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Skills

  • Troubleshooting techniques
  • Communications
  • Organization
  • Escalation management
  • Incident response and resolution
  • IT infrastructure proficiency
  • Risk mitigation strategies
  • IT infrastructure management
  • Data center operations
  • Project organization

Work Experiences

  • Automated routine file system checks and backups, saving over 10 hours of manual intervention per week and mitigating potential service downtime.
  • Achieved a customer satisfaction rating of 26%.
  • Boosted uptime by 84%.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Conducted hardware assessments and recommended new systems purchases, allowing the organization to remain ahead of industry technology trends.
  • Escalated urgent issues to senior team members for prompt resolution.
  • Automated program deployment processes.
  • Affected 11 users across multiple regions.
  • Was in charge of managing system-wide operating system and software deployments, as well as any software upgrade issues that arose.
  • Conducted impact assessments for proposed changes, reducing the likelihood of service disruptions by 74% over 13 months.

Summaries

  • Active collaborator in technical escalation meetings.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Strengths in quality assurance and vendor management backed up by Computers Software training.
  • A self-assured Infrastructure Support Analyst with excellent task prioritization and knowledge of data centers.
  • Possessing expertise in the application of positive supervisory techniques to boost team productivity.
  • Achieved superior customer service.
  • Adept at facilitating smoother training processes for cross-functional teams.
  • Automated infrastructure monitoring.
  • Achieved results across 2 environments.
  • Achieved a customer satisfaction rate of 20%.

Accomplishments

  • Headed efforts to consolidate servers and data storage, saving 44% in costs and reducing physical infrastructure usage by 27%.
  • Automated routine server monitoring through Asana, reducing manual workload and enhancing early detection of system errors by 44%.
  • Identified and resolved recurring performance bottlenecks in Adobe Creative Suite, which improved system efficiency by 75%.
  • Managed vendor relationships and contracts, resolving hardware-related incidents for 11 users, which reduced downtime by 20%.
  • Successfully migrated business-critical applications from a legacy system to process, resulting in a 62% boost in scalability.
  • Performed root cause analysis and implementation of fixes for standard, resulting in a reduction of recurring system incidents by 18%.
  • Developed and executed disaster recovery plans, ensuring continuity of business and safeguarding data integrity post-outage.
  • Trained and mentored a team of 13 junior support analysts, improving team efficiency and reducing backlog tickets by 37%.
  • Collaborated with cross-functional teams comprising 14 members to evaluate and fulfill infrastructure needs, ensuring seamless rollout of Microsoft Excel across 15 global offices.
  • Successfully transitioned 3 legacy systems to a cloud solution, reducing on-premises hosting costs by 52%.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Cloud Native Computing Foundation (CNCF) Individual Supporter 2015
  • Cisco Networking Academy Alumni 2016
  • Lions Club
  • Project Management Institute
  • SANS Institute Affiliate Lean 2018
  • Institute of Electrical and Electronics Engineers (IEEE) - the Pacific Northwest Chapter 2017
  • IEEE Computer Society, 2023
  • Microsoft User Group Phoenix 2017
  • Association for Computing Machinery

Certifications

  • Microsoft Certified: Azure Security Engineer Associate
  • Certified Ethical Hacker (CEH)
  • Dell EMC Proven Professional Certification
  • CompTIA Network+ Certification
  • Certified SQL Database Administrator
  • Google Associate Cloud Engineer
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • ServSafe

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