersonal Communication
- Remote Desktop Services And Support
- Software Installation
- Alcoholic Beverages
- Food Preparation
- Technical Support
- Database Management
- Network Configuration
- Scripting & Automation
Certification
- Technical Support Fundamentals - Coursera, 2BJBKPY7MQVZ
- The Bits and Bytes of Computer Networking - Coursera, JHPAEZSNZD6F
- Operating Systems and You: Becoming a Power User - Coursera, 7KMT537PQ3JP
- HTML Fundamentals course - Sololearn, 1014-12903985
- Developing Your Emotional Intelligence (2017) - LinkedIn
- The Secret: What Great Leaders Know and Do (getAbstract Summary) - LinkedIn
- Diversity, Inclusion, and Belonging - LinkedIn
- Designing a Presentation - LinkedIn
- CompTIA A+ Core 1: Troubleshooting Wired & Wireless Networks - Skillsoft, 76842918
- Zoom Quick Tips - LinkedIn
- Inclusive Mindset - LinkedIn
- Confronting Bias: Thriving Across Our Differences - LinkedIn
- Creating Advanced ChatGPT Prompts - Skillsoft, 80959286
- Women in Leadership: Moving Beyond Gender Roles as a Leader - Skillsoft, 27202647
- System Center Configuration Manager Introduction & Planning - Skillsoft, 29153767
- Saving Time by Setting Goals - Skillsoft, 29177243
- Maintenance & OS Deployment - Skillsoft, 29185861
- Managing Clients - Skillsoft, 29220789
- Getting Started with Excel for Office 365 - Skillsoft, 33123066
- Creating & Saving Workbooks - Skillsoft, 33169999
- Getting to know the application - Skillsoft, 33506179
- Sharpening Your Focus to Stay on Track - Skillsoft, 33779530
- Developing a Personal Accountability Framework - Skillsoft, 34475748
- Becoming an Accountable Professional - Skillsoft, 34477292
- SCCM Administration - Skillsoft, 34796107
- Customer Service: Discovering Customer Needs - Skillsoft, 38416164
- DevOps Agile Development: Agile Processes for DevOps - Skillsoft, 51152058
- CompTIA A+ Core 1: Installing Hardware & Display Components - Skillsoft, 75961124
- CompTIA A+ Core 1: Mobile Device Accessories & Network Connectivity - Skillsoft, 75979441
- CompTIA A+ Core 1: Client-side Virtualization - Skillsoft, 76548676
- CompTIA A+ Core 1: Power Supplies - Skillsoft, 76721782
- CompTIA A+ Core 1: Cloud Computing Concepts - Skillsoft, 76846773
- CompTIA A+ Core 1: Troubleshooting & Resolving Printer Issues - Skillsoft, 76855987
- CompTIA A+ Core 1: Networking Fundamentals - Skillsoft, 77646559
- CompTIA A+ Core 1: Best Practices for Resolving Problems - Skillsoft, 77656757
- CompTIA A+ Core 1: Multifunction Devices & Printer Consumables - Skillsoft, 77728273
- CompTIA A+ Core 1: Motherboards, CPUs, & Add-on Cards - Skillsoft, 77737698
- CompTIA A+ Core 1: RAM & Storage Solutions - Skillsoft, 77948395
- The Role of ChatGPT in Shaping Our Future - Skillsoft, 77950826
- Ethical, Privacy, & Intellectual Property Considerations for ChatGPT - Skillsoft, 77954002
- CompTIA A+ Core 1: Networking Concepts & Configurations - Skillsoft, 78354504
- CompTIA A+ Core 1: Cable Types & Connectors - Skillsoft, 78027963
- CompTIA A+ Core 1: Wireless Networking & Services - Skillsoft, 78447714
- ChatGPT's Impact on Various Industries - Skillsoft, 78640848
- ChatGPT & Its Practical Use Cases - Skillsoft, 78727364
- ChatGPT Prompt Engineering Examples & Use Cases - Skillsoft, 80884620
- CompTIA A+ Core 2: Desktop, Server, & Mobile Operating Systems - Skillsoft, 80976050
- CompTIA A+ Core 2: Linux, macOS, & Windows File Systems - Skillsoft, 81046614
- CompTIA A+ Core 2: Physical Security Measures - Skillsoft, 81055323
- CompTIA A+ Core 2: Operating System & Network Management - Skillsoft, 81426403
- CompTIA A+ Core 2: Wireless Security Protocols & Authentication Methods - Skillsoft, 81738796
- CompTIA A+ Core 2: Malware Detection, Removal, & Prevention - Skillsoft, 82305010
- CompTIA A+ Core 2: Backup & Recovery Methods - Skillsoft, 82365727
- CompTIA A+ Core 2: Social Engineering Attacks - Skillsoft, 86151325
- CompTIA A+ Core 2: Operating System Security Best Practices - Skillsoft, 86329674
- CompTIA A+ Core 2: Information Management & Change Management Processes - Skillsoft, 86868595
- CompTIA A+ Core 2: Best Practice Procedures for Malware Removal - Skillsoft, 86869259
- CompTIA A+ Core 2: Safety Procedures & Environmental Impacts - Skillsoft, 87553619
- CompTIA A+ Core 2: Mobile & Embedded Device Security - Skillsoft, 87562510
- CompTIA A+ Core 2: Windows OS Problems & Personal Computer Security - Skillsoft, 87564645
- CompTIA A+ Core 2: Securing SOHO Networks & Browser Security - Skillsoft, 87569148
- CompTIA A+ Core 2: Mobile OS Application & Application Security Issues - Skillsoft, 87569773
- CompTIA A+ Core 2: Communication Techniques, Licensing, & Policy Concepts - Skillsoft, 87570386
- CompTIA A+ Core 2: Scripting & Remote Technologies - Skillsoft, 89495415
- Food Handler - 360 Training Ltd, L2S-FH-000033001725
- Texas Alcoholic Beverage Commission - 360 Training Ltd, 9925760
- Creating Advanced ChatGPT Prompts
- CompTIA A+ Core 2: Operating System Security Best Practices
- Managing Clients
- Developing a Personal Accountability Framework
- CompTIA A+ Core 2: Safety Procedures & Environmental Impacts
Timeline
Technical Analyst
7-11 Convenience Stores
04.2024 - Current
Master of Science - Information Technology
Capella University
01.2024 - Current
Assoc Tech Support Analyst
UnitedHealth Group
04.2020 - 03.2024
Support Analyst
Interstate Batteries
01.2017 - 04.2020
Test Engineer
Good Automation
09.2016 - 11.2016
Account Manager
GIA & Associates
06.2016 - 07.2016
Technician
University of North Texas
01.2016 - 07.2016
Office Assistant
Farmers Insurance - Brian Rushing Agency
05.2012 - 08.2012
Bachelor of Science - Electrical, Electronic & Communications Engineer
University of North Texas
08.2011 - 06.2016