Qualification Summary
- 5+ years of customer service experience across multiple disciplines
- 5+ years of Information Technology support experience in Windows, OS X, iOS & Android
- Expert knowledge of the project life cycle and the importance of meeting the requirements of the client
- Excellent decision-making skills
- Possesses the ability to manage multiple complex tasks simultaneously
- Detail-oriented and goal-driven
- Effectively works in a team environment with all levels of personnel
- JROTC Leadership Training
- Former Boy Scout
Education
13 June 2005 – 22 September 2007
ITT Technical Institute-Louisville
Louisville, Kentucky
Associate of Informational Technology in Multimedia
Experience
26 March 2012 – 28 January 2014
Creative Strategies
Louisville, Kentucky
Senior Technical Analyst
- Monitor & maintain client servers & workstations
- Senior level Customer & Technical Support for company created eMAR system
- Monitor & maintain multiple systems' databases
- Research issues within the system to provide clear & concise reports to developers
- Perform daily communication & network checks
- Maintain & create Standard Operation documents
17 October 2011 – 9 January 2012
The Reserves Network
Elizabethtown, Kentucky
Wireless Network Surveillance Technician – Bluegrass Cellular
- Monitor the Bluegrass Cellular network
- Troubleshoot issues within the Bluegrass Cellular network
- Assist Field Technicians
- Perform daily testing
- File reports on testing & issues experienced on the network
- Maintain & create Standard Operation documents
25 July 2011 – 13 October 2011
Manpower Group
Elizabethtown, Kentucky
Book Feeder – Publisher Printing
- Load magazines onto conveyor belt for mailing labels to be put on
- Quality control in fast pace environment
18 August 2008 – 9 December 2010
ICT Group/Sykes
Louisville, Kentucky
AppleCare Senior Advisor (Apple Computer, iPad, iPhone, iPod, iPod Touch) – Apple
- Senior Level Customer & Technical Support for the Apple products
- Consultant for AppleCare Advisors, Apple Geniuses & fellow AppleCare Senior Advisors
- Provide resolutions to special & rare issues
Mentor – Apple
- Assist in the training of new employees
- Provide floor level support to employees fresh out of training
- Consultant for fellow AppleCare Advisors
5 October 2007 – 10 July 2008
Imaage
Louisville, Kentucky
Graphic Designer/IT Specialist
- Create & print needed Graphics for advertisements, signs, promotions, etc.
- Update & maintain the company website
- Video editing of promotional video
- Maintain office computers
- Organize patient photos & documentation
28 May 2006 – 25 August 2007
Best Buy
Elizabethtown, Kentucky
Geek Squad CIA
- Imaging, upgrading, setup & configuration of various Windows Operating Systems & computer software
- Backup & recovery of customer data
- Diagnosis & repair of various computer related issues (software & hardware)
Sales Associate
- Assist customers in locating a solution to their electronic needs & wants
Volunteer Project Experience
July 2010 – October 2012
CyanogenMod
- Head of User Experience
- Support Staff: Lead Wiki Editor, Forum Moderator and IRC Operator (Internet Relay Chat; Live Support)
- Submission of code/software patches (Git, Gerrit)
- Familiarity with development cycles and wide scale releases (1.5mil+ users)
Technical Skills
Software Experience:
- Adobe Photoshop
- Adobe Illustrator
- Apple OS X
- Apple iOS
- Android
- CSS
- HTML
- Microsoft Office Suite
- Microsoft SQL Server
- Microsoft Windows
Other Experience & Skills:
- Computer Repair
- Mobile Device Repair
- Print Design
- User Experience
- User Interface