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Skills

  • Scripting skills
  • Technical issues analysis
  • Hardware and software installation
  • Customer Satisfaction Enhancement
  • Desktop support
  • Cross-functional team collaboration
  • Customer service
  • Hardware repair
  • Customer service expert
  • TCP/IP protocol

Work Experiences

  • Was in charge of the interface.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 13 new accounts.
  • Streamlined the process of gathering reporting requirements and specifications for distribution across multiple business lines and IT support teams.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Used team leadership and stakeholder engagement to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Looked into department processes and helped the company achieve ISO9000-certification.
  • Set up VoIP phones in accordance with company policies.
  • Had planned ahead.
  • Got better.
  • Worked with a web developer to complete a proof-of-concept thin-client web framework for enterprise intelligence applications under a tight deadline.

Summaries

  • Effective, team-oriented professional with 18 years of software development experience in the hospitality and travel industries.
  • A dynamic computer hardware engineer with experience in the development of procedure technology.
  • Service-driven
  • Excellent communication skills and a reliable team player in a variety of situations.
  • Bilingual software project manager with a strong work ethic.
  • Versatile
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Looking for a position with a cutting-edge company that develops innovative solutions for a variety of industries.
  • Looking for ways to improve various software packages.
  • New graduate eager to work with a diverse range of people.

Accomplishments

  • Provided technical mentoring to junior engineers, facilitating their certification in Adobe Creative Suite and improving team skill levels.
  • Led desktop hardware refresh initiative, upgrading 16 machines to enhance performance, reducing system lag time by 58%.
  • Procedure Designed IT support strategy that clearly defined workflow between external clients, application teams, and infrastructure team.
  • Steered response efforts during SAP system vulnerability issue, successfully protecting 12 endpoint devices from exploitation.
  • Quality Control: Proofread and edited all presentation materials prior to send-off to ensure accurate reporting of company data.
  • Tracked project budgets continuously and resolved discrepancies before issues occurred, effectively saving over $12.
  • Provided multi-tiered desktop support for 9 users, reducing downtime through improved workflows and tool optimization.
  • Standard Created and drove infrastructure migration strategy to begin transformation of SSIT from a legacy client-server workshop to a modern business-aligned operation built upon enterprise architecture best practices.
  • Collaborated with team of 11 in the development of system.
  • Decreased overall software-related incidents by 50% through continual software patching and proactive monitoring of desktop environments.

Affiliations

  • IEEE Computer Society Membership
  • Systems Management Forum (SMF)
  • Wireshark User Group
  • Certified Desktop Support Technician (CDST) Network
  • VMware User Group (VMUG)
  • Project Management Institute
  • Professional Association for SQL Server (PASS)
  • Help Desk Institute (HDI) Membership
  • Society of Women Engineers
  • #include <C++> Association

Certifications

  • First Aid/CPR Certified
  • Certified Six Sigma Black Belt
  • CCIP Service Provider
  • CompTIA A+ Technician
  • Certified Systems Engineering Professional (CSEP)
  • Apple Certified Associate (ACA)
  • Salesforce
  • Cisco Certified Network Associate (CCNA)
  • Oracle Certified Database Administrator
  • Certified Master Trainer

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