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Skills

  • Windows and Mac OS support
  • Hardware lifecycle management
  • Software Installations and Upgrades
  • Troubleshooting Software Applications
  • User Account Setup and Configuration
  • Issue Tracking via HubSpot
  • IT Ticketing System Optimization
  • Hardware Issue Diagnosis
  • IT compliance auditing
  • Technical documentation creation

Work Experiences

  • Achieved zero findings in the 2023 audit.
  • Addressed hardware and software failures.
  • Achieved budgetary goals for office openings.
  • I'm in charge of server maintenance and troubleshooting.
  • Create user accounts, permissions, and passwords.
  • Keep track of both customer and employee inquiries.
  • Collaborated with third-party providers to introduce enhanced IT security protocols across Chicago, resulting in zero breaches for 18 consecutive quarters.
  • Coordinated IT infrastructure setup for new office openings.
  • Achieved results within the first two months of deployment.
  • Manage several software training projects at any given time.

Summaries

  • Contributed to continuous improvements in team performance.
  • Contributed to adherence to security guidelines.
  • Adept at aligning IT practices with business continuity goals.
  • Accomplished IT Support professional with expertise in compliance-driven technical documentation. Led successful audits with zero findings, contributing to the company's unwavering adherence to security guidelines.
  • Adept at managing multiple high-priority support requests.
  • Adept in training non-technical staff.
  • Dedicated IT support professional.
  • Detail-oriented IT Support professional with expertise in deploying remote desktop and network monitoring solutions, delivering streamlined support across 12 users while reducing downtimes by 85%.
  • Delivered solutions that reduced system outages by 42%.
  • Adept in diagnosing and resolving system-wide issues.

Accomplishments

  • Led the deployment and ongoing troubleshooting of a Workday system across multiple offices, leading to a 59% increase in operational efficiency.
  • Documented IT processes and standard operating procedures (SOPs), reducing onboarding time for new team members by 50%.
  • Provided 24/7 on-call support and resolved mission-critical incidents, achieving a 60% improvement in response times.
  • Upgraded internal help desk system, incorporating analytics to better track and manage ticket flow, improving resource allocation by 82%.
  • Implemented a cloud-based asset tracking system, resulting in a 54% reduction of lost or misplaced IT equipment inventory in 2020.
  • Reduced hardware setup times for new employees by 74% by introducing standardized imaging procedures across Windows, Linux, and macOS systems.
  • Coordinated with procurement to ensure timely acquisition of IT equipment and software, preventing downtime and achieving 52% budget compliance.
  • Designed and implemented service-level agreements (SLAs), improving response time by 32% for mission-critical issues.
  • Collaborated with the IT infrastructure team to maintain 15 servers across method, ensuring category% system availability.
  • Championed the adoption of initiative for endpoint security management, resulting in 67% fewer vulnerabilities across 3 devices.

Affiliations

  • Member of the Veritas User Group, sharing insights and solutions for enterprise backup and recovery processes.
  • Engaged in the OpenStack User Group to expand open-source virtualization and cloud management expertise pertinent to IT infrastructure.
  • Participant in the Annual IT Professionals Conference 2018, allowing networking with top-tier IT service specialists.
  • Successive annually renewed MCSA (Microsoft Certified Solutions Associate) - Gained deep expertise in deploying and managing Microsoft servers.
  • Member of ISACA’s virtual study groups to expand knowledge and prepare for Certified Information Systems Auditor (CISA) accreditation.
  • Completed ITIL Foundation Certification 2018 via AXELOS, supporting expertise in incident management and IT service operations.
  • Member of the Society for Information Management (SIM), allowing for networking with senior technology leaders for advanced operational strategies.
  • Network member of the Professional Association for Information Network Support Engineers (PAINSE), focusing on innovative support solutions and technical advancements.
  • Contributor to open-source communities like GitHub to collaborate and share improvements on common IT support tools and frameworks.
  • Active participant in the Help Desk Institute (HDI), attending annual conferences to stay updated on modern IT support solutions and best practices.

Certifications

  • JAMF Certified Associate for macOS Support
  • Certified Ethical Hacker (CEH)
  • Certified Cloud Security Professional (CCSP)
  • CompTIA Network+ Certification
  • VMware Certified Professional (VCP-DTM) - Desktop and Mobility
  • Certified in Risk and Information Systems Control (CRISC)
  • CompTIA A+ Certification
  • Certified Desktop Support Technician (CDST)
  • Google Workspace Administrator Professional Certification
  • ITIL Foundation Certification

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