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Skills

  • Call triaging
  • Problem resolution
  • PC performance assessments and upgrades
  • Supervision
  • Diagnosing network and connectivity issues
  • Adherence to system security protocols
  • Reduction of system downtime
  • Network support
  • MS Office
  • Operational improvement

Work Experiences

  • Coordinated deployment schedules with non-technical teams to ensure minimal downtime during business-critical refresh operations.
  • Collaborated with cross-functional teams.
  • Authored and revised technical documentation for optimal refresh workflows, significantly shortening onboarding times for junior technicians by 84%.
  • Decreased IT help desk calls by 50%.
  • Completed refresh cycles successfully.
  • Achieved 17% improvement in system security.
  • Answered 7 calls per one year to help customers with their questions and concerns.
  • Delivered a 27% performance improvement.
  • Transported Adobe Creative Suite to 18 months customer locations.
  • Completed the project 49% under the projected timeline.

Summaries

  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Collaborative PC Refresh Technician.
  • Cut equipment deployment time by 56%.
  • Completed new network component installations, updates, and configurations successfully.
  • Achieved a 78% improvement in system alignment to security standards.
  • Consistently reduced scheduled downtime.
  • Delivering exceptional technical support during large-scale refresh deployments, maintaining 53% client satisfaction and reducing IT support tickets.
  • Completed refresh projects 20% faster than anticipated.
  • Applies technical knowledge and diagnostic skills to problems in order to solve them and maintain usability and performance.
  • Contributed to 76% improved PC performance post-deployment.

Accomplishments

  • Authored comprehensive technical documentation for PC refresh processes, shortening onboarding training times for junior technicians by 67%
  • Prevented rollout delays by performing pre-deployment imaging on over 3 PCs, ensuring all systems were fully configured and factory-tested
  • Refreshed over 13 machines for the sales within Raleigh, reducing downtime for users by 38%
  • Identified and escalated potential security vulnerabilities during the refresh process to the IT security team, leading to proactive fixes and reduced risk
  • Achieved a 65% client satisfaction rate by providing thorough post-refresh support and addressing any residual software or hardware needs
  • Collaborated with team of 17 in the development of program.
  • Documented and resolved metric which led to category.
  • Worked extensively with IT operations to ensure proper deployment of endpoint encryption software during system refreshes, achieving 40% compliance
  • Utilized system monitoring tools to diagnose and resolve hardware compatibility issues pre-refresh, leading to 84% faster deployment cycle
  • Improved the company's asset tracking accuracy by implementing a real-time inventory management system during the refresh process

Affiliations

  • National Society of IT Service Management Professionals – Contributed to workshops on refining helpdesk workflows during periods of high refresh volume.
  • American Marketing Association
  • Project Management Institute (PMI) – Attended seminars on managing large-scale hardware deployment projects and reducing bottleneck timelines.
  • Toastmasters
  • CompTIA Member – Involved in ongoing certification and training events, such as CPA for professional development and networking.
  • Association of Information Technology Professionals (AITP) – Regularly attended talks and conferences related to PC refresh best practices.
  • American Medical Informatics Association
  • International Association of Administrative Professionals
  • Association for Computing Machinery (ACM) – Regular contributor to discussions on hardware innovation and usability testing for large-scale deployments.
  • International Association for Computer Information Systems (IACIS) – Contributed to discussions on improving efficiency during software and hardware upgrades.

Certifications

  • Certified Network Infrastructure Technician (CNIT)
  • Microsoft Deployment Toolkit (MDT) Certification
  • Certified PC Network Support Specialist (CPNSS)
  • VMware Certified Professional – Desktop Management (VCP-DTM)
  • Certified Endpoint Support Technician (CEST)
  • Apple Certified Support Professional (ACSP)
  • Certified Systems Administrator (CSA) standard
  • Lenovo Certified Technician
  • Certified Desktop Support Technician (CDST)
  • CompTIA Network+

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