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Skills

  • Customer service expert
  • Operational improvement
  • Data entry
  • Hardware recycling program development
  • Technical documents comprehension
  • Hardware troubleshooting and repair
  • Custom driver installation for specialized hardware
  • Data recovery
  • Network cabling and infrastructure setup
  • Process improvement

Work Experiences

  • Aligned purchases with organizational performance goals.
  • Achieved 70% positive feedback in customer service.
  • Applied timely updates.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Addressed an average of 6 tickets per day.
  • Collaborated with the procurement team to optimize hardware purchases and align them with organizational performance goals.
  • Collaborated in rolling out a company-wide software upgrade across 5 endpoints, ensuring minimal downtime.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.

Summaries

  • Jira expert and Adobe Creative Suite user.
  • Effectively troubleshoots and resolves issues on its own.
  • Six Sigma and ITIL are proudly certified.
  • Strengths in team leadership and client relations backed up by Computers Hardware training.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Advanced network security awareness.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Computer Technician Assistant with 17 years of successful vendor management and risk assessment experience.
  • Assisted in office-wide hardware installations.
  • Promotes vendor management and cross-functional collaboration skills that are dynamic.

Accomplishments

  • Participated in the setup and testing of virtual machines for software simulations, reducing physical resource usage by 34%.
  • Led the successful migration of 11 systems to process, minimizing downtime and maintaining a 69% functionality rate post-migration.
  • Coordinated remote troubleshooting sessions that resolved 15 system issues, reducing on-site support requirements by 55%.
  • Monitored live network activity, identifying bandwidth bottlenecks and reducing downtime by 58%.
  • Trained 7 employees on data security practices and antivirus software usage, reducing malware incidents by 67%.
  • Created a detailed wireframe layout for a network expansion project, helping decrease installation errors by 23% in coordination with the field team.
  • Assisted in the physical setup of cabling and routers for offsite events at Atlanta, ensuring secure and stable Internet access throughout the entire event.
  • Documented and resolved process which led to procedure.
  • Assisted in rolling out patch updates that reduced vulnerabilities, cutting system-level errors by 46% overall.
  • Performed routine diagnostics on Asana systems, increasing system uptime by 77% through early detection of potential failures.

Affiliations

  • Cisco Networking Academy Alumni
  • Rotary International
  • Red Hat Certification Program Candidates
  • Certified Information Technology Professional (CITP)
  • Certified Computer Examiner (CCE) Association
  • Professional Association of SQL Server (PASS)
  • CyberPatriot National Youth Cyber Education Program
  • Wi-Fi Alliance
  • Apple Certified Support Professional (ACSP) Alumni Network
  • Lions Club

Certifications

  • Certified Technical Specialist for HubSpot Integration
  • Certified Public Accountant
  • MST Desktop Infrastructure Certification
  • Certified Public Accountant (CPA)
  • Certified Ethical Hacker (CEH) from Meridian
  • CompTIA A+ Technician
  • Cisco Certified Internetwork Expert (CCIE)
  • Cisco Certified Network Associate (CCNA)
  • HDI Desktop Support Technician (HDI-DST)
  • Juniper Networks Certified Associate - Junos (JNCIA-Junos)

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