Experience

AUGUST 2021 – PRESENT
Server Systems Administrator, Yakima Valley Farm Workers Clinic, Toppenish, WA

  • Triage tickets
  • Provide tier 3 desktop support for escalated tickets
  • Performed regular maintance tasks a updates

SEPTEMBER 2020 – AUGUST 2021
Technical Support Analyst, MDToolbox, Richland, WA

  • Resolved an average of 680 tickets per month
  • Educated end users to ensure system use complied with state and federal law
  • Analyzed audit logs to identify and resolve issues
  • Documented all client contacts to provide an accurate account of actions taken and information provided to clients
  • Took ownership of new account follow-ups to reduce future contacts

MAY 2016 – SEPTEMBER 2017
Technical Support Representative, Amazon, Kennewick, WA

  • Mastered technical communication techniques
  • Identified areas to improve customer and employee experiences
  • Worked in a team to test the implementation of text messaging as a new contact method

Certifications

AUGUST 2020
Cisco Certified Network Associate (CCNA)
Validation Number: ZH8CGLJFLLVEQVGH

DECEMBER 2020
AWS SysOps Administrator
Validation Number: WDX5LZDB21R11WK0

FEBURARY 2020
ITIL Foundation
Validation Number: GR750585030LD

OCTOBER 2019
CompTIA Security+
Validation Number: 3SERFYVMWHEQQN3K