HCTec
May 2024 - April 2025
Service Desk Analyst II
- Utilized tools such as Active Directory, Duo, Imprivata, Epic and Citrix to solve issues.
- Trained new staff on major campaigns with shadowing and reverse shadowing
- Created workarounds for issues during outages
- Collaborated with Client IS department consistently to resolve or route tickets
- Communicated with Client Success Managers to implement change to KB’s and Processes
- Reported customer service and documentation issues to CI and CSM’s
- Mentored other analysts to improve adherence, productivity, efficiency, and consistency
- Actively assisted analysts with issues using chats and calls
- Resolved issues in Epic EMR through documentation
Surveillance Consulting Inc
June 2023 - May 2024
Crew Leader/ Level III Tech
- Managed a team of up to 4 other technicians on installs and service
- Built, configured, and installed server racks, servers, cameras, door controls, etc
- Provided remote support to clients and technicians
- Managed wide ranging inventory for all aspects of the company internal and external
- Worked Escalated tickets when Tier 1 and 2 could not resolve or when Urgent
- Trained and coached new staff both onsite and remotely
- Provided consistent feedback to employees for improvement or achievement
- Made consistent suggestions and implemented changes to improve KBs and procedures
Wells Fargo
August 2017 - March 2023
Personal Banker
Responsible for building lasting relationships with clients. Providing solutions to financial problems through available resources and counseling.
Frequently partner with contacts in Mortgage, Business Banking, Merchant Services, Commercial Lending, Government Banking, and Investment Services
to provide specialized assistance when needed. Leader in knowledge around banking products, procedures, policies, and software to peers and managers
inside the branch. Consistent crisis management during emergency situations at multiple locations.
Woodforest National Bank
Febuary 2012 - June 2017
Retail Banker
Responsible for sales to business and consumer markets through multiple sales strategies. Scheduled effective marketing by calling and dropping
into local businesses. Consistently lead effective community marketing focused on consumer accounts and lending. Coordinated charitable fundraising
events to meet and exceed charitable goals. Increased overall customer base in both business and consumer accounts by 12% year over year.