I was first exposed to PCs in the 90s when my dad brought home a Win 3.1 PC after his employer's office upgraded the machines they were using. I was enamored with PCs from the start. We didn't have a lot of money when I was growing up. We never went to bed hungry or anything, but buying a computer brand new in the 90s simply wasn't feasible.

If it hadn't been for my dad getting that Win 3.1 PC second-hand from his work, it's possible I wouldn't be where I am now. That Win 3.1 family computer was eventually replaced with a Win 95 machine and finally an XP machine. Unfortunately, I was not able to pursue a college degree in IT immediately following High School, but I remained enamored with PCs. I learned what I could and eventually was able buy my very own PC in the early 2000s. You have to remember, it wasn't all that common in the early 2000s for every home to have a PC, let alone for a teenager to have their own PC.

I learned a lot from owning that PC. I learned how to troubleshoot issues myself, which instilled a drive in me to learn more. Eventually word got around in my social circle that I knew how to fix computers. Every new issue that I was asked to solve meant a new opportunity for me to learn. Eventually, I decided I wanted to make this a full-time career. Around the same time, I was offered a grant from the State of Indiana in a program called Next Level Jobs. I used this grant to attend Ivy Tech and achieved Magna Cum Laude in their Technical Certificate program for Information Technology Support. During the course of my enrollment, I also earned Comptia's A+ Certification.

Service Desk Analyst III

Atlas World Group

April 2022 - Current

Developed processes to reduce support hours, and increase first-touch resolution percentage. Worked with the Security team implement methods of verifying user identity during a phone call. Created a process and SOP for Problem Management in ServiceNow. Troubleshooted a variety of systems including VMware Horizon, Azure Remote Desktop, Teams, and many others. Participated in the project to migrate user AVDs from Windows 10 to Windows 11.

Dispatcher

Professional Transportation Inc

January 2010 - April 2022

Developed a strong rapport with both internal and external customers. Answered 75+ calls, emails, chat messages daily, addressing customer inquiries, solving problems and providing accurate etas. Engaged in continuous learning and development opportunities to promote continued performance improvement.