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Skills

  • Cloud services
  • Team Leadership
  • Process implementation
  • TCP/IP protocol
  • Data analysis
  • Interpersonal and written communication
  • Cross-functional team collaboration
  • Report writing
  • Conflict resolution
  • Project management

Work Experiences

  • Was in charge of resolving issues with operational components for local area networks, wide area networks, and voice systems.
  • Managed and monitored all installed systems for the highest level of availability.
  • Entered data into the QuickBooks system, including payments, account information, and call logs.
  • Created and maintained a network infrastructure that included Windows, Linux, and virtualization.
  • Provided technical assistance and suggested alternative approaches when troubleshooting.
  • Investigated and managed software patches and versions that were required for successful operating system upgrades.
  • Collaborated with various departments to integrate new software and manual processes.
  • Achieved results over a 2020 year period.
  • Answered an average of 8 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Created and maintained a network infrastructure that included Windows, Linux, and virtualization technologies.

Summaries

  • Adept at configuring secure VPN services.
  • Framework are well-understood.
  • Achieved a 42% improvement in login efficiencies.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Customer-focused Sales Representative with 17 years of experience solving problems for clients.
  • Team player who excels at collaborating with hardware and software experts to create a cohesive and successful design.
  • Design and development of successful process embedded software applications in the past.
  • Achieved an average resolution time of 18 hours for network issues.
  • Adept at reducing ticket backlogs by 36% through standardizing troubleshooting methods and organizing knowledge-sharing sessions with junior staff.
  • Committed to exceeding service level goals, articulate communicator

Accomplishments

  • Implemented enhanced resource allocation strategies by optimizing system configurations, leading to a 73% reduction in server load times.
  • Resolved product issue through consumer testing.
  • Assisted in root cause analysis of system bottlenecks, reducing troubleshooting time by 38% and preventing future reoccurrences.
  • Utilized procedure to continuously track key performance metrics, optimizing server utilization and shortening incident resolution times by 31%.
  • Optimized system recovery protocols for Microsoft Excel, reducing restore times from 18 hours to 4 minutes.
  • Created and optimized server maintenance scripts that reduced downtime by 54% over 2019, contributing to improved business continuity.
  • Integrated HubSpot into existing infrastructure, reducing manual input by 62% and improving workflow efficiency.
  • Contributed to a cross-departmental initiative to virtualize Tableau, reducing power usage and hardware costs by $9 annually.
  • Developed and conducted training sessions for 13 of staff on new ticketing system, improving the adoption rate and reducing average ticket closure time by 70%.
  • Migrated legacy systems to standard, leading to a 57% improvement in system performance and operational efficiencies.

Affiliations

  • American Medical Informatics Association
  • Infrastructure Masons (iMasons)
  • Association of Information Technology Professionals (AITP)
  • Service Desk Institute (SDI) Member
  • DevOps Institute Professional Association
  • International Association of Privacy Professionals (IAPP)
  • Lions Club
  • Cloud Security Alliance (CSA)
  • ITIL® Foundation Certification Holder
  • Association of Information Technology Professionals

Certifications

  • CompTIA CySA+ (Cybersecurity Analyst)
  • Certified Public Accountant (CPA)
  • Certified Disaster Recovery Engineer (CDRE)
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Security+ Certification
  • EC-Council Certified Network Defender (CND)
  • Certified Data Privacy Solutions Engineer (CDPSE)
  • Certified Information Systems Auditor (CISA)
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • Certified Network Defense Architect (CNDA)

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