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Skills

  • Communications
  • First Aid/CPR
  • Budgets
  • TCP/IP
  • Software diagnosis
  • Technical documents comprehension
  • Desktop support
  • Relationship development
  • Team building
  • Operational improvement

Work Experiences

  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Kept track of running systems and entered commands to troubleshoot issues like procedure and metric.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Conducted thorough system audits, identifying vulnerabilities and implementing corrective actions across 16 critical servers, ensuring category certification.
  • Boosted network speeds by 29%.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Used strategic planning and data analysis to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Completed installation in 12 office branches.
  • Conducted routine hardware diagnostics across 7 printers, reducing printer downtime by 43% and saving on operational costs.

Summaries

  • Applied strategic problem-solving techniques.
  • Collaborated with engineers to reduce escalated ticket resolution times by 50% %.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Subject matter expert on Microsoft Excel with exceptional skills and knowledge in risk assessment.
  • Boasted 6+ successful system audits.
  • Adept in IT project execution, delivering advanced support for Adobe Creative Suite rollout at Chicago, ensuring 77% uptime during metric implementation.
  • Collaborated cross-functionally.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Led the troubleshooting and repair of complex network issues, ensuring 99.9% system availability during mission-critical projects.
  • Led the design and deployment of a disaster recovery plan for critical systems, ensuring data recovery capabilities within 18 months.
  • Provided continuous end-user support and tailored training sessions, effectively reducing the ticket resolution time by 28% over 2021.
  • Executed the deployment of enterprise-wide antivirus software, protecting over 11 endpoints from potential threats while ensuring compliance with company policy.
  • Efficiently transitioned 11 users to a new standard platform, maintaining a zero-disruption guarantee during the migration process.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supported a growing network environment by upgrading 13 network switches and routers, improving connectivity and reducing latency by 67%.
  • Utilized advanced remote support tools such as TeamViewer and RDP to resolve 17-plus technical issues, achieving a 62%-increase in first-time resolution rates.
  • Created training documentation and operational guides for SAP, empowering technicians with easy-to-follow, actionable resources for common issues.
  • Demonstrated expertise in hardware diagnostics and repair, reducing equipment downtime by 24% in 2024.

Affiliations

  • Five9 Cloud Contact Center Solutions Certified Expert – 2023
  • National Association of Social Workers
  • Microsoft Azure Certified Professional
  • Microsoft Certified Professional (MCP) - 2018
  • International Council of Nurses
  • Project Management Institute
  • VMware Users Group (VMUG)
  • Association of Support Professionals (ASP)
  • American Society of Safety Professionals
  • Association for Information Systems (AIS)

Certifications

  • Certified Information Systems Auditor (CISA)
  • CompTIA A+ Certification
  • Google Certified Professional Cloud Architect
  • EC-Council Certified Security Analyst (ECSA)
  • Microsoft Office Specialist (MOS)
  • EMC Cloud Infrastructure and Services (CIS)
  • Certified Ethical Hacker (CEH)
  • CompTIA A+ Technician
  • Cisco Certified CyberOps Associate
  • Juniper Networks Certified Associate - Junos (JNCIA-Junos)

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