Resume

Education

Bachelor of Arts in Psychology, 2011: Furman University, Greenville, SC

High School Diploma, 2007: Wren High School, Piedmont, SC

Experience

Remote Support Engineer II, Coretelligent, Remote
January 2020 to present

  • Serving as team lead for an internal group of engineers and technicians, providing technical consults and handling escalations from different tiers across the company
  • Responsible for supporting entire technology services and monitoring infrastructure needs for roughly a thousand (1000) local and international clients. Lines of business include venture capital firms, law firms, medical research groups, and others
  • Assisting with email set-up (Exchange, O365, Intermedia, Google Apps), Active Directory and third party account creation, hardware set-up, desktop support (end-user needs, viruses, troubleshooting), triaging incoming requests; all tracked via ticketing system
  • Configuring and troubleshooting Virtual Private Network (VPN) clients such as: Forticlient, Cisco AnyConnect, OpenVPN, built-in
  • Promoted from Remote Support Technician to Remote Support Engineer I in August 2020, promoted from Remote Support Engineer I to Remote Support Engineer II in November 2021

IT Service Center Specialist, Furman University, Greenville, SC
August 2013 to January 2020

  • Provided remote and in-person assistance to VIPs, faculty, staff, students, and public on multiple operating systems, escalating issues to relevant teams if further research was needed
  • Created and maintained both internal and external knowledge bases with correct information to assist with various subjects
  • Monitored and replied to incoming emails, social media messages, and service requests to ensure effective communication
  • Utilized ticketing systems to track work performed, as well as ongoing problems


Membership Associate, Kroc Center Greenville, Greenville, SC
October to December 2011

  • Answered questions about and conducted tours of the facilities for general public and potential new members
  • Handled signups for classes and memberships
  • Cultivated a positive, healthy environment for members and guests


Student Help Desk Assistant, Furman University, Greenville, SC
September 2009 to May 2011

  • Provided technical assistance to students, faculty, and staff in person, over the phone, online, and through email
  • Maintained and tracked inventory of multimedia assets
  • Won 2011 Broecker-Heffner Excellence in Service Award, given to outstanding senior working at Furman IT


Furman Advantage Intern, Upstate Visual Arts, Greenville, SC
June 2009 to August 2009

  • Answered questions from the community, members, and press about the organization
  • Created several flyers, newsletters, and press releases for distribution about various events
  • Performed office duties and assisted in event coordination and execution

Skills

  • Windows (XP, 7, 8, and 10)
  • Mac OS X
  • Microsoft Office
  • Adobe (Administrative Console, Creative Cloud, Photoshop, and Lightroom)
  • Typing (60+ WPM)
  • Virus Removal
  • Phone, email, and deskside support
  • Social media management (Twitter, Instagram, Facebook)

Certifications and Professional Development

  • Project Management Fundamentals Training, CCT Business Training, September 2016
  • ITIL Foundation Certificate in IT Service Management, License 5256326.20356973, January 2015
  • Bomgar Representative Essentials, May 2014

Honors and Publications

Photography