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Skills

  • Endpoint Security and Monitoring Solutions
  • Application support
  • Operating systems
  • Software testing
  • Data collection and analysis
  • Technical documents comprehension
  • Incident response and management
  • Mentoring and training junior technicians
  • Expertise in Remote Desktop Solutions (RDP, VPN)
  • Hardware and Software Inventory Tracking

Work Experiences

  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Assumed key role during an internal audit for security protocols, resolving identified desktop vulnerabilities before the audit deadline.
  • Worked closely with Power BI and Adobe Creative Suite users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Authored detailed documentation on common technical issues and preventive maintenance tips, decreasing support tickets by 3 per month.
  • Achieved restoration in under the past year.
  • Achieved a 16% reduction in system re-imaging through root-cause analysis and implementing sustainable solutions in desktop environments.
  • Collaborated with cross-functional IT teams to streamline a patch management strategy, improving ongoing security compliance by 77%.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Assisted in standardizing workstation builds.
  • Collaborated with procurement to select optimal hardware for users, saving the department $8 annually through strategic vendor negotiations.

Summaries

  • Desktop Engineer with extensive knowledge of software installations and computer maintenance.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Adept at managing Windows migrations for over 13 employees, minimizing user downtime by 56% through strategic deployment and support.
  • Achieved reduction over three years.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Desktop Engineer, L2 with 12 years of successful stakeholder engagement and quality assurance experience.
  • Excellent Desktop Engineer, L2 with 8 years of experience providing exceptional support to users at all levels.
  • Committed to comprehensive client education and software knowledge.
  • Applied custom scripting solutions.
  • Desktop Engineer, L2 is a multi-talented Desktop Engineer, L2 who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Collaborated with interdisciplinary teams on the development of configuration management baselines, improving desktop environment consistency by 72%.
  • Spearheaded antivirus definition rollout on 8 machines, contributing to a 40% reduction in malware outbreaks.
  • Developed a process for automating Windows OS updates across 9 systems, leading to a 35% reduction in maintenance costs.
  • Optimized desktop imaging workflows, reducing provisioning time by 15% and increasing overall operational efficiency.
  • Developed and maintained a desktop performance reporting tool that decreased system downtime by 55%.
  • Developed custom desktop images for various departments leading to a 27% decrease in setup time for newly hired staff.
  • Supported the migration of 6 desktops from procedure to metric, enhancing system performance and security.
  • Actively monitored QuickBooks logs daily, spotting and resolving framework, enhancing desktop uptime by 22%.
  • Led the successful deployment of HubSpot across 8 workstations, reducing installation time by 47%.
  • Coordinated with vendors to update hardware drivers, reducing system crashes on end-user machines by 55%.

Affiliations

  • ISACA Membership
  • VMware User Group (VMUG)
  • Association of Information Technology Professionals
  • Rotary International
  • Amazon Web Services (AWS) Educate Program
  • International Council of Nurses
  • Society of Human Resource Management
  • Information Systems Security Association (ISSA)
  • Project Management Professional (PMP) Certification Study Group
  • Association for Computing Machinery

Certifications

  • Microsoft Certified: Modern Desktop Administrator Associate
  • Certified Ethical Hacker (CEH)
  • First Aid/CPR Certified
  • Certified Public Accountant (CPA)
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA A+ Technician
  • Microsoft Certified Solutions Expert (MCSE): Core Infrastructure
  • VMware Certified Professional – Desktop and Mobility (VCP-DTM)
  • Project Management Professional (PMP)
  • Apple Certified Support Professional (ACSP)

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