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Skills

  • Complex medical support
  • Support Ticket Triage
  • End user support
  • Flight technician experience
  • Dietary restrictions
  • Commander support
  • HDI Desktop Support Technician
  • Legal administrative support
  • Partnership support
  • Support ticketing systems

Work Experiences

  • Achieved faster resolution of technical incidents.
  • Awarded Outstanding Service Award for excellent customer service and efficient problem solving, resolving critical issues during method.
  • Collaborated with customers and cross-functional teams.
  • Collaborated with vendors to negotiate and purchase Adobe Creative Suite, saving the company $18 annually through strategic procurement.
  • Achieved a 30% decrease in user-reported technical issues post-launch.
  • Collaborated with management on budgeting.
  • Achieved Tableau compliance certifications.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved zero downtime during system implementation.
  • Achieved measurable service improvement.

Summaries

  • Cut configuration times across 6 devices by 64%.
  • Collaborated with external vendors and internal departments.
  • Combined strong communication skills with deep technical troubleshooting knowledge.
  • An efficient and result-driven ICT Support Technician who implemented automation scripts for system deployments, achieving a 50% reduction in workstation setup time while maintaining precise configuration standards.
  • Achieved a record 99.9% system uptime across critical business systems.
  • ICT Support Technician is a multi-talented ICT Support Technician who is consistently rewarded for planning and operational improvements.
  • ICT Support Technician with 18 years of successful performance reporting and quality assurance experience.
  • Agile and motivated ICT Support Technician.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Optimized company-wide LAN and Wi-Fi infrastructure, increasing network reliability and reducing downtime by 58%.
  • Reduced overall help desk ticket resolution time by 77% through improved workflow optimization and staff training.
  • Collaborated with team of 15 in the development of program.
  • Improved performance of database queries by 79% through index optimization and troubleshooting metric system.
  • Trained over 16 users on IT best practices, reducing the number of IT support tickets by 77% within two years.
  • Created and managed disaster recovery plans, successfully recovering 13 critical systems with 70% data integrity in the past year.
  • Configured and maintained company-wide VPN services, enabling secure and reliable access for remote employees.
  • Reduced IT support repetition by 62% through analysis of frequently occurring issues and automation of solutions.
  • Contributed to achieving initiative by addressing standard, leading to increased operational efficiency.
  • Developed and maintained internal knowledge base, decreasing first-level support tickets by 58%.

Affiliations

  • Google Cloud Certified Professional – Network Engineer
  • Infrastructure Masons (iMasons)
  • CompTIA AITP (Association of Information Technology Professionals)
  • IT Service Management Forum (itSMF)
  • Cloud Security Alliance (CSA)
  • International Council of Nurses
  • Microsoft Certified: Azure Fundamentals
  • Help Desk Institute (HDI)
  • Citrix Technology Professional (CTP)
  • Jaycees

Certifications

  • VMware Certified Professional (VCP)
  • Microsoft Certified: Network Engineer Associate
  • CompTIA Security+ Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Business Analysis Professional (CBAP)
  • Certified Information Systems Auditor (CISA)
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Red Hat Certified System Administrator (RHCSA)
  • Citrix Certified Associate – Virtualization (CCA-V)
  • CompTIA Security+

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