Work Experience
Desktop Configuration Analyst II
Tekstream Solutions, Atlanta, GA — November 2024 - Present
Assigned to Chick-Fil-A Inc - Contract
- Configured and deployed enterprise 4000+ laptops and mobile devices using MDM tools like Intune, Microsoft Autopilot, and Entra in hybrid environments.
- Ensured security compliance by auditing devices with Intune, Workspace ONE, Carbon Black, and Azure Security Center.
- Managed IT requests, device staging, and inventory through ServiceNow.
- Led Hardware Asset Management (HAM) initiatives to improve tracking and lifecycle management.
- Streamlined operations with IT documentation and provisioning guides.
- Provided credential management support with SailPoint and Entra ID.
- Collaborated on cross-functional projects to enhance hybrid cloud infrastructure.
Bilingual Technical Support Specialist
CDE Inc., Marietta, GA — July 2024 - November 2024
- Provided technical support for EBT, WIC, ECC, and POS systems.
- Troubleshot hardware, software, and network issues.
- Resolved merchant inquiries efficiently using CRM and ticketing systems.
- Maintained performance metrics and collaborated with internal teams.
- Processed equipment orders as needed.
Bilingual Technical Support Analyst
Assurant, Atlanta, GA — June 2022 - July 2024
- Provided bilingual technical support primarily for T-Mobile customers.
- Supported multiple operating systems including Microsoft, MacOS, Android, and iOS.
- Diagnosed and resolved incidents across various platforms.
- Utilized remote access tools for efficient support.
Bilingual Medical Collections & Billing Agent
Hollis Cobb Associates, Atlanta, GA — April 2021 - June 2022
- Managed accounts receivable for Northside, Well Star, and Grady hospitals.
- Handled an average of 200 calls per day in collections.
- Secured patient payments using strict security protocols.
- Coordinated with the AR department for insurance claim submissions.
Field Repair Technician for Device Insurance Claims
Asurion, Atlanta, GA — October 2019 - April 2021
- Performed 1000+ certified repairs on mobile devices across multiple brands.
- Provided on-site support and repair services for device insurance claims.
- Managed repairs, sales, and POS system operations.
- Mentored new hires to improve team competency.
Mobile Device and Computer Technician
uBreakiFix, Duluth, GA — July 2019 - October 2019
- Repaired 500+ mobile electronics and computers.
- Conducted authorized repairs using official parts and software.
- Managed back-of-house operations.
- Provided leadership support when needed.