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Skills

  • Software Installations and Upgrades
  • Technical documentation creation
  • Hardware Issue Diagnosis
  • IT Ticketing System Optimization
  • Remote Task Collaboration Tools
  • Issue Tracking via HubSpot
  • Windows and Mac OS support
  • VPN Configuration and Support
  • Onboarding IT Support
  • Incident response and resolution

Work Experiences

  • Achieved a resolution rate of 96%.
  • Assisted with the development of BYOD policies that improved network performance by 57%, while maintaining security and compliance.
  • Addressed hardware and software failures.
  • Keep track of both customer and employee inquiries.
  • I'm setting up new software and providing support in the training lab.
  • Configured endpoint security systems.
  • Conduct client training either in a live meeting or on the client's premises.
  • Automated routine IT processes using PowerShell scripting.
  • Collaborated with third-party providers to introduce enhanced IT security protocols across Chicago, resulting in zero breaches for 18 consecutive quarters.
  • Manage several software training projects at any given time.

Summaries

  • Automated routine desktop processes using PowerShell.
  • Contributed to continuous improvements in team performance.
  • Boosted first-call resolution rates.
  • Dedicated IT Support professional with 3 years of experience streamlining help desk operations, enhancing team efficiency, and achieving a 40% improvement in ticket response times for major organizations.
  • Contributed to a 16% increase in overall user satisfaction.
  • Accomplished IT Support expert.
  • Detail-oriented IT Support professional.
  • Delivered technical support to remote users.
  • Cut resolution times by standard hours.
  • Automated technical support processes with PowerShell scripting.

Accomplishments

  • Upgraded internal help desk system, incorporating analytics to better track and manage ticket flow, improving resource allocation by 82%.
  • Coordinated with procurement to ensure timely acquisition of IT equipment and software, preventing downtime and achieving 52% budget compliance.
  • Created and implemented a standardized incident response and recovery procedure that reduced mean time to resolution (MTTR) by 53%.
  • Successfully trained 3 employees on IT security protocols, reducing compliance-related incidents by 63% within three years.
  • Collaborated with cross-functional departments to roll out hardware and software upgrades, enhancing operational workflows by 85%.
  • Engineered a streamlined help desk workflow that reduced average resolution time per ticket from several months to 6 months, improving overall team efficiency.
  • Led the deployment and ongoing troubleshooting of a Workday system across multiple offices, leading to a 59% increase in operational efficiency.
  • Optimized ticket escalation procedures, leading to a 41% reduction in unresolved first-tier tickets across several months.
  • Designed and implemented service-level agreements (SLAs), improving response time by 32% for mission-critical issues.
  • Initiated Adobe Creative Suite software patching procedures, leading to a 35% reduction in security incidents across the organization.

Affiliations

  • Completed the Google IT Support Professional Certificate 2022, solidifying understanding of troubleshooting and software implementation on a global scale.
  • Member of CompTIA - Specialized in CPA, focusing on the latest trends in cybersecurity and IT infrastructure services.
  • Affiliated with the National Association of Systems Administrators (NASA) to stay updated on best practices for enterprise system maintenance.
  • Certified Ethical Hacker (CEH) course completed 2018, adding value to IT support through advanced system protection measures.
  • Member of the Information Systems Audit and Control Association (ISACA) to enhance knowledge of system security audits and compliance frameworks.
  • Completed Cybersecurity Maturity Model Certification (CMMC) in 2015, broadening expertise in ensuring security compliance for organizational IT frameworks.
  • Member of the Veritas User Group, sharing insights and solutions for enterprise backup and recovery processes.
  • Contributor to open-source communities like GitHub to collaborate and share improvements on common IT support tools and frameworks.
  • ITIL Practitioner certified through the AXELOS Global Best Practice framework, improving incident response and IT service management in 2024.
  • Completed ITIL Foundation Certification 2018 via AXELOS, supporting expertise in incident management and IT service operations.

Certifications

  • Certified Technology Specialist (CTS) by Harbor & Co.
  • Cisco Certified Network Associate (CCNA)
  • Linux Professional Institute Certification (LPIC-1)
  • JAMF Certified Associate for macOS Support
  • Microsoft Certified: Azure Fundamentals
  • VMware Certified Professional (VCP-DTM) - Desktop and Mobility
  • Certified in Risk and Information Systems Control (CRISC)
  • Certified Information Systems Auditor (CISA)
  • Google Workspace Administrator Professional Certification
  • Amazon Web Services (AWS) Certified Cloud Practitioner

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