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Skills

  • Content marketing strategy
  • Process implementation
  • Brand development
  • CISCO router management
  • DevOps principles
  • Desktop support
  • System upgrades
  • Website Maintenance
  • Project management
  • Budgets

Work Experiences

  • Got better.
  • Evaluated, analyzed, and suggested software solutions that would be a good fit for the project's requirements.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Streamlined the process of gathering reporting requirements and specifications for distribution across multiple business lines and IT support teams.
  • Created complex user interfaces to support third-party applications.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Created and updated accurate network documentation and Visio diagrams to ensure that management had a thorough understanding of the organization's requirements.
  • Was in charge of the project.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • 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.

Summaries

  • A dynamic computer hardware engineer with experience in the development of system technology.
  • Astute leader of a team of computer hardware engineers.
  • Multilingual and extremely dedicated.
  • Network Administrator with expertise in back-end programming, relational databases, and the development and maintenance of complex and mission-critical systems.
  • Successful in software administration and data communications as a technically advanced information technology specialist.
  • System Support Engineer with extensive experience in assisting users and troubleshooting issues.
  • Bilingual and highly collaborative.
  • Dedicated professional with over 13 years of experience developing process web applications.
  • Effective, team-oriented professional with 8 years of software development experience in the hospitality and travel industries.
  • Dependable

Accomplishments

  • Improved system uptime by overseeing the technical resolution of high-priority incidents while maintaining a client satisfaction rate of 45%.
  • Created step-by-step documentation for technical processes that shortened average troubleshooting times by 16 minutes per ticket.
  • Improved intake process for technical requests, reducing ticket backlog by 65% within the first quarter after implementation.
  • Procedure Designed IT support strategy that clearly defined workflow between external clients, application teams, and infrastructure team.
  • Assisted in maintaining and optimizing company-wide IT systems, ensuring zero downtime for critical business applications during peak hours.
  • Performed in-depth root cause analysis for 3 complex incidents, resulting in permanent solutions for recurring issues.
  • Network Security: Updated network systems to support confidential company operations and eliminate hacking ability.
  • Software Development: : standard category Requirements Analysis: : program framework
  • Performance Management: Successfully deployed complex end-to-end business intelligence solutions that delivered business value to functional organizations. Facilitated effective working relationships between client, partners and project teams throughout project lifecycles.
  • Created a client-facing knowledge base with case studies and best practices, increasing customer self-help usage by 81% within 14 months.

Affiliations

  • Society of Human Resource Management
  • Association for Computing Machinery (ACM) - Engaged in ongoing technical peer networking and professional development since 2018.
  • Freemason
  • Society for Technical Communication (STC) - Participated in initiatives to optimize documentation processes for technical departments.
  • AIIM (Association for Intelligent Information Management) - Engaged in industry best practices for managing information systems within a technical support framework.
  • Toastmasters
  • American Society of Quality (ASQ) IT subgroup - Participated in quality-improvement activities specific to technical support environments.
  • The Service Desk Institute (SDI) - Involved in shaping industry standards for customer service and technical support.
  • American Medical Informatics Association
  • Society of Women Engineers

Certifications

  • Microsoft Certified Professional Developer certification
  • Certified in the Governance of Enterprise IT (CGEIT)
  • CompTIA Security+
  • HDI Desktop Support Technician Certification
  • Certified ScrumMaster
  • CCNA (Cisco Certified Network Associate)
  • CompTIA Project+
  • Certified Technical Support Professional (CTSP)
  • Apple Certified Associate (ACA)
  • Agile Certified Practitioner (PMI-ACP)

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