I have broad experience with an array of languages and technologies. Here are the highlights.
Experience
Escalation Specialist, HTC Global Services, Troy, MI
November 2023 - Present
- Took on a project to write a consistent HTML/CSS template for knowledge base articles to help decrease time spent writing and updating articles and take advantage of existing ticketing systems’ knowledge base management features.
- Routed tickets to appropriate second level team based on client’s issue or request.
- Assisted clients through self-service submitted tickets for level 1 issues.
- Notified appropriate on-call contacts for high priority issues.
- Provided troubleshooting assistance and coaching to analysts as needed.
Service Desk Analyst, HTC Global Services, Troy, MI
January 2023 - November 2023
- Provided level 1 support to clients in hospital settings.
- Provided Epic MyChart support to patients.
Technical Skills
Desktop support: Active Directory, ManageEngine, Citrix, ServiceNow, Duo, PingID, Imprivata, Microsoft Authenticator
Languages: Python, Kotlin, C#, Java, C/C++
Web design: HTML5, CSS3, JavaScript, TypeScript, PHP, MySQL
Web frameworks: Bootstrap, jQuery, Eleventy, CodeIgniter
Software: Windows, Linux, Docker, Visual Studio, Android Studio, NetBeans, Unity, Microsoft Office
Technologies: SQL, Git, Regular expressions, XML, JSON, YAML
Cloud services: Cloudflare, Amazon Web Services (AWS), Google Cloud Platform (GCP), Linode, GitHub
Education
University of Michigan-Dearborn, Dearborn MI
September 2014 - April 2020
Bachelor of Science, Computer Science
Notable coursework: Mobile App Design, Database Management Systems, Web Technologies, C# Programming, Computer Networking, Computer Graphics, Compiler Design