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Skills

  • Regulatory compliance
  • Budgets
  • Relationship development
  • Technical analysis
  • Product development
  • Device and hardware troubleshooting
  • Continuous improvement in troubleshooting processes
  • Enterprise system troubleshooting
  • Custom script development for system automation
  • Communications

Work Experiences

  • Coordinated with the cybersecurity team to patch vulnerabilities, reducing system exploitation risks by 55%.
  • Achieved zero data loss incidents.
  • Collaborated with cross-functional teams.
  • Conducted training for 5 end-users on new IT security protocols, which saw a 39% reduction in security violations.
  • Coordinated the upgrade of servers, ensuring seamless data migration for 5 departments and achieving zero data loss incidents.
  • Created and maintained backup/recovery scheduling for all critical databases, ensuring zero data loss during procedure.
  • Automated email and account setup processes.
  • Collaborated with HR to improve onboarding efficiency through email and account setup automation, reducing manual processes by 74%.
  • Aligned procurement processes with budget requirements.
  • Configured enterprise-wide software updates.

Summaries

  • Specialized knowledge of how to optimize systems to meet changing needs, improve collaboration, and strengthen security.
  • Achieved 60% reduction in system failures.
  • Workday and HubSpot expert.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Achieved a 66% reduction in post-adoption inquiries.
  • Boosted team-wide effectiveness by 24%.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Adaptable Technology Support Analyst.
  • Delivered presentations to decision-makers with recommendations that included project benefits, cost estimates, and system and metric data.
  • Achieved a 81% decrease in recurring incidents.

Accomplishments

  • Collaborated with legal and compliance teams to ensure SLAs were met, avoiding penalties and ensuring compliance with procedure.
  • Diagnosed complex hardware issues and performed repairs, reducing external vendor costs by $58,000.
  • Mentored a team of 5 junior IT staff, improving collective problem-solving skills and reducing ticket resolution times by 80%.
  • Drove continuous improvement across troubleshooting protocols, achieving a 24% increase in first-time fix rates.
  • Integrated cloud-based backup solutions, improving data recovery times by 64% while ensuring ITIL compliance.
  • Assessed and optimized hardware configurations, leading to a 24% improvement in overall system performance.
  • Supported the roll-out of a major system update to 14 end-users, with 51% fewer reported post-installation issues.
  • Implemented change control processes to ensure adherence across hardware and software deployments, reducing errors by 61%.
  • Collaborated with cross-functional teams on IT infrastructure projects, contributing to a 64% improvement in service delivery timelines.
  • Utilized virtualization technologies for server consolidation, decreasing hardware expenses by 58% while maintaining performance.

Affiliations

  • Member, End-User Support Network Global Forum (EUSNGF)
  • Volunteer, Technology Support Crisis Management Network
  • American Medical Informatics Association
  • Affiliate, Professional Association for Computer Software Engineers (PACSE)
  • Member, Microsoft Certified Professional Program (MCP)
  • National Association of Social Workers
  • Project Management Institute
  • Member, Certification Board for Information Technology (CBIT)
  • Certified Member, CompTIA A+ Certification Community
  • Certified Member, Cisco Certified Network Associate (CCNA)

Certifications

  • ServSafe
  • Microsoft Certified Systems Engineer (MCSE)
  • LPI Linux Essentials Certification
  • Cloud Certified Professional (CCP)
  • Certified Information Security Manager (CISM)
  • Google Cloud Professional Cloud Architect
  • Certified Public Accountant
  • ITIL 4 Managing Professional Transition Module
  • Red Hat Certified System Administrator (RHCSA)
  • Cisco Certified CyberOps Associate

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