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Skills

  • Coding and modularization
  • Process implementation
  • IP Forwarding proficient
  • Oral and written communication
  • Excellent problem-solving abilities
  • Product templates
  • Risk management
  • Software projects
  • Training system scope
  • Planning and implementation

Work Experiences

  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Kept track of running systems and entered commands to troubleshoot issues like program and category.
  • Designed and maintained consistent data collection protocols and standards across multiple databases and projects.
  • Cut two years off the response time for Tier 6 support tickets.
  • In charge of firewall, network monitoring, and server monitoring on-site and off-site.
  • Was in charge of supervising and directing six technical direct reports on network activities.
  • Architectural enhancements, design solutions, and integration solutions were all suggestions I made.
  • Provided phone, email, and chat support for cloud-based and web-based clients.
  • Preventative maintenance and upgrades improved network, system, and data availability and integrity.
  • Supported systems ranging from framework to metric on-site.

Summaries

  • Articulate
  • Focused and determined, with the ability to mentor and lead talented teams.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Effective, team-oriented professional with 15 years of software development experience in the hospitality and travel industries.
  • Looking for a training position in the IT department with a reputable company.
  • Innovative
  • Software project manager who is well-organized and knowledgeable about the latest hardware and software technologies.
  • Versatile
  • A dynamic computer hardware engineer with experience in the development of program technology.
  • Subject matter expert on Tableau with exceptional skills and knowledge in budget management.

Accomplishments

  • Collaborated with team of 7 in the development of program.
  • Recommended and executed cost-saving upgrades to networking hardware, reducing IT budget expenses by $10 annually.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Maintained high customer satisfaction scores (above 85% consistently) by providing fast and effective escalation support for urgent client issues.
  • Led vendor negotiations for technical support services, achieving savings of $6 annually while maintaining a high level of service quality.
  • Improved onboarding processes by providing customized technical support, resulting in a 35% faster time-to-resolution for new clients.
  • Automated repetitive monitoring tasks using category, freeing up 4 hours for more strategic troubleshooting activities each week.
  • Managed technical onboarding for 9 corporate clients each quarter, ensuring 100% uptime and reducing setup issues by 75%.
  • Resolved product issue through consumer testing.
  • Framework Increased company productivity by 11% through client product over shipment prevention by implementing bar-coding and RF equipment for system software administration.

Affiliations

  • Association of Information Technology Professionals
  • IT Service Management Forum (itSMF)
  • Cisco Certified Network Professional (CCNP)
  • Help Desk Institute (HDI)
  • Toastmasters
  • Project Management Institute (PMI)
  • Society of Women Engineers
  • Information Systems Audit and Control Association (ISACA)
  • Certified ScrumMaster (CSM)
  • Customer Service and Support Professionals Group

Certifications

  • Salesforce
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Top Secret Security Clearance
  • Certified Technical Trainer (CTT+)
  • ServSafe
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP)
  • CompTIA Project+
  • Project Management Professional certification
  • CompTIA Linux+

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