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Skills

  • Network Infrastructure Maintenance (99.8% Uptime)
  • ITIL framework implementation
  • Cybersecurity risk mitigation
  • TCP/IP
  • Staff education and training
  • Desktop support
  • Technical issues analysis
  • LAN/WAN Networking Systems
  • Incident response and root cause analysis
  • Operational improvement

Work Experiences

  • Conducted comprehensive system analyses.
  • Automated desktop imaging processes.
  • Completed the project under budget by $17.
  • Collaborated with sales to develop security policies, resulting in a 33% reduction in security breaches over a two years.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Achieved a 34% success rate.
  • Conducted comprehensive system analyses and implemented hardware upgrades, resulting in increased application speed and user productivity by 46%.
  • Contributed to the company's highest-rated customer service quarter by delivering timely troubleshooting support during peak business hours.
  • Assisted in implementing Jira for customer relationship management.

Summaries

  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Subject matter expert on HubSpot with exceptional skills and knowledge in quality assurance.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved a 37% reduction in hardware failures.
  • Achieved a 95% resolution rate on the first call.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Adobe Creative Suite expert and Power BI user.
  • Achieved savings over a the past year.
  • Adept at identifying and resolving systemic IT issues through comprehensive system analytics, consistently boosting operational productivity by 30%.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.

Accomplishments

  • Performed preventative maintenance on 18 IT systems, extending equipment lifespan and reducing replacement costs by $7 annually.
  • Spearheaded the migration of 11 virtual machines to a new cloud environment, reducing operational costs by $6 annually.
  • Serviced and upgraded 6 routers and switches, improving network throughput by 54% across Chicago.
  • Successfully conducted a server upgrade project that improved overall service uptime by 82% over several months.
  • Integrated a real-time monitoring solution for network traffic, reducing latency issues by 29%.
  • Installed and configured security monitoring systems (CCTV) at Phoenix, reducing unauthorized access incidents by 83%.
  • Redesigned company’s data backup strategy, enabling full recovery in under 18 months during the 2018 ransomware incident.
  • Developed custom troubleshooting documentation, reducing technician onboarding time by 64% over two years.
  • Documented and resolved procedure which led to program.
  • Trained over 6 team members on new cybersecurity protocols, lowering phishing incidents by 79% after 4 weeks.

Affiliations

  • National Society of IT Service Providers
  • Society of Women Engineers
  • American Society of Safety Professionals
  • International Webmasters Association (IWA)
  • American Marketing Association
  • Association for Information Technology Professionals (AITP)
  • Project Management Institute (PMI), IT Special Interest Group
  • Association for Computing Machinery
  • Infrastructure Masons (iMasons)
  • VMware User Group (VMUG)

Certifications

  • CompTIA A+ Certification
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Dell EMC Certified Specialist - Infrastructure Security
  • ServSafe
  • Certified Ethical Hacker (CEH)
  • Certified Information Security Manager (CISM)
  • Certified Business Analysis Professional (CBAP)
  • Certified Cloud Security Professional (CCSP)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Salesforce

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