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Skills

  • Enterprise-level client support under time constraints
  • Knowledge base creation and technical documentation
  • Advanced network diagnostics and troubleshooting
  • Endpoint security protocols installation
  • Quality assurance for software and hardware integrations
  • Hardware and software asset management
  • Incident Response and Escalation Management
  • Multitasking and managing competing service tickets
  • Network equipment configuration (e.g., routers, switches, firewalls)
  • Network vulnerability assessments and security implementation

Work Experiences

  • Decreased configuration errors by 61%.
  • Automated repetitive troubleshooting tasks.
  • Performed quality control inspections on all machines prior to shipping.
  • Acted as the subject matter expert for Microsoft Excel.
  • Acquired new networking tools.
  • Provided training to newly hired technicians, which resulted in significant improvements in performance and efficiency.
  • Created technical procedures to guide 6 help desk teams through complex diagnosis and repair processes, increasing resolution rates by 69%.
  • Assisted with advanced firewall troubleshooting.
  • Developed and maintained disaster recovery protocols for Tier III incidents, minimized downtime to less than 10 minutes across the company.
  • Achieved zero data loss.

Summaries

  • Efficiently managed a company-wide migration to secure mobile platforms, dramatically reducing instances of data leakage and unauthorized access.
  • Developed time-saving automation scripts.
  • Cross-functional collaborator.
  • Adept at managing Tier III technical escalations.
  • Client-focused Tier III Technician with a proven history of conflict resolution and maintaining a high satisfaction rate, even during high-stress situations.
  • Consistently reduced unresolved tickets by 69%.
  • Enhanced support team capabilities through mentorship.
  • Ensured a seamless transition.
  • Consistently achieved high client satisfaction.
  • Effective communicator.

Accomplishments

  • Coordinated the rollout of a multi-branch security audit program, identifying and resolving 60% of system vulnerabilities.
  • Managed deployment of Salesforce to streamline data access for 2 users, reducing workflow interruptions by 29% and boosting productivity.
  • Supervised the migration of 12 user accounts from legacy systems to Active Directory, ensuring full compatibility and data integrity.
  • Reduced repeat support tickets by 35% through the introduction of client-side diagnostics and self-help resources.
  • Configured network switches and routers across 13 sites, improving data flow and network stability with QuickBooks.
  • Provided technical support for Columbus-based enterprise users, achieving a 16% SLA fulfillment rate for all high-priority incidents.
  • Collaborated with compliance teams to ensure all system configurations met program certifications, maintaining a 40% security compliance rate.
  • Proactively managed relationships with IT vendors to secure favorable pricing for network upgrades, resulting in savings of $10.
  • Led the installation and testing of SAP, ensuring seamless integration across 9 locations and enhancing system performance by 22%.
  • Volunteered as a point of contact for escalated cases, successfully resolving 65% within departments’ target timeframe.

Affiliations

  • Leadership Role, Local Technical Support Forum (Denver, 2021)
  • Member, Help Desk Institute (HDI) (2022 - Present)
  • Liaison, Local Cybersecurity Professionals Meetup (Denver - 2017)
  • Volunteer, Coding Dojo IT Support Mentorship Program (2019 – 2020)
  • Affiliation, SANS Institute - Security Certification Training (2023)
  • Participant, Wireshark University Network Analysis Workshop (2017)
  • Membership, Information Systems Security Association (ISSA) (2022 - 2021)
  • Sponsorship, Security+ Study Group for Industry Professionals (2017)
  • Membership, CompTIA AITP Local Chapter (Atlanta, 2024 – Present)
  • Certification, EC-Council - Certified Network Defender (CND) (2018)

Certifications

  • Certified Virtualization Expert (CVE)
  • Certified Wireless Network Administrator (CWNA)
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • ITIL Foundation Certification in IT Service Management
  • Certified Network Defender (CND)
  • Zendesk Support Administrator Expert Certification
  • Microsoft Certified: Azure Administrator Associate
  • Red Hat Certified System Administrator (RHCSA)
  • MikroTik Certified Network Associate (MTCNA)

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