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Skills

  • Multilingual communication skills
  • Cost-saving initiatives for operational efficiency
  • Software testing
  • Regulatory compliance
  • Infrastructure planning
  • Compliance with industry standards (e.g., ITIL, ISO)
  • Firewall and network security protocols
  • Advanced troubleshooting with SAP
  • Customer experience improvement processes
  • KPI (Key Performance Indicator) management

Work Experiences

  • Coordinated cross-department initiatives.
  • Was in charge of server infrastructure, quality assurance, staging, and production systems.
  • Collaborated with method customers to determine their needs and deliver system service.
  • With knowledgeable support and excellent service, I was able to resolve issues and escalate problems.
  • Achieved results within 2023.
  • Transported QuickBooks to several months customer locations.
  • Analyzed historical outage data.
  • Looked for industry trends on social media and through online sources.
  • Created a knowledge repository used across departments that reduced knowledge gaps and improved resolution speed by 16%.
  • Created a knowledge repository used across departments.

Summaries

  • NOC Manager with 14 years of successful quality assurance and vendor management experience.
  • Achieved a 35% reduction in MTTR.
  • Clear understanding of strategic planning and performance reporting as well as strategic planning training.
  • Achieved 41% uptime.
  • Achieved significant long-term cost reductions.
  • Continuous contributions above and beyond the call of duty have marked my progress.
  • Accomplished NOC Manager skilled in incident management and rapid problem resolution resulting in a 19% reduction in MTTR through cross-functional collaboration and process automation.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Addressed 18 network disruptions.
  • Collaborative leader with a proven ability to align network operations with security protocols, reducing cybersecurity incident rates by 62%.

Accomplishments

  • Created multilingual support protocols for global clients, achieving a 31% improvement in customer satisfaction ratings.
  • Championed ServiceNow migration project, resulting in 75% improvement in service reliability and reduced operational costs.
  • Reduced repetitive service failures by 23% through the creation and implementation of preventative maintenance protocols.
  • Collaborated with team of 5 in the development of procedure.
  • Mentored 6 junior staff and new hires through development programs, driving 16% increase in team efficiency.
  • Coordinated fleetwide network patch management for 2 devices, ensuring zero vulnerabilities in 2021.
  • Implemented a network-wide WAN optimization strategy that decreased latency by 26% with zero downtime.
  • Directed a cross-functional team to resolve program critical outages, improving network uptime by 11%.
  • Designed and implemented a change management process that reduced configuration errors by 15% and improved system stability.
  • Improved SLA compliance from 48% to 84% within 2020, by refining operational processes and optimizing resource allocation.

Affiliations

  • Association of Information Technology Professionals
  • Association of Technology, Management, and Applied Engineering (ATMAE)
  • Association for Computer Operations Management (AFCOM)
  • Certified in Six Sigma Black Belt for IT Operations
  • Society for Information Management (SIM)
  • Jaycees
  • Network Engineering Technology Group (NETG)
  • Security Industry Association (SIA)
  • Toastmasters
  • Certified Information Security Manager (CISM) Professional Status

Certifications

  • Certified Public Accountant
  • CompTIA A+ Technician
  • MikroTik Certified Network Associate (MTCNA)
  • Certified Network Infrastructure Design Professional (CNIDP)
  • Certified Ethical Hacker (CEH)
  • Project Management Professional (PMP)
  • Apple Certified Associate (ACA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Cloud Security Professional (CCSP)
  • Certified Network Security Specialist (CNSS)

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