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Skills

  • Cloud Services (Azure, AWS)
  • Vendor management
  • System Migration/Upgrades
  • Data Loss Prevention (DLP)
  • Hardware Inventory Management
  • Automation Scripting (PowerShell, Python)
  • Office 365 Support
  • Configuration Management (Puppet, Ansible)
  • Time management
  • Collaborating with Cross-Functional Teams

Work Experiences

  • Developed meticulous documentation and IT helpdesk procedures, improving resolution time by 63%.
  • Enhanced maintenance schedules.
  • Decreased backlog tickets by 85%.
  • Collaborated with procurement.
  • Acted as the primary liaison between clients and support.
  • Achieved a 20% decrease in security vulnerabilities.
  • Achieved an average satisfaction rate of 72%.
  • Collaborated with the cybersecurity team to identify and resolve critical vulnerabilities, preventing potential security risks and saving $3 in breach-related costs.
  • Basic access lists and firewall configuration
  • Achieved results in two years.

Summaries

  • Consistently reduced system downtime by 66%.
  • Achieved production-level system uptime.
  • Enhanced system protection.
  • Enhanced network reliability by 74%.
  • Delivered advanced hardware diagnostics that reduced troubleshooting times by 34%, improving repair efficiency and reducing delays.
  • Ensured 11 months of uninterrupted service.
  • Achieved 10% reduced downtime.
  • Drove 64% improvement in IT support response times.
  • Achieved results in 2018.
  • Adept at reducing vulnerabilities by 74%.

Accomplishments

  • Automated backup and recovery processes using QuickBooks which reduced system recovery time by 13 minutes.
  • Analyzed end-user incidents and implemented training programs that reduced help desk ticket volume by 66%.
  • Reconfigured user accounts and roles, improving access control security and reducing unauthorized access by 83%.
  • Assisted in configuration of Active Directory, script-based account creation, and validation processes, reducing manual input errors by 29%.
  • Managed and executed system migration from initiative to metric, resulting in 46% reduction in system bottlenecks.
  • Developed automated system status dashboards leading to a reduction in response time to critical issues by 54% minutes.
  • Developed custom scripts to automate repetitive tasks, saving the team approximately 15 hours per week in manual labor.
  • Championed a shift to cloud-based platforms, providing on-demand scalability and reducing operating costs by 34%.
  • Implemented Configuration Management tools like Puppet and Ansible, automating deployment and management tasks and saving 14 person-hours per week.
  • Collaborated with cross-functional teams to resolve 17 high-priority tickets, improving customer satisfaction ratings to 37%.

Affiliations

  • Associated with the International Association of Computer Science and Information Technology (IACSIT), exchanging ideas on new IT support methodologies.
  • Member of the BCS, The Chartered Institute for IT, where I stay updated on trends in IT compliance, standards, and professional conduct in the IT space.
  • Certified in ITIL Foundation, actively involved in service management and its implementation across IT support operations in local and virtual communities.
  • Collaborator in the Cybersecurity Information Sharing Act (CISA) Alliance, focused on exchanging the latest trends in hardware and network vulnerabilities.
  • Participated in PowerShell.org community events, sharing scripts and learning best practices for automation in IT systems administration.
  • Contributor to Stack Overflow’s IT Support and Troubleshooting community, offering technical solutions and advice while also learning modern tech trends.
  • Volunteer at procedure, assisting computer labs with their network and hardware issues to ensure optimal performance during lab hours.
  • Involved in IT Support Chat Groups (e.g., Reddit’s /r/sysadmin) to exchange solutions for complex networking, hardware, and software issues.
  • Assistant staff at procedure organized by TechSoup, providing hands-on IT support for assembling and troubleshooting hardware configurations.
  • Collaborated with peers in the IT Support Association to research best practices for resolving complex software issues and contributing to white papers.

Certifications

  • CompTIA Security+ Certification
  • CompTIA Server+ Certification
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • Certified Cloud Security Professional (CCSP)
  • Google Cloud Professional Cloud Architect
  • HDI Support Center Analyst Certification
  • Google IT Support Professional Certificate
  • Certified Technology Specialist (CTS) - Lakeside Partners
  • Certified Wireless Network Administrator (CWNA)
  • Microsoft Certified: Azure Administrator Associate

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