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Skills

  • Cross-functional team collaboration
  • Product testing
  • Report writing
  • Technical issues analysis
  • Dinner service planning
  • User interface understanding
  • Process implementation
  • Methodology implementation
  • Risk management processes and analysis
  • Backup solutions configuration

Work Experiences

  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Used risk assessment and budget management to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Achieved cost savings of $17.
  • Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals.
  • Set up equipment for employees, performing or ensuring proper cable, operating system, and software installation.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 3 new accounts.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Assist with all other hardware setups.
  • Achieved accurate inventory tracking.

Summaries

  • IT Specialist is a multi-talented IT Specialist who is consistently rewarded for planning and operational improvements.
  • Subject Matter Expert in HubSpot with a proven track record as a sharp technologist who can collaborate with others to find solutions.
  • Customer-focused Sales Representative with 11 years of experience solving problems for clients.
  • Subject matter expert on ServiceNow with exceptional skills and knowledge in team leadership.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Dynamic communicator who consistently outperforms company goals and expectations.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • OSHA and PMP are proudly certified.
  • Team player who excels at collaborating with hardware and software experts to create a cohesive and successful design.
  • Motivated IT Specialist with experience managing large-scale projects, including budgeting and administration.

Accomplishments

  • Improved helpdesk response times by 76% through redesigning the ticket prioritization system and implementing new workflow structures.
  • Facilitated a cybersecurity awareness training program for 8 employees, improving phishing detection by 38% and ensuring compliance with metric.
  • Executed the migration from on-premise systems to method for 17 users, reducing infrastructure maintenance costs by 63% and improving scalability.
  • Enhanced data governance policies for customer success, resulting in compliance with program and reducing the risk of penalties.
  • Led the replacement of physical phone systems with VoIP technology across 7 locations, reducing communication costs by 37% and improving call quality.
  • Executed the successful integration of metric, improving cross-departmental workflows and reducing manual entry errors by 67%.
  • Developed and implemented a scalable disaster recovery plan, ensuring data integrity and minimizing downtime to less than 16% during emergencies.
  • Reduced database maintenance time by 73% through the development and deployment of automated indexing and archiving processes.
  • Resolved product issue through consumer testing.
  • Collaborated with operations teams to integrate a secure access management system, improving network security by 32% and reducing unauthorized access incidents.

Affiliations

  • Association of Information Technology Professionals
  • VMware Certified Professional (VCP)
  • Cybersecurity and Infrastructure Security Agency (CISA)
  • Remote Desktop Services Design and Deployment Specialist
  • Professional Association for SQL Server (PASS)
  • National Association of Social Workers
  • EC-Council Certified Security Analyst (ECSA)
  • Data Loss Prevention Professionals Society (DLPPS)
  • American Medical Informatics Association
  • Network Professional Association (NPA)

Certifications

  • Google Cloud Professional Cloud Architect
  • Project Management Professional (PMP)
  • Certified Public Accountant
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified in Risk and Information Systems Control (CRISC)
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • Certified Kubernetes Administrator (CKA)
  • Certified Information Security Manager (CISM)
  • Cisco Certified Network Associate (CCNA)

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