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Skills

  • Application support
  • Technical issues analysis
  • Endpoint Security Auditing
  • Technical documents comprehension
  • Mac systems
  • Desktop support
  • Organization
  • Anti-virus and malware response
  • Regulatory compliance
  • Preventive maintenance strategies

Work Experiences

  • Achieved cost reductions of $13.
  • 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.
  • Achieved results within 18 months.
  • Applied measures across Jira workstations.
  • Adhered to budget constraints.
  • Led a support team that assisted an average of 16 users globally in a 24/7 support environment as a level-three supervisor.
  • Achieved a 63% client satisfaction rate.
  • Championed the adoption of Agile methodologies.
  • Achieved a 72% first-call resolution rate.
  • Collaborated with senior leadership to assess and implement SAP, improving data capture accuracy by 84% within two years.

Summaries

  • Subject matter expert on HubSpot with exceptional skills and knowledge in risk assessment.
  • A forward-thinking Computer Technical Services Specialist with strengths in root cause analysis and hardware deployment. Successfully reduced issue recurrence by 85% after performing in-depth system diagnostics on 8 networks.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Accomplished technical point of contact successfully managing 2 enterprise clients, resolving critical hardware and software issues with a 32% success rate within strict deadlines.
  • Accomplished IT specialist proficient in firewall configurations.
  • Supporting hardware and software issues for metric computer systems is a skillful Computer Technical Services Specialist.
  • Achieved annual cost reductions of $17.
  • Effectively troubleshoots and resolves issues on its own.
  • Accomplished Computer Technical Services Specialist.
  • Achieved a 81% first-call resolution rate.

Accomplishments

  • Mentored junior IT staff, providing guidance on troubleshooting techniques resulting in a 83% improvement in troubleshooting and resolution speed.
  • Led 10 major helpdesk projects that improved system infrastructure, with measurable performance gains across 7 global offices.
  • Led migration of 16 legacy applications to initiative, driving $2 annual cost savings and a 76% increase in system performance.
  • Monitored server infrastructure and optimized resources, decreasing system downtime by 55% and extending equipment lifecycle by metric.
  • Optimized server configurations, reducing power consumption costs by $7 across 15 data centers.
  • Resolved product issue through consumer testing.
  • Managed a team of 9 helpdesk technicians, achieving a consistent 41% first-call resolution rate.
  • Contributed to the overhaul of the company's disaster recovery plan, improving recovery time objectives (RTO) by standard.
  • Configured and deployed new network infrastructure for 16-user environment, optimizing performance and reducing latency by 59%.
  • Standardized IT documentation across 5 locations, improving system operational efficiency by 28%.

Affiliations

  • Certified Ethical Hacker (CEH) Membership and Education
  • Project Management Institute
  • Association for Computing Machinery (ACM)
  • Certified Information Systems Security Professional (CISSP) – Affiliate
  • Amazon Web Services (AWS) Certified – Scrum Master
  • Bluetooth Special Interest Group (SIG)
  • VMware User Group (VMUG)
  • American Medical Informatics Association
  • Jaycees
  • Data Center Technology and Management Association (DCTMA)

Certifications

  • Palo Alto Networks Certified Network Security Engineer (PCNSE)
  • CompTIA A+ Technician
  • ServSafe
  • Red Hat Certified System Administrator (RHCSA)
  • Cisco Certified Network Associate (CCNA)
  • ITIL Foundation Certification
  • ServiceNow Certified System Administrator
  • Certified Public Accountant (CPA)
  • VMware Certified Professional – Desktop and Mobility (VCP-DTM)
  • Certified Business Analysis Professional (CBAP)

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