At United States Postal Service, I diagnose and resolve hardware, software, desktop, application, and network incidents through multi-channel support queues. I use technical references to research solutions and guide users.
I troubleshoot connectivity with ping, traceroute, VPN, and TCP/IP, and administer accounts, permissions, and group access in Active Directory. I also support routine administration with PowerShell scripting.
At Brightspeed, I complete customer record and facility assignments for fiber orders while managing service queues. I troubleshoot assignment issues over phone and chat and document support requests and technical activity.
At North American Bancard, I delivered Tier II troubleshooting for software applications, POS terminals, and payment integrations under SLA expectations. I managed escalated cases and worked with Engineering and Product teams to investigate platform issues and recurring failure patterns.
