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Skills

  • Customer support needs assessment
  • Invoice generation
  • Service desk support
  • MS Office
  • Cybersecurity risk assessment and mitigation
  • Customer service excellence in IT
  • Power BI expert
  • Relationship development
  • Customer service
  • Insurance billing

Work Experiences

  • Advised customers and users on required maintenance practices for various software systems for OEM warranty requirements and industry best practices.
  • Addressed application conflicts across Columbus.
  • Achieved zero data vulnerabilities.
  • Examined the current hardware and software and suggested changes to improve system performance.
  • Achieved a seamless transition for 41% of users during upgrades.
  • Collaborated with cross-functional teams to deploy new security protocols, reducing data breach risks by 27%.
  • Used category and standard techniques to perform routine server and system maintenance, ensuring that networks remained fully operational during peak periods.
  • Conducted hardware diagnostics.
  • Conducted remote troubleshooting sessions.
  • Accelerated issue resolution times by 82%.

Summaries

  • Active leader with excellent communication and collaboration skills.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • Initiative and standard have a proven track record.
  • Good troubleshooting, diagnostic, and repair skills, as well as a systematic approach and strong attention to detail.
  • Client relations in metric settings and budget management in team leadership settings.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Proficient in promoting system by leveraging workflow optimization and data analysis knowledge.
  • Talented system Support Engineer with a track record of positively impacting team leadership through the application of abilities, drive, and technical skills.
  • Knowledgeable A+ Computer Technician with expertise in marketing and program development.

Accomplishments

  • Authored instructional manuals for end-users on utilizing the company’s hardware and software, cutting down IT support queries by 26%.
  • Collaborated with cross-functional teams to roll out a new company-wide security protocol, reducing unauthorized access incidents by 51%.
  • Resolved 68% of hardware and software issues on first contact, improving departmental resolution times and enhancing overall client satisfaction.
  • Structured inventory management processes for hardware, decreasing procurement costs by 11 over the past year.
  • Led the configuration and maintenance of virtual machines, enabling a 84% improvement in efficiency on testing and deployment tasks.
  • Trained 18 team members on newly implemented troubleshooting protocols, increasing the IT department's overall technical proficiency by 38%.
  • Led a training session for 11 employees on operating system management, helping increase IT literacy and reduce helpdesk queries by 50%.
  • Ensured the secure and timely installation of operating systems on 3 new workstations, reducing installation errors and delays by 61%.
  • Installed and configured operating systems, reducing time spent on new user setups by 59% during peak project periods.
  • Optimized system performance through regular diagnostic checks and maintenance, reducing CPU overuse across 3 workstations.

Affiliations

  • Networking with professionals through Reddit’s A+ Exam Study Group, collaborating on IT documentation & reporting best practices.
  • Volunteer mentor with the Tech Kids movement, guiding young learners on computer assembly and diagnostic techniques.
  • Member of the Computer Security Institute (CSI), focused on advancing my knowledge of security protocols and threat prevention measures.
  • Participant in annual tech forums sponsored by method, networking and sharing knowledge on reducing hardware issues and user-reported problems.
  • Member of the Computer Technology Industry Association (CTIA), contributing to the advancement of IT certifications and tech proficiencies.
  • Member of the System Administrators Guild (LISA), actively participating in forums and sharing best practices for proactive server monitoring.
  • Participant in CompTIA's A+ certification study groups, discussing updates related to new technologies and troubleshooting techniques.
  • Attending workshops by the Help Desk Institute (HDI) to stay updated on the latest in helpdesk and IT issue-resolution tactics.
  • Affiliated with the International Association of Computer Science and Information Technology (IACSIT) to stay current with emerging tech trends.
  • Active participant in IT networking events hosted by the Seattle Tech Alliance, ensuring continuous professional growth and networking.

Certifications

  • Project Management Professional (PMP)
  • Microsoft Certified: Azure Fundamentals
  • CompTIA A+ Technician Certification
  • Microsoft Office Specialist (MOS)
  • Apple Certified Associate (ACA)
  • ServSafe
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Business Analysis Professional (CBAP)
  • Certified Information Security Manager (CISM)

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