Resume

CVS/Aetna | Remote

• ›Resolved 40+ daily Tier 1-2 tickets involving account access, password resets, application support, portal navigation, and end-user technical issues in a regulated enterprise environment.
• ›Used VPN, Salesforce, HRP, Rumba, and Cisco Jabber to verify users, resolve access/connectivity issues, document activity, and escalate complex incidents to the correct support teams.
• ›Maintained accurate case notes, escalation updates, and follow-up actions while supporting ticket continuity, service accuracy, and audit-ready documentation.
• ›Followed HIPAA safeguards, identity verification requirements, and secure handling procedures while providing clear, customer-facing technical support.
• ›Guided non-technical users through troubleshooting steps while maintaining professional communication, patience, and first-contact service quality.

GTS Technology | Dallas, TX

• ›Imaged, configured, patched, staged, and validated 500+ Windows endpoints using structured deployment procedures, quality checks, and workstation readiness standards.
• ›Applied Group Policy configurations, endpoint protection controls, inventory tracking, and secure device handling while resolving hardware/software setup issues.
• ›Performed workstation setup, cable management, device labeling, asset tracking, and endpoint validation to support large-scale deployment readiness.
• ›Documented deployment steps, device status, quality-control findings, and setup issues to maintain accurate technical records and handoff notes.
• ›Supported hardware and software troubleshooting for Windows devices while following secure endpoint preparation and quality-control standards.

U.S. Army | Fort Bragg, NC

• ›Supported communication systems and operational equipment in secure, mission-critical environments requiring availability, readiness, and disciplined technical support.
• ›Tracked equipment status, maintained logs, managed asset accountability, coordinated corrective actions, and applied access-control procedures for sensitive systems.
• ›Maintained detailed documentation for equipment readiness, status updates, inventories, and corrective actions similar to IT asset tracking and ticket documentation.
• ›Coordinated with cross-functional teams under time-sensitive conditions to maintain technical readiness, restore operational continuity, and support mission requirements.
• ›Applied security procedures for sensitive equipment and information while reinforcing secure handling, accountability, risk awareness, and operational discipline.

Walmart | Lancaster, TX

• ›Provided customer-facing support by resolving service, device, transaction, and basic system-related issues in a fast-paced retail environment.
• ›Used POS systems, handheld scanners, and inventory tools to verify information, document concerns, and coordinate issue resolution across departments.
• ›Assisted customers and team members with technology-related questions while explaining solutions clearly to non-technical users.
• ›Supported daily operations by troubleshooting scanner/POS issues, escalating unresolved concerns, and maintaining accurate transaction and inventory information.
• ›Demonstrated patience, professionalism, and problem-solving while handling high-volume customer interactions and service requests.