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