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Professional Summary

Experienced bilingual Technical Support Analyst with over 4 years of experience in Information Technology Industry and over 2 years Salesforce CRM Administrator experience. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements.


Salesforce Certified Administrator

Credential ID: 8

  • Systems administration
  • Team leadership Skills
  • Data analysis
  • Technical Writing
  • System Configuration
  • Desktop support
  • SQL
  • MS Office
Associate of Science: Information Systems Technology
Great Bay Community College - 320 Corporate Dr, NH 03801

Experience in:

  • Configuring networking devices to forward traffic throughout a local area network
  • Installing and testing physical layer infrastructure to include copper, fiber- optic, and wireless media
  • Configuring and implementing virtualization of the desktop and network
  • President of the International Club

Received the Outstanding Student Award from Great Bay Community College for leading the International Club for 3 years. The club consisted of 20+ new and existing students from a range of countries. As president I arranged, hosted meetings and scheduled work for club members to raise club funds.

Work History
11/2017 to Current
Technical Support Analyst Amadeus Hospitality Portsmouth, NH
  • Providing technical support for clients including Spanish speaking
  • Demonstrating professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
  • Documenting all transactions and support interactions in system for future reference and addition to knowledge base
  • Ensuring superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
10/2016 to 03/2017
Print Production Assistant Speedpro Imaging 195 New Hampshire Ave #100, Portsmouth, NH 03801

- Examined job orders to determine quantity, stock specifications, colors and special printing instructions.
- Logged, trafficked and updated projects in job management software.
- Multi-tasked to keep all assigned projects running effectively and efficiently.
- Distributed an updated weekly report of project priorities to team members and management.

03/2011 to 10/2016
Waiter/Bartender BG's BoatHouse Restaurant and Marina 191 Wentworth Rd, Portsmouth, NH 03801
  • Hardworking and valued team member
  • Increased customer rapport
  • Consistently provided professional, friendly and engaging service
  • Spoke with patrons to ensure satisfaction with food and service
  • Trained new employees

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  • Customer-oriented, strategic-thinking professional with over 9 years of experience in building relationships, cultivating partnerships, and problem-solving. Multi-tasking and self-motivated leader with expertise in expanding network connections, persuasively introducing products, and revealing customer needs to deliver solutions. 
  • IT professional with a wide array of skills related to device management at the enterprise level, Jamf Pro administration, troubleshooting for hardware, software, networking, Active Directory, Microsoft Office and Google Suite, MacOS and Win10 and much more.
  • Key relationship management
  • Exceptional customer service
  • Clear and articulate phone manner
  • Jamf Pro administrator
  • Native French Speaker
  • Analytical problem solver
  • Organized and meticulous
  • Excellent time management
Work Experience
Senior Help Desk Engineer 07/2018 to Current Trusource Labs Austin, TX
  • Enrolling, configuring, deploying, and managing Apple products for local/international clients using Jamf Pro
  • Evaluated dozens of calls every month for quality assurance
  • Assisted management with new hire training and often provided best practices guidance for team meetings
Allergan - French Sales Support (Austin) 03/2018 to 06/2018
  • Provided Field Sales logistical support related to consignment accounts.
  • Executed all aspects of the direct customer sales process through order processing, scheduling, and logistics.
Data Analyst - Apex Systems (Apple, Austin TX) 11/2017 to 03/2018
IBM - Senior Mac Technical Support Advisor 05/2015 to 07/2017
  • Managed largest fleet of corporate devices using Jamf Pro DEP deployment solution and MaaS360. 
  • Assisted IBM employees with analyzing and resolving hardware and software issues that allowed the continuation of an efficient work environment on-site and remotely.
  • Coached new hires on best practices and metrics review
  • Received team's Manager Choice Award in 2015, 2016, and 2017.
Developer/DEP Rep - Volt Info Sciences (Apple, ATX) 05/2014 to 05/2015
Technical Recruiter - SmarTech (Austin, TX) 12/2013 to 04/2014
Sears Holdings - Sales Rep 09/2010 to 08/2012
  • Quickly excelled in sales for various departments, while keeping a large base of returning customers.
  • Trained new sales employees on effective sales, service, and operational strategies to maximize team performance.
Business Administration 2010 Austin Community College Austin, TX

Coursework in managerial finance, management, speech, business law, principles of marketing, and others.

Computer Engineering 2009 University of North Texas Denton, TX Coursework in Computer Science, Technical Writing, Calculus, Logic and more.
French - Fluent/Native Language
English - Fluent

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Efficient and reliable administrative professional with experience supporting executives and customers in multiple environments.


Diversified skill set covering administrative support, accounts receivable related tasks, account management and customer service. Excellent interpersonal, phone, and digital communication skills.

Facility Coordinator May 2019 to Current
Whites Studios Inc. Richmond, BC

• Assist Facilities Manager with the coordination of upgrades and repairs to the studios

• Act as a contact for client facility issues and needs on a day to day basis

• Coordinate with vendors and trades about facility maintenance issues

• Assist with coordinating parking space allocation, facility cleaning and

waste disposal

• Perform additional duties as assigned, may include assisting with general office activities

• Assist in purchasing/inventory of facility assets

• Assisting in coordinating and decorating of special events i.e MPPIA Golf Tournament

Office Production Assistant Jul 2018 to Apr 2019
Riverdale Vancouver, BC

• Coordinate with vendors and tradespeople for all emergency fixes and maintenance needed for the property

• Liaise between Production (Riverdale), the Landlord, Property Owner and Building Complex management

• Distribute incoming & outgoing mail and shipments. Organize and maintain the general work area and warehouse

• Complete and coordinate miscellaneous tasks e.g Budget filing, warehouse organization, managing employee time cards & start packs, schedule distribution, PO authorizations and stock supply orders

• Perform secretarial duties at the front desk and provide information for staff and the public

Administrative Secretary / Move Coordinator Aug 2017 to Jul 2018
KMBR Architects Planners Inc. Vancouver, BC

• Provide general daily administrative support to the business partners and other members of the leadership team, including calendar management, typing and copying

• Sorting, distributing and processing daily incoming & outgoing mail along with sending and receiving courier packages

• Process and organize architectural drawings slated for digitalization

• Reviewing existing documents and archives, and/or disposing of sensitive material in an appropriate manner

• Coordinator of various move related project tasks

Accounts Receivable May 2016 to Aug 2017
Albion Farms & Fisheries Richmond, BC

• Responsible for monitoring all aspects of the collection of outstanding debts owed to the Albion Farms & Fisheries

• Maintain records of account activity, as well as review current accounts for unpaid amounts and determining the course of action to take based on a variety of factors such as debt age, amount of debt, and the customer's history

• Creation of training materials and guidelines for all employees in Accounts Receivable along with training of new hires

• Interact with customers directly and resolving outstanding debt by taking payments via the POS system and assisting customers with resolving their other billing issues

Retail Associate Oct 2015 to May 2016
Winners & HomeSense Vancouver, BC

• Responsible for the daily organization and set-up of the store, keeping with all policies and procedures, and performing stock duties as required

• Daily administration of store funds in and out of the cash office along with ensuring that all registers are processed accurately and that all funds are balanced and verified daily

• Initiate and participate in store recovery and merchandise lookup and completion of markdowns in a timely and accurate manner

Technical Support Representative Feb 2015 to Oct 2015
Shaw Communications Vancouver, BC

• Troubleshoot Cable & Internet with clients

• Assist unhappy and frustrated customers in a professional and sensitive manner, while applying my problem solviong skills to defuse escalations

• Assist customers with issues regarding wireless devices and wireless access points

• Resolve or escalate issues regarding billing and payment

• Assist customers with Shaw E-mail Setup, Recovery & Troubleshooting

• Report and document outages of Internet, Cable & Phone

Camp Counsellor May 2014 to Aug 2015
Canadian Diabetes Association Gibsons, BC

• 24/7 Monitoring and help a small group of children (ages 5-14) with their medical condition (diabetes) while participating in various camp activities (canoeing, hiking, meal times, swimming, etc)

• Supervision of group of 10-14 kids at all times while at camp, responsible for confidentiality and keeping of sensitive information private between kids, camp staff, and parents

Accounting 1 British Columbia Institute of Technology Vancouver, BC, Canada
Business Mathematics British Columbia Institute of Technology Vancouver, BC, Canada
Face the World Gala - Volunteer                                        June 2017
Vancouver, BC
WE Day - Seating Supervisor                                              Oct 2013/2014
Vancouver, BC
Leadership Program - YMCA Camp Elphinstone               Summer of 2013
Gibsons, BC

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Professional Summary

Quality-focused Principal Consultant successful at managing customer expectations and delivering exceptional results built on extensive industry knowledge.

  • Customer relations
  • Excellent communication skills
  • Excellent planner and coordinator
  • Computer programming
  • System upgrades
  • Project management
  • Conference planning
  • Report development
  • Schedule management
  • Analytical thinker
  • Decision-making ability
  • Operations management
Work History
Technical Support Analyst, 02/2017 to Current
ACME Transporation Syracuse, NY
  • Designed strategic plan for component development practices to support future projects.
  • Established compatibility with third party software products by developing program for modification and integration.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Provided base level IT support to non-technical personnel within the business.
  • Managed customers' expectations and experience to a high degree of customer satisfaction.
Technical Lead, 06/2016 to 01/2017
Charter Spectrum 6005 Fair Lakes Rd. Syracuse NY , NY
  • Developed technical solutions to diverse operational problems.
  • Managed team of 20 personnel focused on implementing resolutions and updates.
  • Oversaw a variety of projects, including budgets, milestones and team performance.
  • Maintained related hardware in good working order.
  • Provided methodologies for object-oriented software development and efficient database design.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
Executive Assistant, 01/2015 to 07/2016
Creative Art Solutions New York City
  • Frequently used word processing, spreadsheet, database and presentation software.
  • Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
  • Ordered and distributed office supplies while adhering to a fixed office budget.
  • Answered and managed incoming and outgoing calls while recording accurate messages.
  • Coordinated, scheduled and arranged meeting and travel calendars, including business and social events.
  • Screened applicant resumes and coordinated both phone and in-person interviews.
Customer Service Representative, 01/2013 to 11/2014
Eastman Library New York City , NY
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Routinely answered customer questions regarding merchandise and pricing.
  • Greeted customers entering the store to ascertain what each customer wanted or needed.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events
Bachelor of Science: Accounting , Current
Capella University - Minnesota
  • 4.0 GPA
  • Coursework in Accounting, Finance and Statistics
  • Coursework includes Speech and Communication, Sociology and Psychology
  • Student Body Treasurer
Associate of Arts: Liberal Arts , 2015
SUNY Binghamton University - New York
  • Associate's Degree
  • 3.5 GPA