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Skills

  • Cyber Security Awareness Training
  • Service-level agreement (SLA) adherence
  • ITIL best practices
  • User Account Management and Access Control
  • Data Backup and Recovery Solutions
  • Training material development
  • LAN/WAN troubleshooting
  • Vendor Management for SaaS Products
  • Network Auditing Techniques
  • Multilingual Support (e.g., method, framework)

Work Experiences

  • Delivered accurate reporting.
  • Aligned IT systems with changes in staff roles.
  • Conducted network auditing across 17 locations.
  • Achieved a 69% decrease in ticket resolution times.
  • Diagnosed and quickly resolved hardware failures, reducing equipment downtime from 24% to 18%.
  • Conducted regular system audits and software license reviews, ensuring 100% compliance on Scrum Master standards.
  • Developed and deployed solutions.
  • Collaborated with cross-functional teams to implement an enterprise-wide update and patch management system, cutting security vulnerabilities by 68%.
  • Automated repetitive tasks across 12 departments.
  • Diagnosed performance bottlenecks.

Summaries

  • Collaborative IT Support Officer with demonstrated success in improving user onboarding processes, reducing new hire system access time by 63%.
  • Creative problem-solver with a demonstrated ability to reduce operational disruptions by 60% through advanced diagnostic and problem resolution skills.
  • Contributed to $12 annual savings.
  • Dedicated IT Support Officer with over 13 years of experience.
  • Advanced IT Support Officer with experience supporting 18 end users daily. Improved customer satisfaction by 30% through remote troubleshooting on Salesforce.
  • Delivered enterprise-wide patch management solutions.
  • Ensured minimal disruption and increased system reliability.
  • Driven IT Support Officer skilled in cloud-based migrations, contributing to $17 annual savings and smoother operations through the strategic use of Azure and AWS platforms.
  • Cloud migration expert with proven success.
  • Effective communicator.

Accomplishments

  • Implemented multi-factor authentication (MFA) across all user accounts, increasing system-level security to comply with best practice standards.
  • Trained junior support officers on troubleshooting and resolving common IT issues, improving team efficiency by 16% over 11 months.
  • Configured secure remote access protocols, enabling 8 remote employees to safely access organizational resources from offsite locations.
  • Improved system login procedures by implementing group policies, reducing user login times across 14 devices by 78%.
  • Managed IT asset inventory for 16 company branches, ensuring accurate tracking and reducing redundant hardware purchases by 15%.
  • Provided Virtual Machine (VM) setup and maintenance for application testing and product development, reducing provisioning times by 82%.
  • Led a system-wide upgrade of operating systems on 16 workstations, enhancing security and performance while minimizing user disruption.
  • Implemented new help desk ticketing system, decreasing response times and improving issue resolution by 29%. Reduced backlog of tickets by 3.
  • Diagnosed and resolved 12 hardware and software technical issues daily, achieving a 43% satisfaction rate in user support surveys.
  • Optimized organization's email filtering rules, reducing phishing email impact on users by eliminating 35% of threats from reaching inboxes.

Affiliations

  • Regular Contributor, Spiceworks Community – Participated in problem discussions and troubleshooting sessions to further develop IT support skills.
  • Board Member, Data Governance Advisory Committee – Collaborated on aligning IT infrastructure with the latest data protection laws and system role configuration.
  • Volunteer Technician, Local Technology for Good Initiative – Provided IT support to nonprofit organizations, gaining experience in diverse technical environments.
  • Member, Association of IT Professionals (AITP) – Engaged with thought leaders, participated in peer discussions regarding IT policy, security, and tools.
  • Certified Microsoft Support Specialist, Microsoft Certified Professional (MCP) Program – Gained recognized accreditation in support issue resolution and system troubleshooting.
  • Member, System Administration Guild (SAGE) – Engaged with professionals in IT operations and systems management, and shared insights on best practices in IT system configuration.
  • Active Membership, Open Source Initiative (OSI) – Contributed to collaborative efforts in troubleshooting and modifying open-source software to address business needs.
  • Member, Disaster Recovery Institute (DRI) – Worked with IT professionals to create disaster recovery protocols that prioritize achieving continuous system uptime.
  • Certification Holder, CompTIA A+ – Demonstrated mastery in hardware troubleshooting, networking, and IT support fundamentals.
  • Organizer, Corporate IT Skills Workshop – Led internal training sessions aimed at improving digital literacy and IT troubleshooting knowledge for non-technical employees.

Certifications

  • GIAC Certified Incident Handler (GCIH)
  • Microsoft Certified: Identity and Access Administrator
  • Microsoft Certified: Dynamics 365 Fundamentals
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • VMware Certified Professional – Data Center Virtualization
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • Certified in Risk and Information Systems Control (CRISC)
  • Certified Information Systems Auditor (CISA)
  • CompTIA Network+ Certification
  • Certified VoIP Professional

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