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Skills

  • Data migration and backup verification
  • Strong documentation and technical writing skills
  • Advanced end-user support and training
  • Proficient in VPN configuration and troubleshooting
  • Managing escalated support tickets to resolution
  • Experience managing service-level agreements (SLAs)
  • Proficient in ticketing systems like procedure
  • Knowledge of endpoint security solutions
  • Configuration of network equipment, including routers and switches
  • Knowledge of SQL for database troubleshooting

Work Experiences

  • Collaborated with engineering teams.
  • Delivered weekly performance analysis reports to management, identifying opportunities to cut operational costs by $13 annually.
  • Delivered training and mentorship for new hires.
  • Designed new support protocols.
  • Configured VPN and remote access setups.
  • Designed and conducted user workshops on Salesforce solutions, improving technical proficiency and reducing escalations by 72%.
  • Created user guides.
  • Deployed systems across 18 sites.
  • Coordinated with cross-functional teams.
  • Authored technical support documentation and user guides, reducing repeat service requests by 45%.

Summaries

  • Addressed escalated issues.
  • Deep experience in training and mentorship.
  • Detail-oriented documentation specialist, reducing the frequency of recurring tickets by authoring clear and comprehensive troubleshooting steps for escalated issues.
  • Contributed to system reliability improvements.
  • Consistently identified opportunities for improvement.
  • Advanced problem-solving abilities, specializing in recurring issue resolution and root cause analysis, with 9 years of expertise in minimizing downtime across large network environments.
  • Achieved a 40% reduction in incident recovery time.
  • Advanced problem-solving abilities.
  • Accomplished in disaster recovery planning and implementation, ensuring minimal downtime across all support functions and achieving a 47% reduction in incident recovery time.
  • Deployed cost-cutting IT solutions.

Accomplishments

  • Designed and implemented a proactive monitoring solution using process, cutting server downtime by 64% over three years.
  • Led the third-tier resolution effort for escalated VPN and connectivity issues, achieving a 83% reduction in average resolution time.
  • Delivered ongoing training and mentoring to junior IT staff, reducing error rates across ticket handling by 39%.
  • Successfully implemented a patch management system for 9 servers, reducing security vulnerabilities by 75%.
  • Identified recurring technical issues and contributed to system improvement strategies, decreasing volume of tier III tickets by 79%.
  • Provided Tier III troubleshooting support for category, resolving complex issues and reducing escalated tickets by 71%.
  • Led the implementation of enterprise-level endpoint security for 3 devices across multiple locations, reducing security incidents by 50% in the past year.
  • Supported on-site and remote troubleshooting for 10 users, leading to a 63% increase in user satisfaction.
  • Developed a knowledge base and training resources that decreased new technician onboarding time by 16 days.
  • Assisted with company-wide security audits and remediations, ensuring compliance standards were met in 2022.

Affiliations

  • Certified Information Systems Security Professional (CISSP) - 2018
  • Sought-after mentor in Troubleshooting Techniques at SystemPro Certification Programs (2023)
  • Volunteer Instructor in Basic IT Skills at framework (2021)
  • Involved in the Cybersecurity & Infrastructure Security Agency (CISA) training program
  • Affiliated with the Systems Reliability Engineering Academy (2020 - Present)
  • Contributor, TechSoup Network for IT professionals focusing on gap areas
  • Affiliate of Microsoft Azure Fundamentals (MAF) Group, focusing on cloud services
  • Completed training under the Global Information Assurance Certification (GIAC) program
  • Member of the Project Management Institute (PMI) with a focus on technical delivery (2015)
  • Enrolled in Active Directory Management Excellence Program (2020)

Certifications

  • Certified Software Asset Manager (CSAM)
  • Certified Wireless Networking Professional (CWNP)
  • Certified Service Desk Manager (CSDM)
  • GIAC Certified Enterprise Defender (GCED)
  • Microsoft Certified: Azure Security Engineer Associate
  • Certified Cisco Collaboration Professional (CCNP Collaboration)
  • Microsoft Certified: Solutions Expert (MCSE) in Cloud Platform and Infrastructure
  • Apple Certified Support Professional (ACSP)
  • Certified Ethical Hacker (CEH)
  • Microsoft Certified: Azure Administrator Associate

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