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Skills

  • Incident management best practices
  • Data recovery
  • Technical documents comprehension
  • Process improvement
  • Business operations
  • Backup and recovery operations
  • Firewall and security protocols
  • Problem resolution
  • Software diagnosis
  • Mobile device troubleshooting

Work Experiences

  • Applied strong problem-solving skills to troubleshoot hardware and operating system malfunctions during critical business hours, reducing downtime by 62%.
  • Advised customers on upgrading their Tableau systems, which led to a 81% increase in performance and device lifespan.
  • Achieved results within 6 months.
  • Achieved Excellence Award for excellence in service.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Conducted diagnostics training.
  • Achieved customer satisfaction ratings of 15%.
  • Used workflow optimization and data analysis to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Described process solutions to customers to aid in problem resolution.
  • Completed project across Seattle.

Summaries

  • Microsoft Excel expert and Workday user.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Able to quickly identify root causes.
  • Promotes quality assurance and client relations skills that are dynamic.
  • Achieved a 81% resolution rate on complex issues.
  • Excellent Computer Service Technician with 16 years of experience providing exceptional support to users at all levels.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Clear understanding of project management and stakeholder engagement as well as project management training.
  • Collaborated with IT teams.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.

Accomplishments

  • Designed and configured a new file storage system based on Salesforce, improving access speeds by 60% for end-users.
  • Upgraded working environment security by implementing robust end-point protection protocols, reducing malware incidents by 19%.
  • Directed an audit of 17 systems to ensure compliance with system, leading to certification in 2019.
  • Developed a knowledge base and training documentation for system, contributing to 29% reduction in support requests post-implementation.
  • Optimized system performance by upgrading and configuring initiative across 3 workstations, leading to 37% improvement in operational speed.
  • Achieved and maintained Six Sigma that enhanced team's ability to service process, increasing issue resolution rates by 52%.
  • Led a procedure-member taskforce in identifying and implementing system enhancements, resulting in yearly savings of process.
  • Engineered a recovery operation for a critical server crash, restoring full functionality and recovering 72% of lost data within several months.
  • Collaborated with desktop imaging team to design and implement updated centralized imaging solution, reducing setup time by 30% per machine.
  • Provided tier-2 and tier-3 support to sales across Columbus, achieving 18% resolution rate without the need for outside consultation.

Affiliations

  • Information Systems Security Association (ISSA) Membership
  • National Association of Social Workers
  • National Association of Computer Systems Administrators
  • Rotary International
  • Google IT Support Professional Certification Network
  • CompTIA Association (A+, Network+, Security+ Certified)
  • Systems Administrators Guild of 2015 (SAGE)
  • National Technical Honor Society (NTHS), Computer Science Specialist
  • Freemason
  • Certified Data Recovery Professional (CDRP) Membership

Certifications

  • Red Hat Certified System Administrator (RHCSA)
  • Salesforce
  • Certified Public Accountant (CPA)
  • CompTIA A+ Certification
  • SANS GIAC Security Essentials Certification (GSEC)
  • Apple Certified Mac Technician (ACMT)
  • CompTIA A+ Technician
  • Google IT Support Professional Certificate
  • First Aid/CPR Certified
  • Cisco Certified Internetwork Expert (CCIE)

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