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Skills

  • Client communication and feedback gathering
  • Backup and disaster recovery planning
  • Hardware diagnosis
  • Customer support needs assessment
  • Active Directory Management
  • Cloud platform integration
  • RFI Scanners
  • Problem resolution
  • Process improvement
  • Team management

Work Experiences

  • Delivered hardware and software upgrades for framework clients, achieving over 71% increase in overall system speed and functionality.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.
  • Contributed to a 49% reduction in reported security incidents.
  • Adhered to Scrum Master industry standards.
  • Coordinated efforts between IT and external vendors.
  • Assessed client networks for compliance.
  • Collaborated with Vantage IT team.
  • Achieved a 38% reduction in latency.
  • Collaborated with clients to understand IT infrastructure needs.
  • Wrote whitepapers, user manuals, implementation documentation, and support base entries, among other technical documents.

Summaries

  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • Team leadership Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Motivating leader who has built and managed method teams in the past.
  • Experienced creator of user materials in a variety of formats.
  • Proven track record of motivating implemented to achieve team, individual, and management goals.
  • Workflow optimization and client relations abilities are exceptional.
  • Results-oriented Miscellaneous professional with process improvement, cross-functional collaboration, and budget management strengths.
  • Expert in process with a strong aptitude for streamlined and spearheaded.
  • Computer Field Technician and team leader with 10 years of experience in standard settings.
  • QuickBooks and HubSpot experts with exceptional interpersonal skills.

Accomplishments

  • Led a team during a disaster recovery procedure, successfully restoring 17 mission-critical systems within 18 hours with zero data loss.
  • Resolved complex hardware issues through in-depth component testing and analysis, reducing recurring maintenance requests by 63% over 2015 months.
  • Installed and configured network infrastructure including routers, switches, and VPNs for 6 branch offices, reducing network latency by 49%.
  • Utilized remote desktop software to solve client technical issues, reducing response times by 44% and achieving an average first-call resolution time of 13 minutes.
  • Created technical documentation on common troubleshooting procedures, reducing support call escalations by 60% across 18 departments.
  • Installed and configured enterprise-grade antivirus solutions for remote and onsite systems, leading to a 66% reduction in virus incidents.
  • Collaborated with cross-functional teams to support the deployment of program for 11 users, ensuring minimal disruption to business operations.
  • Developed and implemented an automated backup solution using Salesforce, ensuring 30% data integrity for client systems.
  • Formulated a comprehensive hardware and software lifecycle management plan ensuring the update and replacement of 13 machines, improving system uptime by 84%.
  • Provided regular workstation remote monitoring for 4 clients, identifying and addressing potential issues before failure, resulting in 71% fewer support calls.

Affiliations

  • Active Member, Technology Services Industry Association (TSIA) – Participate in webinars and knowledge exchange sessions focusing on IT Support and Service.
  • Certified, Microsoft Certified: Modern Desktop Administrator Associate – Maintained expert knowledge in installing and configuring Windows operating systems.
  • Participant, Online Tech Network Forums – Contributed technical insights into shared conversations on networking diagnostics and hardware troubleshooting complexities.
  • Attendee, Defcon – Participated in presentations and gained insights into the latest developments in network security threat mitigation and prevention.
  • Member, Society of Cable Telecommunications Engineers (SCTE) – Enhanced knowledge in network cabling, data transfer speeds, and structural cabling installations.
  • Partner, IBM PartnerWorld Program – Gained access to IBM hardware solutions and utilized partner resources for customer-focused deployments.
  • Member, Project Management Institute (PMI) – Applied project management principles for the successful on-time migration of IT networks.
  • Member, CompTIA Association since 2018 – Gained access to exclusive resources and certification pathways for IT professionals.
  • Associate, National Computer Science Academy (NCSA) – Collaborated with interdisciplinary groups on best practices for software and hardware rollouts.
  • Member, Association for Computing Machinery (ACM) – Participated in research discussions around the development of scripts to automate diagnostics.

Certifications

  • CompTIA A+ Certification
  • First Aid/CPR
  • Certified Ethical Hacker (CEH)
  • Microsoft Certified: Azure Fundamentals
  • Certified Information Security Manager (CISM)
  • Certified Network Security Specialist (CNSS)
  • ServSafe
  • Linux Professional Institute Certification (LPIC-1)
  • Salesforce
  • Fortinet Network Security Expert (NSE) Certification

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