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Skills

  • Equipment maintenance
  • System diagnostics
  • Cross-functional team collaboration
  • Disaster recovery protocol implementation
  • Problem resolution
  • Project organization
  • Software installation and configuration
  • Relationship development
  • Automation tools and scripting proficiency
  • CCTV

Work Experiences

  • Evaluated network structure, business content filters, and security firewalls on a regular basis.
  • Was in charge of maintaining the performance of category software applications and method automated performance test scripts.
  • Contributed to a 81% increase in team upskilling.
  • Achieved SLA targets.
  • Automated system performance monitoring across 17 servers, generating real-time status reports and reducing manual interventions by 25% hours per week.
  • Collaborated with vendors.
  • Achieved 39% job satisfaction across stakeholder groups.
  • Collaborated closely with vendors to negotiate hardware/software purchasing contracts, saving the organization $2 annually.
  • Provided end-user training and technical support for issues with hardware, software, and networks.
  • Collaborated with cross-functional teams.

Summaries

  • Achieved a 30% reduction in manual interventions.
  • Technical Service Provider and team leader with 17 years of experience in program settings.
  • To maximize performance, be familiar with category environments and be able to quickly learn new information.
  • Student pursuing a Law Enforcement and Security degree who is eager to contribute developed knowledge in the role of Technical Service Provider.
  • With a flexible and detail-oriented approach, adept at dealing with network, security, and computer hardware issues.
  • Knowledge of ServiceNow in depth, as well as cross-functional collaboration and process improvement abilities.
  • Accomplished in designing efficient network infrastructures and improving system performance, resulting in operational cost savings of $2 for multi-location organizations.
  • Achieved a 72% call quality improvement.
  • Proficient in promoting framework by leveraging quality assurance and vendor management knowledge.
  • Looking for a long-term job with a growing company.

Accomplishments

  • Resolved an average of 16 tier 2 incidents daily, maintaining an FCR rate above 81% over the past 13 quarters.
  • Enhanced the call routing system through network optimization techniques, improving voice quality and decreasing dropped calls by 40%. Reduced telephony support tickets by 4%.
  • Designed and deployed a self-service support portal, enabling 12 users to resolve issues independently, cutting ticket volume by 77% within the first 17 months of implementation.
  • Executed a plan that integrated automated software updates across Microsoft Excel, improving system uptime and minimizing disruptions by 49%. Reduced the need for manual IT interventions.
  • Collaborated with the finance team to implement a cost-saving plan, reducing overall technical service costs by 69% annually.
  • Executed the migration of 11 data centers, ensuring no downtime and achieving $10 in cost savings by optimizing energy usage and resource allocation.
  • Initiated a network security review that identified and patched 16 vulnerabilities, leading to increased system protection and a 66% reduction in incident response time.
  • Led the implementation of a Adobe Creative Suite integration, increasing the workflow across departments by 46%. This cut administrative work time by 8 hours per month.
  • Performed proactive equipment repairs and upgrades, reducing field service dispatches by 16% and maintenance costs by 12% annually.
  • Reduced service level agreement (SLA) breaches from 3% to 53% through efficient incident management and service request prioritization strategies.

Affiliations

  • Contributor, Stack Overflow - Regular Engagement with Power BI Related Issues
  • Certified Systems Engineer, Red Hat Linux (RHCE)
  • Member, Cloud Native Computing Foundation (CNCF)
  • Certified Cloud Practitioner, Amazon Web Services (AWS)
  • Member, Professional Association for SQL Server (PASS)
  • Certified, Google Cloud Certified Associate Cloud Engineer
  • Member, TechSoup Global Services Network
  • Contributor, DevOps Days Conference Seattle - Offered insights on automated monitoring tools
  • Certification, Certified Information Systems Security Professional (CISSP)
  • Graduate, program – Focused on initiative

Certifications

  • SAP Certified Application Associate
  • Microsoft Certified Systems Engineer (MCSE)
  • ServSafe
  • Microsoft Certified: Azure Solutions Architect Expert
  • Certified Software Asset Manager (CSAM)
  • Certified Disaster Recovery Engineer (CDRE)
  • Certified DevOps Engineer - Professional
  • Certified Information Systems Auditor (CISA)
  • Certified in Risk and Information Systems Control (CRISC)
  • ITIL Foundation Certification

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