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My objective is to find a job that I love doing and strive to be a better me while performing the task at hand. I am self-motivated, take pride in my job and will do whatever it takes to take care of the customer. Technology has always been a passion of mine so anything I can do in this field would be a blessing.


Proficient with MS Word, Excel, PowerPoint, SharePoint Designer, Outlook Exchange and Lotus Notes Adobe Photoshop Internet Explorer, Firefox, Safari, Google Chrome Design Spreadsheets and Databases Active Directory Operating Systems including Microsoft 2000, XP, Vista, Windows 7, Mac OS VPN and SecurID tokens issues, ID/Password verification Adding workstations to a domain Installing/pushing software to machines Diagnose network connection issues Troubleshooting, Researching, Documentation Experience managing call taking agents in a busy call center environment. Ability to teach people of all skill levels and ages.

Work experience

Mar 2008Present

Technical Support Analyst

Siwel Consulting Inc.
  • Provide enterprise level hardware, software, and domain support to Verizon employees, contractors, and external business partners such as Jetblue, Acosta, FedEx and Dunkin Donuts.
  • First touch resolution, trouble ticket dispatching and resolution follow-up.
  • Domain user and computer account administration through Active Directory.
  • Hardware, software, and server support utilizing remote tools to resolve trouble or gather additional information.
  • Virtual Private Network, SecurID Hard Token and Soft Token support.
  • Manage multiple support queues simultaneously.
  • Coordinating projects with customers to provide support, resolution, and follow up in a convenient and timely manner.
  • Management Presence during weekend hours.
  • Work directly with multiple support technicians to diagnose existing bugs and implement new changes
  • Assist in setting up corporate exchange email on computers and handheld devices.

*References available upon request*

Nov 2011Aug 2012

Commercial Implementation

Siwel Consulting Inc.
  • Work directly with support technicians to implement new changes and custom application solutions
  • Maintenance of training and procedural documentation
  • Assist in application rollouts
  • Update and maintain documentation across multiple platforms.

*References available upon request*


Nov 2006Sep 2007

Florida Metropolitan University
May 2006

High School Diploma

Gulf High School


James Vincent

James is my supervisor at Siwel Consulting.

Brandon Massey

Brandon is one of our Tier2 agents. He is considered my next level of support.

Sharon Patrick

Sharon was my supervisor/lead while I was working on the Verizon Wireless account.

Scott Wittman

Scott is my Site Manager at the Tulsa location where I worked for Siwel Consulting, a contract company for Verizon.