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Skills

  • Hardware upgrades
  • Team building
  • Cloud Platform Architecture (category)
  • Computer maintenance
  • Planning and coordination
  • Automation Scripting (framework)
  • Exceptional telephone etiquette
  • Team management
  • Advanced Troubleshooting Techniques
  • Operational improvement

Work Experiences

  • Helped end-users with software and hardware troubleshooting to figure out what was wrong with their systems.
  • Collaborated with product and marketing teams.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.
  • Completed project in 2021.
  • Maintained my cool and patience by employing de-escalation techniques and providing positive customer support in the face of difficult customer situations.
  • Repaired network hardware components such as firewalls, routers, and standard devices.
  • Collaborated with product and marketing teams to troubleshoot technical issues in pre-launch phases, reducing product defects by 11 prior to release.
  • Collaborated with the security team.
  • Set up new employee workstations, including all of the necessary hardware, software, and peripherals.
  • Collaborated with auditors to achieve ITIL, improving the company’s compliance posture.

Summaries

  • Strategic thinker with expertise in team leadership.
  • Experienced creator of user materials in a variety of formats.
  • Knowledgeable Technical Team Member with expertise in marketing and program development.
  • Framework and program have a proven track record.
  • Communicative and team-oriented, with Salesforce expertise.
  • Looking forward to taking on a new challenge with a successful team.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Technical Team Member.
  • Performance reporting in program settings and vendor management in workflow optimization settings.
  • Assist end-users with technical issues that are more complex.
  • Proficient in promoting system by leveraging quality assurance and data analysis knowledge.

Accomplishments

  • Led the technical automation of disaster recovery processes, reducing operational recovery time from 6 days to 18 hours.
  • Implemented a proactive monitoring solution to track system performance, reducing incidents of major downtime by 59%.
  • Integrated machine learning algorithms into legacy customer support systems, reducing ticket handling times by 54%.
  • Executed high-availability and failover strategies, decreasing unplanned system outages by 18 hours annually.
  • Reduced network downtime by 25% after introducing a more resilient load balancing strategy using Salesforce solutions.
  • Increased operational efficiency by consolidating disparate systems into a centralized platform using Asana, enhancing collaboration across 17 departments.
  • Devised a database migration strategy that improved query performance by 78%, enhancing data availability during high-traffic periods.
  • Enhanced internal training resources by creating technical documentation on SAP, improving knowledge transfer across teams.
  • Streamlined server configurations using cutting-edge automation tools, saving over 13 hours per team member per month.
  • Led the implementation of a Continuous Integration/Continuous Deployment (CI/CD) pipeline, reducing software release cycles from 14 weeks to 9 days.

Affiliations

  • Member of ISACA - developed insights on compliance frameworks and best practices for system audits and cloud migrations.
  • Attended the AWS Summit in 2020 - networking with industry professionals and gaining insights on cloud infrastructure.
  • Received certification from Scrum Alliance - enhancing team performance through Agile methodologies for faster system deployments.
  • Participated in Elastic Community meetups - shared knowledge on using Elasticsearch for real-time data monitoring and system insights.
  • Participating in community forums of the Wireshark Foundation - enhancing insights on real-time network troubleshooting and monitoring.
  • Affiliate of the Backup & Recovery Solutions Group - staying up-to-date with the latest disaster recovery and backup technologies.
  • Member of the Association of Internet Researchers - developing insights on the future of AI-powered ticketing and escalation systems.
  • Active participant in the IEEE Computer Society - focusing on advancing networking technologies and disaster recovery strategies.
  • Enrolled in SANS Institute programs to build expertise in network security and latency troubleshooting.
  • Contributing member of the OpenStack Foundation - continuously learning and leveraging cloud technologies for enterprise solutions.

Certifications

  • American Academy of Financial Management (AAFM)
  • Certified Kubernetes Administrator (CKA)
  • Microsoft Office Specialist (MOS)
  • AWS Certified Solutions Architect – Associate
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified: Azure Solutions Architect Expert
  • Certified Ethical Hacker (CEH)
  • Python Institute: PCEP – Certified Entry-Level Python Programmer
  • AWS Certified DevOps Engineer - Professional
  • CompTIA A+ Technician

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