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Skills

  • Supporting remote users with secure and reliable connections
  • Delivering results in high-pressure environments with tight deadlines
  • Implementing automated ticketing systems to improve resolution time
  • Configuring VPNs to support a secure remote workforce
  • Rolling out Jira upgrades across multiple locations
  • Updating firmware and system software regularly to prevent downtime
  • Training staff in customer relations and technical troubleshooting
  • Monitoring and enhancing network performance using category
  • Diagnosing and resolving complex hardware and software issues
  • Managing large-scale IT projects with cross-functional teams

Work Experiences

  • Cut service interruptions by 18% for global teams.
  • Created a comprehensive knowledge base.
  • Conducted root cause analysis on recurring issues, reducing system downtime by 41%.
  • Configured and installed over 5 workstations.
  • Enabled quicker diagnosis of issues.
  • Back up my data every day.
  • Developed a remote support strategy for geographically-dispersed employees, leading to quicker diagnosis and troubleshooting of issues.
  • Contributed to President's Club team recognition in 2016.
  • Enabled management to track IT support performance in real time.
  • Eliminated 17 vulnerabilities.

Summaries

  • Configured and maintained over 2 workstations.
  • Certified IT Support expert.
  • Achieved satisfaction scores of 63%.
  • Detail-oriented IT Support Trainer with a successful track record of leading software upgrades for 15 users, improving operational efficiency and employee productivity while mentoring junior staff to resolve complex IT challenges independently.
  • Boosted installation speeds by 52%.
  • Boosted productivity.
  • Accomplished IT Support Trainer with a strong focus on reducing error rates in hardware installations, contributing to a 66% decrease in installation errors for critical corporate environments.
  • Drove a 64% decrease in system downtime.
  • Diagnosed and resolved escalated networking issues.
  • Deep understanding of security protocols.

Accomplishments

  • Developed and enforced endpoint security policies to maintain data integrity, lowering the number of security breaches by 44%.
  • Coordinated with cross-functional teams to deploy a company-wide VPN solution used by over 4 remote workers, ensuring 99.9% uptime.
  • Served as lead on-site engineer for critical system upgrades, reducing overall project completion time by 32%.
  • Implemented an enhanced tracking system for IT assets, reducing theft and loss by 58% within 18 months.
  • Coordinated the successful migration of 11 users from legacy systems to modern platforms with zero data loss.
  • Partnered with department heads to customize IT solutions, cutting support requests for misconfigured systems by 63%.
  • Developed and delivered custom IT training sessions that improved staff efficiency in system use by 49%, helping reduce internal support queries.
  • Provided strategic insight for company-wide implementation of SaaS tools, achieving a 8-savings in subscription costs.
  • Resolved complex network outages for 2 departments, minimizing impact on business operations by restoring service within 16 hours.
  • Achieved Lean, allowing for more robust network security protocols, which reduced penetration test vulnerabilities by 56%.

Affiliations

  • Member of CompTIA, specializing in ongoing education and certifications for network security and tech support.
  • Completed the Service Desk Analyst certification through the Service Desk Institute (SDI), with training in service management best practices.
  • Contributor to IT Service Management (ITSM) forums to stay informed of emerging trends in help desk and IT support services.
  • Member of the Association for Computing Machinery (ACM) with a focus on IT systems support and training.
  • Member of Arizona Association of IT Professionals, attending workshops on network issue resolution and customer escalation procedures.
  • Active participant in the Interop ITX community, staying informed of the latest innovations in IT infrastructure support and best practices.
  • Affiliated with EC-Council, focused on continuous learning in cybersecurity measures to safeguard IT infrastructure.
  • Active participant in User Support Services Network (USSN), sharing strategies in reducing help desk response times.
  • Certified CompTIA A+ Professional, maintaining current knowledge in troubleshooting hardware and software issues.
  • Participated in VMware User Group, focusing on leveraging virtualization in data recovery and IT system optimization.

Certifications

  • MikroTik Certified Network Associate (MTCNA) Austin
  • Cisco Certified Network Associate (CCNA)
  • Certified Ethical Hacker (CEH)
  • Google IT Support Professional Certificate
  • Microsoft Certified: Modern Desktop Administrator Associate
  • EC-Council Certified Network Defender (CND)
  • Certified Information Technology Technician (CITT)
  • ITIL Foundation Certification
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • CompTIA Network+ Certification

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