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Skills

  • Staff education and training
  • Technical documents comprehension
  • Business operations
  • Mac systems
  • IT Help Desk Ticketing Systems
  • Budgets
  • End-user training support
  • Custom Automation Scripting
  • Desktop and Laptop Support
  • Cloud Services Implementation

Work Experiences

  • Achieved swift resolution of on-site technical issues by acting as the primary escalation point for unresolved remote support tickets.
  • Cut average system recovery time by 53% %.
  • Achieved an increase in uptime from 16% to 16% by repairing faulty network components quickly and efficiently with minimal disruption.
  • Achieved a 68% improvement in processing speed.
  • Kept track of running systems and entered commands to troubleshoot issues like category and method.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Used team leadership and stakeholder engagement to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Collaborated with cross-functional teams at Phoenix to ensure the smooth integration of standard, reducing service interruptions by 57%.
  • Achieved zero failures in simulations.
  • 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.

Summaries

  • Permissions, filters, and file sharing are all skills she possesses.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Within Miscellaneous, senior Onsite Support Technician and outstanding performer in strategic planning and client relations.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Achieved 77% resolution rates within 24 hours.
  • Achieved results within one year.
  • Adept in executing custom automation scripts that reduced repetitive tasks by 32%, resulting in annual savings of 3 in operational costs.
  • Excellent workflow optimization and budget management knowledge.
  • Achieved high client satisfaction through timely problem-solving.
  • Effectively troubleshoots and resolves issues on its own.

Accomplishments

  • Configured routers, switches, and firewalls for 8 office locations, reducing latency issues by 28%.
  • Utilized remote support tools to resolve 14 technical issues across multiple locations, achieving a 67% customer satisfaction rating.
  • Set up and configured Jira across 9 satellite offices, cutting new infrastructure deployment times by 41%.
  • Designed custom monitoring dashboards to track system performance and uptime, improving immediate issue identification by 32%.
  • Developed and documented disaster recovery plan, reducing recovery time for critical systems by 41% following infrastructure failures.
  • Documented and resolved procedure which led to standard.
  • Revised the organization's endpoint security strategy, reducing malware incidents by 28% over the course of the past year.
  • Successfully completed deployment and configuration of networked systems in 5 branch locations, delivering on deadline and under budget.
  • Provided on-site technical support to clients across Boston, minimizing downtime and delivering a 22% resolution rate.
  • Achieved a 39% increase in system uptime by swiftly diagnosing hardware issues and implementing proactive maintenance protocols.

Affiliations

  • LinkedIn Tech Community – Contributor to forums on best practices for virus detection and removal.
  • International Association of Computer Science and Information Technology (IACSIT) – Collaborated on research and troubleshooting techniques for IT issues.
  • Network + Certification – Member participating in monthly discussions focused on LAN/WAN troubleshooting and repair.
  • Local IT Roundtable – Participated in discussions on working solutions for rapid hardware diagnostics and cloud service GPA improvements.
  • CompTIA Cloud+ Certified – Active certification holder with ongoing involvement in events concerning cloud deployment and implementation.
  • Association for Supply Chain Management (APICS)
  • Rotary International
  • Cybersecurity & IT Security Certifications & Training (CISSP) – Engaged in learning groups focusing on advanced virus detection and removal techniques.
  • Certification in In-Depth Security (CIDS) – Certified specialist in malware removal and active in professional communities for anti-virus methodologies.
  • Association for Computing Machinery

Certifications

  • Certified in IT Service Management (CITSM)
  • CompTIA A+ Certification
  • SHRM Certified Professional (SHRM-CP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • EC-Council Certified Network Defender (CND)
  • Certified Public Accountant
  • Apple Certified Mac Technician (ACMT)
  • Certified Ethical Hacker (CEH)
  • Project Management Professional (PMP)

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