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Skills

  • Microsoft Windows & Linux Configuration
  • Operating System Integration
  • Service level agreement (SLA) management
  • Strong attention to detail
  • Knowledge transfer documentation
  • Deployment of system IT Systems
  • VPN Support & Configuration
  • Technical Help Desk Support
  • System monitoring & maintenance
  • Cross-functional collaboration

Work Experiences

  • Assisted in developing a technician knowledge-sharing platform, resulting in better peer communication and President's Club from management.
  • Collaborated with software development teams to identify hardware requirements for new application deployment, increasing operational efficiency.
  • Achieved over 28% customer satisfaction rate.
  • Conducted routine repairs on computers.
  • Achieved over 73% customer satisfaction rate by delivering thorough, prompt onsite and remote support.
  • Calibrated and installed QuickBooks laboratory equipment, supporting accurate and reliable test results for Boston.
  • Assisted in developing a technician knowledge-sharing platform.
  • Attained a 100% upgrade success rate.
  • Configured and deployed over 4 IT equipment packages for HubSpot project completion at Columbus, reducing setup time by 47% and project downtime.
  • Achieved a 34% increase in productivity.

Summaries

  • Dedicated professional with a particular focus on reducing recurring technical issues via detailed documentation, with a track record of 78% fewer repeat problems.
  • Confident team leader.
  • Achieved a 15% reduction in system vulnerabilities.
  • Adept at hands-on repairs and maintenance.
  • Contributed to multiple projects.
  • Delivered equipment downtime savings of $17 yearly.
  • Consistently outperforming targets.
  • Consistently exceeded SLA targets.
  • Detail-oriented Technician with 6 years’ experience in network configuration and maintenance, ensuring improved internet speeds by up to 34% across multiple client sites.
  • Decreased likelihood of equipment failure by 65%.

Accomplishments

  • Managed inventory of vital technical supplies, preventing shortages and ensuring seamless operations for 18 months.
  • Calibrated and installed SAP laboratory equipment, ensuring accurate and reliable testing at Austin.
  • Awarded Six Sigma after successful completion of system, leading to improved system diagnostics.
  • Developed preventative maintenance program for mission-critical systems, reducing system failures by 85% %.
  • Collaborated with a cross-functional team to successfully execute a system rollout across 18 client sites within 6 months.
  • Achieved Six Sigma to strengthen knowledge in Power BI, leading to faster resolution of technical issues.
  • Installed updates and patches on 10 client workstations, reducing the risk of security vulnerabilities.
  • Reduced printing errors by 78% across 13 remote offices, cutting annual expenses by $12.
  • Trained 11 staff in network troubleshooting techniques, reducing service request tickets by 43% %.
  • Implemented customer feedback tools which led to a 25% improvement in customer satisfaction scores.

Affiliations

  • Student Affiliate, Cisco Certified Network Associate (CCNA) Training Group – engaged in technical lab sessions and exam prep focused on network configuration and updates.
  • Volunteer Organizer, local high school STEM mentorship program providing hardware tutorial sessions and entry-level exposure to systems diagnostics and installation 2019–2022.
  • Active participant, IT Service Management Forum (itSMF), attending annual meetups that focus on change management, ITIL certifications, and tech-driven improvements.
  • Volunteer, method, providing IT system installation and support for small businesses as part of community outreach, 2020–2021.
  • Affiliated Member, National Systems Contractors Association (NSCA), focusing on technology deployment strategies and conference-based learning from global AV leaders.
  • Active member, International Technology and Engineering Educators Association (ITEEA), committed to ongoing professional development in technology systems education and tool advancements.
  • Member, Professional Association for SQL Server (PASS), attending workshops related to database management, data recovery, and system backups 2021.
  • Affiliated Engineer, Institute of Electrical and Electronics Engineers (IEEE), particularly engaged in systems diagnostics research and development seminars, 2017–Present.
  • Member, Help Desk Institute (HDI) – actively attending forums and contributing best practices on user satisfaction improvements through customer service and technical support.
  • Attendee, National Association of Broadcasters (NAB) Show, actively participating in seminars to stay updated on audio/visual equipment deployment practices, 2016.

Certifications

  • Certified Infrastructure Support Engineer (CISE)
  • Certified Information Security Manager (CISM)
  • Comptia Linux+ Certification
  • Microsoft Certified: Power Platform Fundamentals
  • CompTIA Network+ Certification
  • Certified Data Recovery Professional (CDRP)
  • Microsoft Certified: Windows Server Essentials
  • Certified Ethical Hacker (CEH)
  • Certified Network Support Engineer
  • Apple Certified Support Professional (ACSP)

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