Professional Summary
[span_6](start_span)Highly skilled IT professional with a growing interest in application development and expertise in troubleshooting hardware, software, network, and telecommunications systems[span_6](end_span). [span_7](start_span)Proven track record of resolving complex technical issues, ensuring optimal user experiences, and managing Active Directory and large-scale deployments[span_7](end_span).
Professional Experience
Senior Systems Engineer
May 2023 — Present
Cognizant
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- Primary point of contact for technical assistance across walkup, phone, remote connection, and email channels[span_8](end_span). [span_9](start_span)
- Conduct remote troubleshooting using diagnostic techniques and strategic questioning[span_9](end_span). [span_10](start_span)
- Maintain meticulous records of events, problems, and resolutions within internal ticketing systems[span_10](end_span).
Specialist Customer Support
Jul 2021 — Apr 2023
Hanesbrands Inc.
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- Resolved IT Services problems regarding hardware, software, network, and telecommunications systems[span_11](end_span). [span_12](start_span)
- Analyzed and isolated problems using historical database records[span_12](end_span). [span_13](start_span)
- Adhered to strict security procedures and Sarbanes-Oxley (SOX) compliance guidelines[span_13](end_span).
Senior Support Engineer
Oct 2018 — Jul 2021
C3i Solutions
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- Managed IP Telephony systems including Avaya, Oceania, UAD SIP, and PureCloud[span_14](end_span). [span_15](start_span)
- Redesigned a self-guided process for migrating mailboxes for the entire team[span_15](end_span). [span_16](start_span)[span_17](start_span)
- Handled Active Directory Tier 1 tasks including user creation and migrations[span_16](end_span)[span_17](end_span).
Tier One Remote Agent
Jun 2018 — Oct 2018
Wells Fargo
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[span_18](start_span)
- Guided users through network reconnection and VPN troubleshooting scenarios[span_18](end_span). [span_19](start_span)
- Coached team members on printer hardware and driver installation[span_19](end_span). [span_20](start_span)
- Educated users on navigating the Windows 10 operating system[span_20](end_span).
Certifications & Education
MyComputerCareer (2017)
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[span_21](start_span)
- CompTIA A+ ce (Expires Dec 2025)[span_21](end_span) [span_22](start_span)
- MTA: Networking Fundamentals[span_22](end_span) [span_23](start_span)
- MTA: Mobility and Device Fundamentals[span_23](end_span) [span_24](start_span)
- MTA: Windows Operating System Fundamentals[span_24](end_span)
Technical Proficiencies