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
- Photography
- Soccer ‘N’ Sweet Tea
- “The Weekly: SO MUCH SOCCER”
- “Jesus Ibarra saves Greenville FC’s playoff lives in rivalry win”
- “Projecting the final table in the NPSL Southeast”
- “Season in Review: A sit down with Greenville FC’s Leadership”
- “The NPSL Supporter of the Year is clad in Greenville FC green and gold”
- “New beginnings: A look back at Greenville soccer in 2018”
- Greenville FC
- National Premiere Soccer League
- WSPA News
- Soccer ‘N’ Sweet Tea
- 2018 Soccer ‘N’ Sweet Tea MVP
- 2011 Broecker-Heffner Excellence in Service Award