Certifications

• Az-900: Microsoft Azure Fundamentals

Education

1. Welding Technology @ Tennessee College of Applied Technology
   • A.A.S in Welding Technology
   • A.A.S in Computer Information Technology
2. Clarksville High School

Work History

Metropolitan Government of Nashville and Davidson County Operations Technician I July 2023 to Present

• Diagnose and resolve incidents using documented procedures to perform responsibilities.
• Perform or monitor system health checks or maintenance tasks following established procedures.
• Understand job scheduling tools, activation, monitoring, and storage.
• Maintain and convey basic knowledge of server operating systems, file systems, data center critical infrastructure, and basic data recovery.
• Maintain and convey basic knowledge of Networking protocols, principles, and concepts.
• Convey information concerning critical issues clearly and concisely to appropriate personnel.
• Understand the installation, configuration and ongoing usability of computing devices, peripheral equipment and software.
• Perform network and computing device troubleshooting remotely where possible.
• Escalate unresolved issues in accordance to established guidelines.
• Train and orient customers in use of hardware and software as needed.
• Be available to answer phones at all times.
• Take ownership of, and resolve/action customer emails within established timelines.

TEKSystems Tier I Service Desk at Vanderbilt University Medical Center From January 2023 to July 2023

• Worked with peers in responding to break/fix incidents, deploying software and hardware, and supporting desktop environments.
• Diagnosed and resolved end-user devises issues.
• Met and maintained Service Level Agreements
• Simulated and recreated user problems to resolve operation difficulties
• Documented, tracked, and monitored problems to ensure a timely resolution.
• Imaged and deployed mobile devices and desktop computers.
• Analyzed data regarding patterns of issues and planned how to avoid them in the future.

Insight Global Tier I Help Desk Technician at Federal Aviation Administration From December 2021 to May 2022

• Answered the phone promptly and maintained a strong phone presence.
• Utilized the Remedy ticketing system to record and document client issues and work detail.
• Diagnosed and resolved end-user devise and software issues.
• Documented, tracked, and monitored problems to ensure a timely resolution.
• Performed password resets and account management in Active Directory.