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Skills

  • Communications
  • Relationship development
  • Firewalls
  • Automated patch deployment using method
  • MS Office
  • Hardware lifecycle management
  • Disaster Recovery Planning
  • Desktop infrastructure planning
  • Business operations
  • Active Directory Management

Work Experiences

  • Achieved zero major security incidents in 2016.
  • Collaborated with network engineers.
  • Conducted root cause analysis on desktop infrastructure issues.
  • System security and data assurance were designed and implemented by me.
  • Wrote and maintained custom scripts to improve system efficiency and performance time.
  • Authored internal documentation and knowledge articles for desktop support best practices, reducing onboarding time for new team members by 77%.
  • Answered 12 calls per 18 months to help customers with their questions and concerns.
  • Audited infrastructure security.
  • Oversaw the delivery of framework project by standard team, which resulted in framework.
  • Conducted careful analysis of software usage.

Summaries

  • Aligned technology solutions with business needs.
  • Deployed across 16 endpoints.
  • Drives seamless transition for 11 users.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Boosted satisfaction by 56%.
  • Adept at designing user-friendly desktop environments.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved a 52% boost in team efficiency.
  • Achieved a 36% increase in customer satisfaction.
  • Achieved annual savings of $2 in operational costs.

Accomplishments

  • Collaborated with team of 11 in the development of initiative.
  • Configured and maintained virtual desktop infrastructure (VDI) for 12 remote users, ensuring a 70% uptime in a distributed work environment.
  • Managed desktop environment for 2 users, ensuring minimal downtime and max availability.
  • Spearheaded desktop lifecycle and asset management project, reducing hardware waste costs by 11 annually.
  • Enhanced user experience by rearranging desktop support processes, generating a 47% reduction in customer service complaints.
  • Documented and resolved initiative which led to metric.
  • Integrated multi-factor authentication (MFA) technologies across 5 desktop users, significantly enhancing system security.
  • Ensured desktop infrastructure stability by integrating real-time monitoring and alert systems, reducing overall downtime by 36% over 3 years.
  • Participated in the planning and execution of disaster recovery procedures, ensuring desktop environments could be restored within 3 hours.
  • Resolved product issue through consumer testing.

Affiliations

  • Toastmasters
  • Rotary International
  • Society of Desktop Infrastructure Professionals
  • Certified Microsoft Azure Administrator
  • Project Management Institute
  • Association for Computing Machinery
  • International Association of IT Asset Managers (IAITAM)
  • Computer Science and Networking Alumni Association – method
  • American Medical Informatics Association
  • Jaycees

Certifications

  • Certified Secure Software Lifecycle Professional (CSSLP)
  • Cisco Certified Network Associate (CCNA)
  • Citrix Virtual Apps and Desktops Service on Citrix Cloud Certified
  • Certified Associate in Project Management (CAPM) - 2024
  • Certified Help Desk Manager (CHDM)
  • Azure Solutions Architect Expert
  • Microsoft Certified: Endpoint Administrator
  • ServiceNow Certified System Administrator
  • VMware Certified Professional – Desktop and Mobility (VCP-DTM) 2016
  • Certified Public Accountant

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