Developed an IT service targeting friends and family members for 6 months as a means of gauging interest and determining viability before launching an LLC.
Achieved resolution for 67 tickets in just half a year.
304 total clients and referrals that signed up via Face Book marketplace (site has been removed as of early April)
Used TeamViewer to remotely access various systems.
Resolved software and connection glitches for both Iphone and Android devices
Helped a few users who had moved from Fairway Mortgage to new companies maneuver through their new IT Help Desk to get the required outcomes.
Assisted and pre-tested software before recommendation, prior to purchase.
Directed user to local repair shops or gave them options for affordable replacements.
Performed virus remediation via remote software to run and install, to remove virus and malware, and to protect their system.
Deskside Support Analyst / End User Compute Team
Fairway Independent Mortgage Corporation
Madison, WI
01.2015 - 02.2023
Assisted users with on-demand help through phone, remote session, ticketing, and in-person IT-related support for the past 8 years.
Highly praised for exceptional performance during a three-year tenure on the help desk, achieving the highest ratings, and garnering positive feedback. Earned a well-deserved promotion to the IT desk-side team in the Madison corporate office.
Developed more than 50 knowledge base articles for the IT department, covering general topics as well as those specific to building operations
Lead IT team member for a building of over 570 people, 2 training rooms, 1 computer room, 9 conference rooms, and pub.
Installed, took care of, and tested all Life Size units and Logitech Rally conference room systems, projectors, microphones, sound systems, and wall control units.
Direct point of contact for vendors regarding updates, errors, and changes. Responsible for troubleshooting A/V equipment in the corporate office and assisting with off-site meetings and conferences in the Madison area.
Unofficially led four team members for five years, giving IT management from the other corporate office updates on team members' performance, tasks, goals, and projects.
Repaired and re-imaged Dell brand laptops and desktops.
Facilitated seamless procurement of parts by working closely with suppliers and utilizing online ordering system
Updated over 3,000 systems from Windows 7 to Windows 10.
Successfully deployed over 1000 systems on Azure and Intune.
Managed and tracked inventory for all building equipment
Managed my own schedule on a biannual basis
Successfully established recycling programs with File 13 and Staples in Madison, resulting in receiving credit for recycled equipment
Assisted with Active Directory and password resets for users, granting and removing group permissions as needed.
Coordinated with remote users and shipped them refurbished machines or spare systems to negate excessive downtime while waiting on their repaired system.
Facilitated seamless communication between upper management and project teams, working closely on assigned projects while adhering to safety protocols. Demonstrated problem-solving skills by successfully configuring remote systems and troubleshooting connectivity problems at executives' homes amidst the Covid crisis.
Successfully onboarded both local and remote employees on a regular basis
Assisted users with hardware configurations, email setup, and proprietary software usage
Provided support for full branch onboarding groups as needed, with the number of new employees varying from 6 to 25 at any one time.
Versed in fixing Microsoft Outlook, Word, Excel, Teams errors, and general questions.
Trained in Azure and Intune for re imaging systems and software deployment
Knowledge of Dell, Ricoh, HP, and Brother, Xerox printers.
Including scan to folder and email experience.
Customer Service Representative
Authenticom
La Crosse, WI
05.2012 - 09.2014
Provides up-to-date information for all new orders, trouble tickets, and special order modifications during bi-weekly meeting with client and adjusts data per their instructions.
Conducted remote desktop sessions to troubleshoot and resolve network connectivity issues, firewall configurations, antivirus software conflicts, and Windows software glitches affecting daily data extraction
Investigated common themes in data issues with an Excel table for data-related problems for each Dealer Management System to hasten client mapping requests.
Modifies sales, service, and inventory data, per client's specification, through filtering and mapping using in-house software and SQL.
Responsible for all new orders, including contacting dealerships for initial setup of data retrieval and export.
Maintains file delivery list, verifying that all daily files have been exported on a nightly basis, and canceled cases have been removed.
Kept a combined 200 tickets and cases up to date with current information in a call center/help desk environment using Salesforce.
Installed various custom software products onto proprietary operating systems with minimal written or verbal guidance.
Munitions Journeyman
United States Air Force
07.1999 - 07.2009
Trained personnel on multiple different pieces of software, hardware, procedures, and vehicle training.
Demonstrated effective leadership skills in overseeing a team of 16 Airmen during the final phase of my military service.
Wrote annual performance reviews, recommendations, awards, and letters to the troops' families and their hometown local papers after being awarded a citation.
Successfully trained and supervised 16 staff members each year for four years on software, hardware, procedures, and vehicle operation.
Delivered prompt and comprehensive services to various agencies and customers within and outside the base.
Developed weekly and quarterly maintenance schedule; 1,280 scheduled/unscheduled work orders, 2nd quarter 2008.
Expert revalidation of 102 file management systems records led to zero defects from the wing-level inspection team.
Created daily reports in MS Word and MS Excel to send to the Squadron for updates on personnel and equipment.
Used Active Directory to grant and restrict specific users from various levels of access to sensitive information.
Education
Associate of Applied Science - IT Support Computer Support Specialist
Managing Partner at Adar Consulting, previously an affiliate of Rise One ConsultingManaging Partner at Adar Consulting, previously an affiliate of Rise One Consulting