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Skills

  • Customer support ticket triaging
  • Vendor relationship management
  • Hardware diagnostics and repair
  • Communications
  • Knowledge Base Development
  • Supervision
  • Call triaging
  • Problem resolution
  • Budgets
  • Data-driven decision making

Work Experiences

  • Acted as the primary contact during a major system overhaul.
  • Collaborated with cross-functional teams.
  • Looked into and fixed printer, copier, and other peripheral device problems.
  • Looked for industry trends on social media and through online sources.
  • Had an excellent attendance record and was always on time for work.
  • Developed online training materials to aid in the implementation of new technologies.
  • Made recommendations to save $17 by avoiding costly and unnecessary system modifications.
  • Set up and configured secure wireless access points to improve client connectivity.
  • Achieved a 21% reduction in basic support queries.
  • Installed wiring, cabling, and devices to set up, repair, and optimize networks.

Summaries

  • System Support Officer is a multi-talented System Support Officer who is consistently rewarded for planning and operational improvements.
  • Setup devices, troubleshoot issues, and optimize settings are all skills I have.
  • Experienced System Support Officer with over 8 years in helpdesk operations, network maintenance, and mobile device support.
  • Analytical expert with a track record of spotting opportunities for increased efficiency and effectiveness.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Achieved a 32% reduction in downtime.
  • Collaborated with stakeholders at all levels.
  • Contributed to seamless system migration of Asana across Austin, ensuring 100% system uptime during the transition and minimizing operational disruptions.
  • Strengths in process improvement and quality assurance backed up by Miscellaneous training.
  • System Support Officer is a tech-savvy System Support Officer who excels at troubleshooting, multitasking, and communication.

Accomplishments

  • Managed system licenses and vendor agreements for 7 users, resulting in cost reductions of 71% through better procurement.
  • Created scripts to automate patch deployments and routine software updates which reduced manual intervention during maintenance windows by 23%.
  • Assessed and optimized network performance, increasing throughput by 78% without requiring additional hardware investments.
  • Standardized processes for system support and issue resolution across 15 sites, cutting downtime by 18%.
  • Resolved product issue through consumer testing.
  • Developed automated monitoring scripts that reduced manual checks of systems and networks by 5 hours per week.
  • Led the upgrade initiative for Asana, improving overall system stability and reducing service interruptions by 49% hours yearly.
  • Contributed to the initial deployment and subsequent expansion of metric across Denver, reducing response time by 75% seconds.
  • Reduced customer support cases by 34% through the implementation of self-service portals and knowledge base articles.
  • Provided tier-2 support for system outages, resolving 81% of cases within the past year, exceeding SLAs.

Affiliations

  • Affiliated member of the International Association of Computer Hardware Professional (IACHP)
  • Regular attendee of Google Cloud Certified workshops in Cloud Engineering
  • Rotary International
  • Certified in Microsoft Certified: Azure Administrator Associate since 2022
  • Member of IEEE Computer Society with special focus on IT and Systems Management
  • Certified Member of the Project Management Institute (PMI)
  • Certified member of the Help Desk Institute (HDI) for IT Service Management
  • Contributor in the SysAdmin Appreciation Day event series each 2021
  • Regular participant in VMware User Group (VMUG) for system configuration and deployment insights
  • Certified OpenStack Administrator (COA) certification, specialized in open-source cloud tech

Certifications

  • Professional Scrum Master (PSM I)
  • CompTIA A+ Technician
  • CompTIA Network+ Certification
  • Certified Ethical Hacker (CEH)
  • Certified Public Accountant (CPA)
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • Linux Foundation Certified Engineer (LFCE)
  • Apple Certified Associate (ACA)
  • Microsoft Certified Solutions Expert (MCSE)
  • Microsoft Certified: Azure Administrator Associate

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