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Skills

  • System security compliance
  • Software installation and updates
  • Knowledge of initiative
  • Time management
  • Help desk support
  • Network Troubleshooting Tools (e.g., Wireshark, PRTG)
  • Remote desktop assistance
  • Process improvement
  • Knowledge Base Development
  • Proficiency in macOS

Work Experiences

  • Collaborated with compliance for compliance.
  • Created step-by-step documentation for troubleshooting Adobe Creative Suite.
  • Developed and streamlined knowledge base articles, enhancing the resolution time for system issues by 76%.
  • Troubleshoot and provide support for supported applications.
  • Conducted system scans for users.
  • Configured permissions and user access controls for over 13 new employees, complying with company cybersecurity practices.
  • Collaborated with analysts on projects.
  • Consistently exceeded SLA expectations.
  • Assisted in remote desktop support.
  • Designed a robust backup infrastructure.

Summaries

  • Dedicated to minimizing system downtime, leveraging expert troubleshooting skills and efficient communication channels, decreasing operational delays by 18%.
  • Contributed to a 77% reduction in infrastructure vulnerabilities.
  • Driven to decrease system vulnerabilities by 77%.
  • Cut accessory deployment wait by 37%.
  • Collaborated on a project to deploy initiative, ensuring that all key performance metrics were met and team disruptions minimized.
  • Dedicated to minimizing system downtime.
  • Developed easy-to-understand technical documentation.
  • Conducted routine system backups.
  • Driven to decrease system vulnerabilities by 84% through coordination with senior IT staff on patch management and mitigation strategies.
  • Conducted in-depth hardware diagnostics.

Accomplishments

  • Maintained adherence to the ITIL framework in managing incidents, leading to improvements in systemic incident reporting and resolution processes.
  • Led the testing and rollout process for category, identifying critical bugs and reducing deployment times by 32%.
  • Guided end-users across multiple departments through successful antivirus installations and system scans, resulting in resolution of 9 malware issues averted in 2022.
  • Tested VPN applications and remote desktop software, leading to increased remote access reliability for 8 users in 2016.
  • Optimized day-to-day system performance, identifying key bottlenecks and reducing report generation times by 45%.
  • Participated in network diagnostics using Wireshark and PRTG, which proactively identified and mitigated 17 potential issues before impacting users.
  • Assisted in migrating systems to more stable versions of operating systems, reducing crash frequency by 38%.
  • Trained end-users on the best practices for achieving optimal system performance, leading to a noticeable reduction in reported system slowdown incidents.
  • Utilized help desk ticketing system to achieve 23% first-time resolution rate of desktop issues, improving overall incident response times.
  • Participated in the configuration and deployment of cloud-based workstations, reducing overall hardware costs by $8 annually.

Affiliations

  • Speaker/Presenter for internal knowledge-sharing sessions on optimizing desktop support workflows 2018.
  • Member, Association of Information Technology Professionals (AITP), specializing in advancing desktop support roles.
  • Joined the National Cybersecurity Student Association, contributing to awareness and best-practice discussions in desktop security.
  • Joined the VMware User Group (VMUG) for ongoing professional development in virtualization and network troubleshooting 2019.
  • Interned at Beacon Labs, collaborating with the IT Helpdesk team to analyze systems and optimize workstation performance.
  • Member, IEEE Computer Society system, specializing in computer systems and software engineering.
  • Participant in TechSoup’s Nonprofit IT Service Volunteer Program, offering technical support to community-based organizations metric.
  • Completed Google Cloud Virtual Internship, gaining extensive troubleshooting skills for cloud-based desktop systems 2024.
  • Certified in Scrum Master for Secure Desktop Management and Support Services 2019.
  • Attended a series of webinars on office/commercial endpoint management hosted by Beacon Labs 2018.

Certifications

  • Certified Technology Specialist (CTS)
  • Security Essentials Certification from GIAC Security
  • Remote Desktop Services (RDS) Windows Server Certification
  • CompTIA Network+ Certification
  • Certified Information Systems Auditor (CISA)
  • IT Asset Management Certification (ITAM)
  • Palo Alto Networks Certified Cybersecurity Associate (PCCSA)
  • HP Accredited Platform Specialist (APS)
  • VMware Certified Professional – Desktop and Mobility
  • Google IT Support Professional Certificate

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