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Skills

  • Customer support via phone, email, and chat
  • Team management
  • Budgets
  • Team building
  • Compliance with security standards like initiative
  • Operational improvement
  • Data recovery
  • Relationship development
  • Time management
  • End-user training and support

Work Experiences

  • Achieved results within 18 months.
  • Collaborated with the development and testing teams to identify and escalate recurring software issues, resulting in a 25% reduction in active system bugs.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Achieved results in under 6 months months.
  • Authored step-by-step system recovery guides for Jira users, lowering training times for L1 Engineers by 66%.
  • Contributed to cost savings by diagnosing and repairing IT equipment internally rather than outsourcing, saving an estimated $10 annually.
  • Authored system recovery guides for Power BI users.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Conducted daily server health checks.

Summaries

  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Aligned with company standards.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Boosted employee productivity.
  • Analytical L1 Engineer with expertise in root cause analysis, ensuring long-term issue resolution and preemptive technology solutions implementation.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Collaborative L1 Engineer.
  • Addressed technical challenges.
  • Strengths in strategic planning and process improvement backed up by Miscellaneous training.

Accomplishments

  • Created actionable reports on system performance metrics for senior management, allowing for informed strategic decisions and future planning.
  • Provided live on-call support for 3 high-traffic weekends, maintaining critical services with minimal system disruption.
  • Participated actively in bi-weekly readiness reviews for Jira, leading to proactive identification and resolution of 15 potential system failures.
  • Built and maintained documentation for Salesforce, enhancing knowledge transfer and minimizing the learning curve for new team members.
  • Collaborated with developers and infrastructure teams to resolve escalated issues, reducing system downtime by 72% over several months.
  • Supported method servers for 18 major clients, increasing service availability by 85% through proactive monitoring and system maintenance.
  • Collaborated on cross-functional teams to enhance incident management processes, leading to 82% faster issue resolution.
  • Conducted vulnerability assessments on HubSpot, identifying 9 high-risk vulnerabilities and implementing corrective actions.
  • Implemented automated monitoring for key IT systems, increasing issue-detection efficiency by 17% and significantly reducing manual intervention.
  • Developed IT training programs for end users, leading to a 58% reduction in service desk requests for common issues.

Affiliations

  • International Council of Nurses
  • Society of Women Engineers
  • Member, International Network of Engineers (INE)
  • Association for Computing Machinery
  • Lions Club
  • Affiliate, Institute of Electrical and Electronics Engineers (IEEE)
  • Associate Member, IT Service Management Forum (itSMF) 2021
  • Project Management Institute
  • Affiliate, The Linux Foundation 2016
  • Active Participant, League of Professional System Administrators (LOPSA)

Certifications

  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • CompTIA A+ Certification
  • Microsoft Certified: Azure Fundamentals
  • Cisco Certified DevNet Associate
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • ITIL Foundation Certification
  • CompTIA Network+ Certification
  • Google Certified Professional Cloud Architect
  • CompTIA Security+ Certification

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