Fort Worth, Texas, United States
Skilled Technical Support Analyst with a demonstrated history of providing world-class information systems support. Experience in Workflow Management Administrator, Engineering Technical Administrator, Customer Relationship Management Specialist, Administrative Specialist, Office Manager, and team mentor. Strong information technology professional with a Master of Science Degree focused in Information Systems Analysis (2014) and a Bachelor of Science Degree in Information Technology Analysis (2012).
Client: Starz Entertainment, LLC, a Lionsgate company. A leading global media and entertainment company that produces and distributes premium streaming content to worldwide audiences across subscription television platforms. Provide technical support, advice, and assistance to consumers with technical hardware, software, and systems issues. In the majority of cases, dealing directly with end users, effectively communicate resolutions, verbally and in writing, using language that the consumer can easily comprehend.
Client: Apple, Inc. Technical Support Analyst, providing troubleshooting and support focus, on behalf of an American multinational technology company that designs and develops consumer electronics, software, online technology and services, and is considered one of the Big Four tech companies.
Clients: Intuit Turbotax and American Red Cross Provide exclusive support for American Red Cross instructors. Analyze and respond to technical and customer service issues. Identify, research, troubleshoot, and resolve complex issues independently. Supervisor role in client escalations and problem resolution. Provide end-user troubleshooting and desktop support on multiple platforms and devices. Mentor Tier I and Tier II agents, providing guidance and resources.
Provide technical and administrative support to Engineering Manufacturing Research and Technology Development program and management as well as Huey and Cobra Wiring and Install retrofit and upgrade program. Provide technical and administrative support to functional Engineering groups in V-22, H-1, 429, 609, ARH, military programs as well as Xworx development and testing military program. Perform environmental safety inspections and audits, implement improvements, and procure equipment and supplies for Engineering Manufacturing Research and Technology Development lab and offices. Procure hardware/software. PC Coordinator for several engineering business units. Manage new employee on-boarding. Administrator of several proprietary information systems. Analyze and report metrics on multiple military programs, engineering objectives, quality, performance, and problem resolution issues. Effectively evaluate and process engineering change orders, data, and documentation, ensuring Bell standards of quality. Participate in business systems modernization efforts focus groups.