I Am

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.

Sr. SAS Help Desk Representative (05/2017 - Present)
State Street Bank Corp. / Kansas City, Mo. (on-site) | Jacksonville, FL. (remote) | Yuma, AZ. (remote)

• 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 (06/2015 - 03/2016)
Insight Global | Assurant Solutions | Miami, FL. (on-site)

• 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 (11/2012 - 04/2015)
H&R Block World Headquarters | Kansas City, MO. (on-site)

• 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