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Skills

  • Application support
  • Operational improvement
  • First Aid/CPR
  • Disaster Recovery Planning
  • Compliance auditing
  • Change management process adherence
  • Team building
  • Process improvement
  • Problem resolution
  • MS Office

Work Experiences

  • Described initiative solutions to customers to aid in problem resolution.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Achieved a 52% improvement in application responsiveness.
  • Led a support team that assisted an average of 2 users globally in a 24/7 support environment as a level-three supervisor.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Benchmarked key systems metrics.
  • Boosted resolution speed for Level 3 technicians.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Conducted root cause analysis of recurring technical issues, offering solutions that minimized recurrence by 62% over the past year.

Summaries

  • A Level 4 Technician with a track record of automating manual tasks using Power BI, saving system per week in labor and improving task accuracy.
  • Costs were consistently reduced while profits were increased.
  • Achieved enhanced data security.
  • Achieved a 27% improvement in uptime.
  • Achieved a 59% productivity increase.
  • Strengths in risk assessment and vendor management backed up by Miscellaneous training.
  • Clear understanding of stakeholder engagement and team leadership as well as budget management training.
  • Specializes in initiative and standard product troubleshooting.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.

Accomplishments

  • Spearheaded the deployment of standard, improving productivity by 52% and earning Innovation Award.
  • Resolved product issue through consumer testing.
  • Revoked outdated user permissions and tightened security protocols, leading to a 43% drop in unauthorized access attempts.
  • Conducted ongoing performance benchmark testing on newly deployed systems, achieving 64% efficiency gains.
  • Identified and resolved a critical bottleneck in system performance, leading to 38% improvement in overall application responsiveness.
  • Optimized virtualization infrastructure using program, increasing server utilization by 61% and reducing operational costs.
  • Engineered a network configuration that improved end-user connectivity, reducing latency by 22% in Denver.
  • Collaborated with Level 3 technicians to improve incident resolution time by 80% through effective root-cause analysis and knowledge sharing.
  • Consulted on incident response protocol development, reducing critical incident response time by 57%.
  • Directed a cross-team initiative to develop a process, increasing customer satisfaction ratings by 44%.

Affiliations

  • Infrastructure Management Forum (IMF)
  • Disaster Recovery Institute International (DRI)
  • Association of Information Technology Professionals
  • Jaycees
  • Association for Computing Machinery
  • Association of Infrastructure Engineers (AIE)
  • National Institute of Standards and Technology (NIST) Community
  • International Association of Administrative Professionals
  • CompTIA Network+ Certification Club
  • Information Systems Security Association (ISSA)

Certifications

  • First Aid/CPR Certified
  • Project Management Professional (PMP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified in Risk and Information Systems Control (CRISC)
  • ITIL Foundation Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant (CPA)
  • Certified Ethical Hacker (CEH)
  • Certified Network Systems Administrator (CNSA)
  • Google IT Support Professional Certificate

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