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Skills

  • Hardware upgrades
  • RFI Scanners
  • LAN aptitude
  • CCTV
  • Customer service
  • Hardware diagnosis
  • Jira expert
  • Team management
  • Software upgrades
  • Invoice generation

Work Experiences

  • Aided in the refinement of the technical support process in order to improve customer service and support.
  • Coordinated efforts between IT department and external vendors to successfully migrate 17 devices to metric platform, reducing downtime to 74%.
  • Collaborated with engineers to improve system designs, resulting in 60% reduction in post-installation issues.
  • Repaired network hardware components such as firewalls, routers, and standard devices.
  • Researched, documented, and escalated support cases to higher levels of support when I was unable to resolve issues using available resources.
  • Installed and configured printers and scanners, as well as resetting default device passwords to prevent cyber attacks.
  • Achieved a 47% boost in productivity.
  • Achieved performance boosts of 55% across 11 locations.
  • Deployed a site-wide hardware upgrade.
  • Conducted warranty repairs fulfilling 17 claims.

Summaries

  • Results-oriented Miscellaneous professional with process improvement, cross-functional collaboration, and budget management strengths.
  • Looking forward to taking on a new challenge with a successful team.
  • Strong technical skills and experience in strategic planning.
  • Team player who is proactive and hardworking, with a focused mentality and a methodical approach.
  • Computer Field Technician who is dependable and has 14 years of helpdesk experience.
  • Miscellaneous student seeking hands-on experience through an internship in quality assurance.
  • Proven track record of motivating implemented to achieve team, individual, and management goals.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Six Sigma certified
  • Experienced creator of user materials in a variety of formats.

Accomplishments

  • Configured and deployed 16 workstations and network devices including routers and switches across Austin office branches, improving overall network efficiency by 21%.
  • Provided training and support for program implementation across 8 branches, ensuring full platform adoption within 14 months.
  • Created technical documentation on common troubleshooting procedures, reducing support call escalations by 60% across 18 departments.
  • Worked directly with executive leadership to plan and execute a fleet-wide technology upgrade for 15 end users, coming in under budget by 66% and ahead of schedule.
  • Authored detailed installation and maintenance manuals for clients utilizing procedure, improving self-service troubleshooting by 62%.
  • Configured and tested network servers and backup systems, decreasing client system downtimes by 24% over a 13-month implementation period.
  • Collaborated with cross-functional teams to support the deployment of program for 11 users, ensuring minimal disruption to business operations.
  • Coordinated with system to ensure repair times for defective hardware were minimized to 15 business days, decreasing downtime by 28%.
  • Implemented firewall configurations for 4 small businesses resulting in a 59% reduction in security breaches over 2015 months.
  • Managed 14 remote devices through a centralized management tool, minimizing malware incidents by 68%.

Affiliations

  • Member, Project Management Institute (PMI) – Applied project management principles for the successful on-time migration of IT networks.
  • Member, Help Desk Institute (HDI) – Completed training in customer support and automated issue tracking systems in 2024.
  • Volunteer, Code.org – Engaged in coding workshops that built scripts for clients aiming to automate repetitive technical processes.
  • Graduate, ITIL Foundation Certification Training – Certified in Information Technology Infrastructure Library principles for IT service efficiencies.
  • Member, Association for Computing Machinery (ACM) – Participated in research discussions around the development of scripts to automate diagnostics.
  • Attendee, Annual TechComp Show – Acquired knowledge of the latest computer hardware trends and software updates to recommend to clients.
  • Volunteered IT Advisor, Small Business Development Center (SBDC) – Provided tech consulting services to small businesses, assisting them in hardware installations and upgrades.
  • Member, IT Service Management Forum (itSMF) – Focus group participation for the improvement of IT service management protocols since 2022.
  • Member, Society of Cable Telecommunications Engineers (SCTE) – Enhanced knowledge in network cabling, data transfer speeds, and structural cabling installations.
  • Attendee, Defcon – Participated in presentations and gained insights into the latest developments in network security threat mitigation and prevention.

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Network+
  • EC-Council Certified Network Defender (CND)
  • Google Cloud Certified - Associate Cloud Engineer
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • Salesforce
  • CompTIA A+ Technician
  • Microsoft Certified: Azure Fundamentals
  • CompTIA Network+ Certification

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