Welcome to My Resume
Thank you for visiting my resume. This website was created to provide a clear, concise overview of my professional background, skills, and experience. Here you’ll find a snapshot of my work history, accomplishments, and the value I bring to each role—designed to give you an accurate sense of who I am as a professional and how I approach my work. I truly appreciate you taking time out of your busy day to review my resume. Your interest means a great deal, and I hope the information here gives you confidence in my abilities and enthusiasm. If you have any questions or would like to discuss opportunities further, I would be glad to connect and continue the conversation.
Work Experience
Sr. SAS Help Desk Representative
State Street Bank Corp. | Kansas City, Mo. | Jacksonville, FL. | Yuma, AZ. (on-site | remote)
From 05/2017 to Current
- Contractor from December 2016 to May 2017, working remotely fulltime since 2018.
- Run weekend SAS operations. Notified upper management of major incidents related to internal user/client network access issues.
- Provides support for approximately 50 platforms across several hundred mainframe, midrange, and web-based applications.
- Provided two-factor authentication installations and troubleshooting for internal and external State Street employees and clients.
- Collaborated with senior management and other departments of StateStreet Helpdesk to support internal users, external State Street employees, and clients.
- Handled 20 to 50 client/intern support request daily.
- Contributed to the development of a comprehensive knowledge base, assisting peers in resolving common problems efficiently.
- Achieved high levels of user satisfaction through consistent follow-up on outstanding tickets until resolution
- Maintained exceptional first-call resolution rates through diligent troubleshooting and problem-solving skills.
- Stayed current with industry trends by attending relevant training sessions and conferences.
- Streamlined helpdesk processes for increased efficiency with clear communication and thorough documentation.
Contractor
Technical Support Analyst / Help Desk
Insight Global | Assurant Solutions | Miami, FL. (on-site)
From 06/2015 to 03/2016
- Provide technical support via phone, email, and MS Lync (Office 365) with internal and or external clients requiring assistance / information.
- Utilize multiple mainframe and active directory databases.
- Maintained thorough user incident tracking via a ticketing system.
- Remotely accessed user systems via the Bomgar program, BigFix, SCCM. resolving software and hardware issues, ensuring minimal downtime
- Collaborated with Senior Support Specialists and cross-functional teams to develop solutions for recurring technical issues and major incidents.
Technical Support
Help Desk Specialist
H&R Block World Headquarters | Kansas City, MO. (on-site)
From 11/2012 to 04/2015
- Member of the franchise office setup team, providing assistance to approximately 12,000 retail tax offices, and assisted the escalations team in advanced server setup and migration.
- Provide technical support via phone, email, and chat with internal users and external clients requiring assistance or information.
- Used the company ticketing system to maintain information.
- Consult with Senior Support Specialists as needed to respond appropriately to the client issues, as well as major incidents.
- Remotely accessed company servers and office, installed new tax systems, and migrated data to new machines.
- Provided end-user system and equipment training
Lead Kassa (Casher)
Lifetime Gold Company NV | Paramaribo, Suriname South America (on-site)
From 09/2009 to 07/2012
- Led the Kassa operations at Lifetime Gold Company NV, ensuring efficient currency exchange and customer service.
- Weighed, graded, and purchased raw gold, maintaining high standards of quality and accuracy.
- Provided multilingual support in English, Dutch, and Sranan Tongo to a diverse customer base.
- Managed the receipt and transfer of currency to The Netherlands, enhancing operational efficiency.
Legal Imaging, Copy
Print and Mail Assoc.
Pitney Bowes | Shook, Hardy & Bacon Law Firm | Kansas City, Mo.(on-site)
From 02/2009 to 09/2009
- Print / Copy and storage of legal documents and media; intake & distribution of mail and packages
- Prodived highest levels of service; maintain flexibility in satisfying customer demands in a high volume time sensitive production environment.
- Operated and maintained office equipment ie. copiers, faxes, computers and CD & DVD duplicating software. Order supplies and update firm’s employee mailbox and floor listings.
- Orginized shipping & receiving, document pick-up / delivery of mail, parcels, copy / faxes to customers.
- Handle time-sensitive, eyes only confidential material, urgent packages and Legal documents for filings.
Education
Miami Dade College
Miami, FL.
Vocational Certificate, Graphic Design, 01/2004
Hands-on training in the areas of visual communication, layout, typography, and design principles, often professional projects including creating logos and business cards, flyers, brochures, pamphlets and signage.
Computer Learning Center
Washington, DC
A+ Certification 01/1999
Hardware, networking, operating systems (including Windows, Linux, and macOS), mobile devices, and security, with an emphasis on troubleshooting, installation, configuration, and preventative maintenance. Courses also teach soft skills like customer service and professional communication
Byte Back Digital Literacy Nonprofit
Washington, DC
Intern Program 06/1999
The program included both classroom learning and hands-on work experience. In exchange for their studies, interns served the organization in various capacities, including as technical support staff, substitute teachers, and office assistants.
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