Experience

Core Education

Help Desk Analyst (Managed Services Eastern Nazarene)

March 2024 – November 2024
  • Provided Tier 1 technical support via phone, email, and ticketing system.
  • Diagnosed and resolved hardware/software issues, including MFA and network connectivity.
  • Managed user accounts and permissions within Active Directory and Office 365.
  • Escalated complex issues to Tier 2 teams following SLA guidelines.
  • Assisted with computer imaging, software installations, and system updates.

Eastern Nazarene College

Help Desk Analyst

July 2023 – March 2024
  • Handled service desk inquiries, ensuring timely issue resolution for students and faculty.
  • Assisted with troubleshooting network connectivity, software installations, and MFA issues.
  • Used ticketing system to track and document incidents and solutions.
  • Performed computer lab refreshes by updating and configuring software.

Curry College

Information Technology Intern

June 2021 – August 2021

  • Provided help desk support to faculty, staff, and students.
  • Assisted with hardware deployment and summer inventory projects.
  • Troubleshot CoVerified login issues and other IT-related problems.

Staples Retail Store

Technology Sales Supervisor

June 2019 – July 2023

Dorchester,MA (June 2019-August 2021) & Weymouth,MA (August 2021 – August 2023)

  • Managed a team of 6+ employees, providing training and technical support.
  • Diagnosed and repaired personal computers, printers, and mobile devices.
  • Assisted customers in selecting hardware, software, and protection plans.
  • Maintained inventory and cash handling procedures while overseeing store operations.

Technology Sales Associate

September 2015 – June 2019

Weymouth, MA (September 2015-August 2017), Braintree, MA (September 2018 – April 2019)
& Dorcherster, MA (December 2017 – September 2018 & April 2019 – June 2019)

  • Provided consulting services and responding to user inquiries about hardware and software operations.
  • Assist customers in making an informed technology purchase along with a Staples Protection Plan.
  • Perform maintenance/ repairs of personal computers by identifying problems and providing appropriate solutions to complete all work orders properly.
  • Successfully sold 40+ computers /printers with Staples Protection Plans, PC Setup, and Virus Shield Plus Plans.
  • Troubleshot and maintained more than 65 cell phones with cracked screens; repaired and replaced hardware and power supplies

Dave & Buster's

Support Technician
August 2018 – October 2018

Braintree, MA

  • Helped customers with issues with the games in the arcade.
  • Cleaned all of the games at the close of business for the day.
  • Perform preventive maintenance/repairs of arcade games.
  • Assisted with collecting cups that were left in the arcade as well as wipe down tables in the arcade.

WalMart

Cashier
October 2017 – December 2017

Weymouth, MA

  • Cashed out customers with their purchases.
  • Offered the Walmart Protection Plan on eligible products
  • Assisted in opening the registers
  • Assisted with ensuring plastic bags were at every register upon opening.

Eastern Nazarene College

Chapel Tech
September 2011 – December 2013

Quincy, MA

  • Controlled video system and slide projection system for weekly chapel service.
  • Created the Slides in ProPresenter for weekly chapel service.
  • Attended worship practice to make sure the flow of the song was correct