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Skills

  • Client-side diagnostic analysis
  • Team management
  • Technical issues analysis
  • Supervision
  • Process improvement
  • Mobile device management (MDM)
  • Data backup and disaster recovery strategies
  • Leadership and team management
  • Budgets
  • First Aid/CPR

Work Experiences

  • Achieved resolution in under 14 hours.
  • Achieved a 33% increase in first-time call resolution.
  • Led a support team that assisted an average of 4 users globally in a 24/7 support environment as a level-three supervisor.
  • Conducted functional testing for new workstations.
  • Collaborated with management to overhaul an internal ticketing system.
  • Collaborated with a cross-functional team.
  • Achieved a 41% reduction in compliance issues.
  • Configured handheld devices for Miscellaneous field technicians, increasing job site productivity by 68% through seamless real-time data exchange.
  • Achieved a 12% improvement in user satisfaction.
  • Conducted quarterly process system audits.

Summaries

  • Adobe Creative Suite expert and Jira user.
  • Computer Technician Specialist with 18 years of successful team leadership and stakeholder engagement experience.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Assessed technical challenges.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Boosted connectivity stability.
  • Achieved a 5% improvement in user satisfaction.
  • Achieved 65% faster performance.
  • Assisted organizations in transitioning to cloud-based platforms.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.

Accomplishments

  • Secured network infrastructure by deploying firewalls and conducting regular vulnerability testing, lowering security incidents by 83% across Denver.
  • Reduced escalated security incidents by implementing end-user training, cutting unauthorized access attempts by 59% across method.
  • Reduced system downtime by 71% by consistently upgrading and maintaining hardware equipment.
  • Consulted with 15 internal teams to troubleshoot and resolve hardware failures, increasing uptime efficiency by 68%.
  • Documented and resolved framework which led to program.
  • Researched and implemented new software tools which improved system deployment times by 36% and optimized resource utilization.
  • Delivered training for 18 non-technical staff on basic troubleshooting, reducing dependency on IT support by 48%.
  • Assisted in the decommissioning of legacy systems and migration to cloud-based infrastructures, saving the company 85% in operational costs.
  • Optimized data center operations by implementing virtualized server environments, reducing energy consumption by 54%.
  • Improved server monitoring protocols, increasing performance visibility across all 2 virtual machines.

Affiliations

  • Information Systems Security Association (ISSA)
  • International Association of Administrative Professionals
  • Computer Tech Executives Roundtable
  • Linux Professional Institute (LPI)
  • Society of Human Resource Management
  • Cloud Technologist Association
  • American Society of Safety Professionals
  • Electronics Technicians Association (ETA) Membership
  • CompTIA A+ Certification Alumni Group
  • Jaycees

Certifications

  • Certified Public Accountant (CPA)
  • Certified Ethical Hacker (CEH)
  • Apple Certified Associate (ACA)
  • Microsoft Certified Solutions Expert (MCSE): Core Infrastructure
  • Linux Professional Institute Certification (LPIC-1)
  • Microsoft MTA: Security Fundamentals
  • Salesforce
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Internet Webmaster (CIW)
  • AWS Certified Solutions Architect – Associate

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