Work Experience

IT Support Engineer I |  Amazon

Apr 2022 – Present                     11601 Alterra Pkwy, Austin, TX 78758               

• Serve as point of escalation for AV issues, train new AV SME members, and implement workflow improvements to the AV process by creating/maintaining procedure documents as a senior AV SME.

• Engage in many projects such as, audit team tickets, review knowledge base articles for publishing as a KB SME, and improve ContactLens call transcribing and tagging using rules and vocab lists.

IT Specialist  |  Transtec for Business Development Solutions

May 2021 – Apr 2022                    7300 Wingate St, Houston, TX 77011               

• Configure and provide tech support for 125+ devices including industrial tablets, laptops, desktops, cameras, printers, switches, wireless access points, access control devices and phones for 50+ employees.

• Assess, design, plan, and manage small to large infrastructure and process improvement projects in challenging environments such as packing warehouse, industrial truck loading stations, and ship terminals.

Technical Support Specialist  |  OVVI

Mar 2021 – May 2021                     13003 Southwest Fwy Suite 100, Stafford, TX 77477               

• Handling high volume technical support cases via phone/Remote Desktop for networks and devices such as desktops, servers, tablets, printers, and payment terminals.

• Improving the point-of-sales software by documenting and relaying issues/bugs to the dev team.

Technical Operations Manager  |  Keytop USA

Oct 2019 – Oct 2020                     12930 Dairy Ashford Rd, Sugar Land, TX 77478               

• Responsible for managing new installations which involved instructing teams, overseeing installation quality, ordering supplies/equipment, and handing logistics.

• First and last point of contact (via call, text, or email) for business clients or end users facing any issues with parking equipment hardware or software.

Customer Service Representative  |  Microcenter

Jul 2018 – Mar 2019                     5305 S Rice Ave, Houston, TX 77081              

•         Ensured customer satisfaction while trusted with customer cash and checks.

•         Explained network devices; routers, access points, network switches, range extenders to customers.

Checker/Food Clerk  |  Randall's

June – Oct 2013                     1890 FM 359, Richmond, TX 77406              

•         Accurately and efficiently processed payments in a fast-paced environment.

•         Interacted with a high volume of customers to meet their needs.

Senior Volunteer  |  Houston Zoo

Summers, 2008 – 2013                 6200 Hermann Park Dr, Houston, TX 77030               

•         Worked in a team of zoo staff and other volunteers to maintain and improve enclosures.

•         Documented observations on newborns and digitized several years of bird health records.