United States Air Force

I Install, configure and manage switches, routers, wap and other network infrastructure equipment. I maintain and update routing tables, operating systems, security patches, and upgrades ensuring 99% network up-time during business hours.Manage network Internet Protocol ranges and scopes. Provide technical guidance and monitoring information systems operations.
Design, test, install, document and support network systems, including LAN/MAN/WAN systems. Compile and maintain records, reports and change management logs concerning network. Troubleshoot network performance issues. Analyze network traffic & Monitor and respond to facility hardware and software problems. Interface with vendor support service groups to ensure proper escalation during outages or periods of degraded system performance. Elevate issues to the government lead for support at a Program Management Office level.
Perform system-level design and configuration of products including determination of hardware, operating system and other platform specifications. Plan large-scale systems projects through vendor comparison and cost studies. Perform a variety of systems engineering tasks and activities that are broad in nature and are concerned with major systems design, integration, and implementation, including, hardware, software, budgetary, and support facilities and/or equipment. Perform quality assurance review and evaluation of new and existing software products.Perform network and systems operations activities, including computer and telecommunications/communications operations, data control, LAN/MAN/WAN administration and operations support, operating systems programming, system security policy procedures, and/or strategy and operations.
Provide input to government lead on policy level discussions regarding standards and budget constraints.
Perform complex operations that involve two or more additional functions such as network operations, systems security, systems software and much more.

Network Engineer CTR Site Lead

Field Nation

Work part-time as a freelance tech with contract Platforms such as FieldNation ( https://www.fieldnation.com/signup ), WorkMarket ( https://www.workmarket.com ), and OnForce ( OnForce was acquired by WorkMarket in 2017) . Travel to client sites to deliver onsite technical support, resolving them expeditiously and professionally. Completed onsite Projects include Citi group, Peak Systems Inc, and ITI Industries.
*Repairing TV's and LCD's from a variety of manufacturers by replacing Main Board, Power Board, T-Con Board, configuring network and gaming consoles, troubleshooting/ diagnostics of problems and errors. 
*Laptop and PC repairs.
*Troubleshooting Network connections
*Cable management.
*Cable tracing
*Re-imaging OS
*Installing Windows and Drivers
*Avaya and Cisco Phone installation and configuration set up
*Router Installation and Updates

Freelance Technician

KnowBe4

● Consult with the organization’s customers or end-users regarding the implementation and configuration of KnowBe4’s products to modify it to suit the customer’s needs
● Test and configure KnowBe4’s products and modify it so that it could function in each customer’s unique environment
● Work in conjunction with the Product team to provide feedback or other information needed to enhance KnowBe4’s products
● Consult with customers for new product ideas and enhancements related to the KMSAT console
● Communicate directly with clients or end-users to gather details as needed to fully define issues or new requirements
● Work collaboratively with CSM team to quickly resolve customer’s issues
● Investigate and document technical issues and communicate any trends or patterns to the Research & Development team
● Monitor the ticketing queue to prioritize, allocate and ensure timely resolution of issue reports and change requests
● Apply troubleshooting and problem-solving skills to guide and assist the end-user community on issues related to design, development and deployment of KnowBe4 products
● Investigate and document issue reports and communicate findings to development team or clients as required
● Present technical walk throughs to customers
● Work with the sales reps and CSMs to give demonstrations of the KMSAT console to the customers and/or end-users
● Train customers and end-users on how to best use our training platform including the discussion of best practices to fully deploy the training to its employees
● Attend prospect and customer meetings, supporting the sales team as a KMSAT console subject matter expert
● Work in conjunction with the Product team to provide feedback or other information needed to enhance KnowBe4’s products by consulting with customers for new product ideas and enhancements related to the KMSAT console

Cybersecurity Technical Support Tier 1

PharMerica

*Remote Support Technician for Laptops, Desktops, and Rx Now machines,
*RDP and VPN set up for WFH customers.
*Support for AS400 iSeries, iBMI medical billing systems.
*Avaya and Mitel Softphone and Hard phone troubleshooting.
*Mobile Iron(iOS and Android) and Email troubleshooting set up for Mobile devices.
*Troubleshoot Citrix, Citrix Storefront, and XenApp, and Citrix Receiver, and Mobil Citrix, and Web access.
*Support for SCS, Docutrack, AWS, ViewMaster Rx, EzMar Paperless, Frameworks, Credits&Returns, Okta, Smart Temperatures for Rx machines, Solar Winds Alert, GoToAssist, GoToMeeting, ADP, and Kronos.
*Network drives mapping and support.
*Streaming support for Teams, WebEx, and Zoom (Headset and Camera set up).
*Software support for Microsoft 2010, 2013, 2016, and O365.
*Network break-fix connection.
*Printer setup (network printers and drivers updates), and order kits and printer equipment.
*Devices Driver updates.
*Browser Set up and Troubleshooting (Chrome, IE, Firefox, and Safari).
*Experienced in Apple, Windows 7, and Win 10 OS.
*Active Directory, Group Policy, and Active Roles experience.
*Service Now ticketing.

Technical Support Analyst

Vology

•	On-site remote technical support, 
*       Dispatching and creating tickets.
•	First response escalations through to completion or next escalation using ticketing through Salesforce (OPUS) and MITEL softphone system
*       Submission of ticketing systems using SNOW.
•	Support Tech’s to troubleshoot devices and best troubleshooting practices.
•	Negotiate counter offers and pricing on technical jobs
•	Respond to escalate requests through emails.
•	Negotiated and coordinated work order with Tata Consulting, StrataCache, CenturyLink, T-Mobile NOC, At&t NOC, Owens Corning, Publix, and Medline Industries

Technical Support Specialist

Tech Data

*Other roles within the company include IT Service Desk Analysts*
*Experienced in Active Directory, Microsoft 2016, O365, Project Professional, Visio, Dia, Visual Basic, SharePoint Designer, JavaScript, MAC, Hardware Installation, CTI, Cisco IP Communication, Cisco Finesse, XML, Windows Server 2008 and 2012, Microsoft Exchange Server, Linux, Network Security, Cisco VPN, BitLocker, Citrix Server, SAP, Siebel, and VMware*
On-site, shop and remote technology support actions including performing desktop and laptop build, post-sales break-fix work, projects, migrations, moves/adds/changes, etc.
*Train new hires to execute the required materials*
Working on a variety of hardware products (servers, workstations, etc.) from Dell, HP, Lenovo, firewall products, antivirus and anti-malware software, operating systems, cloud applications, monitoring software, etc.
Work select First Responses escalations through to completion or next escalation.
Maintain reporting, documentation, issue resolution, communication, and client satisfaction.
Essential Activities
Communicate and interact successfully with a diverse customer base to develop rapport and maintain positive interaction.
Maintain high attention to detail.
Work both independently and as a team member.
Probe into and achieve an understanding of a problem or request to offer the most appropriate possible solution.
Travel to client sites to deliver onsite technical support, resolving them expeditiously and professionally
Work with internal and external staff and partners, escalating issues when appropriate
Primary People Contacts
Clients (IT personnel and end-users)
Partner support personnel
Service Desk personnel
Managed Services Team personnel (sales, vCIO’s, leadership, field technical staff, engineering and project staff, administrative team)
Working in a fast-paced environment
Proactive, responsible, & reliable.

Desktop Support Analyst

TRANZACT

*Other roles within the company include Quality Assurance Analyst, Lic Life Insurance Broker, and IT Intern. (Bilingual support on some roles as English and Spanish)*
Medicare Specialist Captive agent with Mutual Of Omaha
* Train new hires to execute required materials*
*Completed a 4 Month Internship program with the TZ Ins IT department in Tampa, FL*
*Inventory for the entire Tampa Call Center*
*Data entry for inventory using Microsoft Excel, Microsoft Word, and Google Docs*
*Move and Relocation of Work Stations*

Assist customers to make an Informed decision and qualifying consumers for Medicare Supplement Insurance. Outbound calls using Strata dialer and Mutual of Omaha company website.

I also held a position as a Quality Assurance Analyst within the same company;
*Train new hires to execute required materials*
Monitor and Score recorded and live calls to ensure License Agents stay in compliance with state regulations.
Provide feedback on best and most efficient practices about call sequence techniques, call handling and call scoring.
As a Quality Assurance Analyst I am responsible for;
•	Create reports and special projects such as DNC, Rx and UW applications using Google Doc's and Microsoft Excell. 
•	Monitor audio recordings of telephonic enrollment applications for Mutual of Omaha Supplement plans.
•	Deliver a complete understanding of Quality Assurance techniques and compliance objectives.
•	Participate and collaborate in calibration meetings to ensure scoring accuracy. 
•	Knowledge of all applicable federal and state accreditation, and institutional compliance requirements and regulations.
•	Identifying opportunities and delivering solutions to compliance and application processes to help management maintain efficiency and accuracy in call sequence scoring.

Medicare License Sales Representative

Humana

*License Medicare Insurance Agent* (Support as bilingual in English and Spanish)
•	Provided assistance on future prospects aging into Medicare on determine best plan base on their needs (HMO, PPO, PFFS, PDP and Medicare Supplement plans).
•	HIPPA and Market Place certified.
•	Accessed the Market place to help consumers obtain Subsidy discounts as well as On-Market medical plans for the new Health Care Reform (HCR plans).
•	Conducted analysis to sale Humana One Individual medical plans and Off-Market, Dental and Vision policies. 
•	Reviewed accounts and recommended best solution for escalated concerns and guidance to contact best are for resolution. 
•	Managed accounts in Edge system both English and Spanish for billing system concerns and worked with upper management to improve customer medical insurance accounts.

Telesales License Medicare Insurance Agent

Verizon

*Other roles within the company include Help Desk Support, Escalations Desk, Financial Service Analyst, Retention Coordinator, Sales Specialist, and Agent Support. (All roles bilingual support in Spanish and English)*
•	Awarded top representative for Wireless Protection addition, equipment and accessory sales, and Excellent Customer Service in the Five Star program. 
* Train new hires to execute required materials*
•	Provided remote technical support (Tier 1) and troubleshot for Verizon wireless phones, internet connectivity both LAN/WAN, WINDOWS 7 and 8, XP, 3G/4G network, MAC and digital cable services.
•	Analyzed CDMA, GSM using the company’s Global Wizard and ensure global wireless connections with network engineers.
•	Conducted data searches utilizing ATHENA, ACSS, INFO MANAGER, AGENTWEBSTATION, EROS, NETACE, and company’s web site to locate additional resources for problem resolution and design best-option solutions. 
•	Reviewed accounts within the SWITCH and MTAS to sort troubles in user, devices, voice network, and data/video and computer software issues. Operate a PC/Data Terminal to maintain a status of service orders and trouble tickets 
•	Escalated technical issues using REMEDY to appropriate Tier and set accounts for further technical investigation.
•	Managed accounts in both English and Spanish for billing system concerns and worked with upper management to improve wireless customer accounts.
•	Guided customers through expanding their wireless service utilizing innovative new technology devices.
•	Successfully Completed company’s online programs in A+, A+ Essentials and Network+

Bilingual Coordinator Technical Customer Servc

Army National Guard

I worked in the wireless industry as a bilingual
technical support representative (in English and Spanish) for over
20 years. Technology has always been my passion.
My dream and goals are to become a female executive who will
help change the IT industry. I enjoy reading books focused on
motivation and self-improvement. In 2015, I graduated for the first
time from ITT Technical Institute with an Associate in Network
Systems Administration (which was a life-changing experience). In the year 2019 I graduate with my first Bachelors with a concentration in Business Management. In 2020 I graduated with a Master of Science
in Information Systems from Strayer University (Concentration in
Enterprise Network Management ABOA). In 2021 I achieved my second Master's Degree in Information Assurance with a concentration in Cyber Security. Also in 2021 passed my Security + 601 and CCNA. 
I can see my future growing day
by day. I love to inspire others and appreciate being encouraged in
return. I am a workaholic, fast learner, and independent, with strong
leadership skills. Reliable and willing to work extra hours. I can work
in a team culture without continuous supervision. Creative problem
solver with any scenario. Capable of developing and executing
a technical plan to consolidate, upgrade, and enhancing existing
services.
Project history includes:
· Inventory of an entire call center of more than 550 workstations.
· Data entry of all IT inventory.
· Relocating workstations, Cisco and Avaya phones
· Troubleshooting and Configuration of wireless devices.
· Configuring & re-imaging PCs and Lap Tops (OS include XP,
Win 7, 8, 8.5, 10, and MAC).
· Training new hires to execute the required material.
· TV repair and network configuration with gaming consoles.

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