At SAIC, I supervised a team of 20+ service desk agents, coached direct reports, and served as the escalation point for complex technical and customer-impacting issues.
As a Help Desk Specialist at SAIC, I provided Level 1 and Level 2 support for hardware, software, and network issues. I troubleshot VPN and remote access problems and managed user accounts through Active Directory.
At Sitel, I supported coaching and training for agents, monitored call quality, and handled supervisor-level escalations. I'm currently pursuing a Bachelor of Science in Cybersecurity at Southern New Hampshire University and hold Secret and Public Trust clearances.
