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Skills

  • Running vulnerability scans and patch management processes
  • Improving end-user satisfaction through targeted customer service training
  • Mentoring junior IT support staff to achieve team excellence
  • Delivering results in high-pressure environments with tight deadlines
  • Maintaining system uptime for critical infrastructure
  • Implementing network monitoring across geographic locations
  • Deploying and managing remote access solutions
  • Creating and maintaining technical knowledge hubs for users and staff
  • Providing end-user training to minimize common technical issues
  • Training staff in customer relations and technical troubleshooting

Work Experiences

  • Conducted root cause analysis on recurring issues.
  • Developed an automated system to track support tickets.
  • Delivered CPA-based training sessions that improved staff confidence in troubleshooting by 56%, reducing reliance on external support.
  • Diagnosed issues before they escalated.
  • Boosted client issue resolution by 65%.
  • Collaborated with external vendors to resolve complex network outages, reducing downtime by 14 hours.
  • Decreased installation time by 28%.
  • Conducted root cause analysis on recurring issues, reducing system downtime by 41%.
  • Developed a remote support strategy for geographically-dispersed employees, leading to quicker diagnosis and troubleshooting of issues.
  • Developed a remote support strategy.

Summaries

  • Created comprehensive knowledge base systems for IT issues.
  • Boosted installation speeds by 52%.
  • Adept at diagnosing hardware and software issues.
  • Aligned customer service initiatives with IT troubleshooting.
  • Accomplished IT Support expert known for developing automated resolutions that increased staff productivity and reduced manual task errors by 64%.
  • Dynamic IT Support Trainer.
  • Accomplished IT Support professional.
  • Drove a 64% decrease in system downtime.
  • Dynamic IT Support Trainer with strong mentoring capabilities, contributing to team excellence and Innovation Award recognition by training junior staff to troubleshoot hardware and software issues effectively.
  • Customer-centered IT Support Trainer specializing in improving end-user satisfaction through tailored support strategies and hands-on technical training, consistently achieving satisfaction scores of 44%.

Accomplishments

  • Supervised the procurement of software licenses that cut annual expenses by 5 through vendor negotiations.
  • Developed and disseminated technical how-tos for recurring IT issues, reducing onboarding time for new hires by 83%.
  • Designed a cross-departmental knowledge base for IT issues, reducing resolution times for recurring issues by 45%.
  • Designed and implemented a virtual desktop infrastructure (VDI), reducing hardware costs by 15% and improving user accessibility.
  • Analyzed hardware and software requests, cutting unnecessary purchases by 60% through optimal vendor selection and standardized equipment procurement.
  • Collaborated on a cybersecurity awareness program that reduced phishing attacks across the company by 71%.
  • Provided ongoing mentorship to junior staff, leading to 18 team members attaining OSHA within three years.
  • Piloted a cloud-based storage solution that provided 10 users with improved remote data access, reducing operational downtime by 22%.
  • Automated routine system diagnostics and repair tasks, improving IT team productivity by 30%.
  • Provided strategic insight for company-wide implementation of SaaS tools, achieving a 8-savings in subscription costs.

Affiliations

  • Certified in Amazon Web Services (AWS) Cloud Practitioner, supporting enterprise-level cloud migrations and troubleshooting.
  • Regularly participate in technological training sessions offered by Code Academy to stay proficient in new operating systems and programming.
  • Affiliated with EC-Council, focused on continuous learning in cybersecurity measures to safeguard IT infrastructure.
  • Alumni of procedure’s Information Technology Bachelor’s program, with a focus on managing large-scale software deployments.
  • Affiliate of (SANS) Technology Institute to further knowledge in cybersecurity as it pertains to helpdesk and disaster recovery planning.
  • Graduate of standard's IT Support and Training Program, with a focus on resolving escalated issues and customer training.
  • Certified HDI Desktop Support Technician (HDI-DST), focusing on reducing downtime and improving user satisfaction.
  • Active participant in User Support Services Network (USSN), sharing strategies in reducing help desk response times.
  • Member of the International Association of IT Asset Managers (IAITAM), focusing on reducing software licensing costs and improving asset management.
  • Certified CompTIA A+ Professional, maintaining current knowledge in troubleshooting hardware and software issues.

Certifications

  • ITIL Foundation Certification
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Certified Information Systems Auditor (CISA)
  • Certified Virtualization Professional (CVP)
  • Cisco Certified Network Associate (CCNA)
  • Certified Ethical Hacker (CEH)
  • Certified Linux Administrator (CLA) Beacon Labs
  • CompTIA Network+ Certification
  • Microsoft Certified: Windows Server Fundamentals
  • ServiceNow Certified Systems Administrator (CSA)

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