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Skills

  • Process improvement
  • Operational improvement
  • Customer service expert
  • Communications
  • Technical documents comprehension
  • First-time issue resolution
  • Project organization
  • Relationship development
  • TCP/IP
  • Team leadership and supervision

Work Experiences

  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Collaborated with system engineers.
  • Configured, installed, and serviced large-scale networks with up to 5 devices, ensuring seamless operational performance.
  • Conducted vulnerability assessments.
  • Coordinated repair of hardware components.
  • Audited and upgraded older client systems.
  • Built comprehensive inventory tracking systems.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Conducted preventative maintenance on key systems.

Summaries

  • Achieved a 52% improvement in skill sets.
  • Achieved overall performance improvement of 36%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Effectively troubleshoots and resolves issues on its own.
  • As an efficient and detail-oriented PC Technician, drastically cut cybersecurity threats by 55% through rigorous vulnerability assessment and system upgrades.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Accomplished in large-scale software deployment.
  • Clear understanding of quality assurance and performance reporting as well as team leadership training.
  • Specializes in method and procedure product troubleshooting.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.

Accomplishments

  • Documented and resolved initiative which led to metric.
  • Reduced component RMA claims by 43% by implementing thorough in-house diagnostics and precision repairs on Jira.
  • Mentored and trained junior technicians, which improved team-wide diagnostic accuracy by 58%.
  • Designed a tiered support structure for more effective task delegation, improving issue ownership and accountability across 3 team members.
  • Partnered with external vendors to minimize procurement delays, cutting average downtime for part replacement by 10 days.
  • Completed framework involving system-wide updates, and achieved process, enabling the company to avoid associated security risks.
  • Achieved Scrum Master which enabled more efficient hardware diagnostics and troubleshooting, contributing to 45% reduced wait time for repairs.
  • Enhanced remote support capabilities by integrating new tools that increased response time by 57% for work-from-home users.
  • Played a key role in root cause analysis investigations, which lowered recurring incidents by 71% through targeted fixes and ongoing monitoring.
  • Consistently met or exceeded service level agreements (SLAs), achieving a 36% timely resolution rate across all levels of IT tickets.

Affiliations

  • Project Management Institute (PMI) – Information Technology Focus
  • American Society of Safety Professionals
  • Association of Information Technology Professionals (AITP)
  • VMware User Group (VMUG) the Northeast
  • Information Technology Service Management Forum (itSMF) Atlanta
  • Cloud Computing Association (CCA)
  • Society for Information Management (SIM) Seattle
  • Technology Service Industry Association (TSIA)
  • American Marketing Association
  • National Association of Social Workers

Certifications

  • Cisco Certified Technician (CCT)
  • CompTIA A+ Certification
  • Linux Professional Institute Certification (LPIC-1)
  • Certified Hardware & Operating Systems Technician (CHOST)
  • Apple Certified Support Professional (ACSP)
  • Apple Certified Associate (ACA)
  • ServSafe
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Cybersecurity Technician (CCT)
  • Certified Information Security Manager (CISM)

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