Work-History:
Level II Technical Support — AMA TechTel
March 2026 – Present · Amarillo, TX
- Provide technical support for a CLEC network managing Cambium wireless DV radios/routers and Adtran equipment across radio and fiber infrastructure.
- Diagnose and resolve connectivity, hardware, and provisioning issues for residential and business customers via inbound phone support.
- Manage and document cases, resolutions, and escalation paths in Rev.io ticketing system.
- Coordinate issue escalations with fiber-resellers for business customers.
- Communicate issue resolutions with dispatch and on-site technicians for owned infrastructure requiring physical remediation.
IT Intern — Hutchinson County Court House
May 2025 – Aug 2025 · Stinnett, TX
- Assisted with Windows Server/Active Directory administration and routine maintenance.
- Resolved helpdesk tickets; imaged PCs and handled hardware/software issues.
- Helped configure switches, APs, and firewall rules; supported backups and updates.
- Contributed to security policy rollouts and small infrastructure upgrades.
E-Commerce Dept. Manager / Various Roles — United Supermarkets
Nov 2019 – Mar 2026 · Canyon & Borger, TX
- Started as a Bag Boy in 2019 and advanced to Grocery Team Lead by 2022, overseeing daily operations and team coordination.
- Transitioned to the Service Desk during college, working as a Clerk and Bookkeeper handling customer transactions and financial recordkeeping.
- Promoted to E-Commerce Department Manager (Aug 2025 – Mar 2026); owned online order flow, delivery/pickup SLA, and team scheduling.
- Tracked KPIs (fill rate, OTIF, cancellations, customer feedback) and drove continuous process improvements.
- Partnered with IT and vendors to maintain handheld devices, printers, and store systems.