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Skills

  • Technical documents comprehension
  • End-user customer service
  • Organization
  • Performance optimization
  • Problem resolution
  • Team building
  • Backup and recovery procedures
  • Project organization
  • Cost optimization in IT infrastructure
  • Error prevention and system health checks

Work Experiences

  • Collaborated with third-party vendors to replace faulty hardware and saved the company $18 annually by introducing new service agreements.
  • Developed standard operating procedures.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Decreased downtime by 34%.
  • Conducted user training on framework features.
  • Delivered exceptional technical support.
  • Achieved data recovery within the past year.
  • Collaborated with third-party vendors.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 8 new accounts.
  • Used workflow optimization and stakeholder engagement to maintain servers and systems, ensuring that networks remained fully operational during peak periods.

Summaries

  • Strengths in process improvement and project management backed up by Miscellaneous training.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Subject matter expert on Asana with exceptional skills and knowledge in risk assessment.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adaptable Site Support Technician.
  • Achieved a 81% drop in downtime.
  • PMP and Scrum Master are proudly certified.
  • Within Miscellaneous, senior Site Support Technician and outstanding performer in workflow optimization and vendor management.
  • Specializes in standard and procedure product troubleshooting.
  • Addressed infrastructure misconfigurations.

Accomplishments

  • Achieved a 10min average resolution time for priority tickets, earning commendation from senior management for exceptional service.
  • Successfully audited and patched 3 servers for security vulnerabilities, decreasing security incidents by 58% in 2018.
  • Led an initiative to reduce downtime by identifying and resolving hardware and network bottlenecks, achieving a reduction in system outages by 31%.
  • Expanded network coverage to support 11 new devices, resulting in 83% fewer connectivity complaints from human resources.
  • Reduced average ticket resolution time by 66% in 2015 through proactive diagnostics and application of preventive measures.
  • Installed and configured backup systems for logistics, ensuring complete data protection and reducing data loss risks by 37%.
  • Coordinated on-site and remote support for 11 employees, consistently achieving an average resolution time below 4 minutes for critical issues.
  • Elected as the primary point of contact for 3 large-scale deployment projects, reducing implementation time by 22%.
  • Collaborated with cross-functional teams to execute standard, significantly optimizing user experience and reducing ticket submission by 76% over 9 months.
  • Achieved ITIL in SAP, enhancing the team's capability to support evolving systems and reducing external contractor spend by 8.

Affiliations

  • International Council of Nurses
  • Lions Club
  • Association for Computing Machinery
  • Cloud Security Alliance (CSA) Membership
  • American Society of Safety Professionals
  • Rotary International
  • CompTIA Alumni Association
  • Technical Support Professional Network (TSPN)
  • American Medical Informatics Association
  • Institute of Electrical and Electronics Engineers (IEEE)

Certifications

  • Certified Ethical Hacker (CEH)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified: Azure Fundamentals
  • JAMF Certified Technician
  • Certified IT Asset Management Professional (CITAM)
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • Certified Technology Specialist (CTS)
  • CompTIA A+ Certification
  • Certified Wireless Network Administrator (CWNA)
  • ITIL Foundation Certification

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