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Skills

  • Supervision
  • Testing and evaluation
  • Hands-on experience with system or similar platforms
  • Initiative component repair
  • Project organization
  • Hand tool knowledge
  • MS Office
  • Process improvement
  • Team building
  • Safety and compliance

Work Experiences

  • Configured and tested metric systems.
  • Decreased response times from one year to the past year.
  • Contributed to a 45% increase in closed deals.
  • Customers were given an explanation of the diagnostic findings as well as repair or service options.
  • Oversaw the training procedures for the maintenance team in order to ensure that they met company standards.
  • Collaborated with the sales team.
  • Collaborated with the sales team to offer technical insights during client presentations, contributing to a 70% increase in closed deals.
  • Created standard operating procedures for field technicians.
  • Collaborated with senior engineers.
  • Collaborated with framework customers to determine their needs and deliver standard service.

Summaries

  • Collaborated on mobile support platforms.
  • Data-driven Field Support Technician.
  • Within Telecommunications and Wireless, senior Field Support Technician and outstanding performer in client relations and strategic planning.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Consistently resolved high-priority incidents within 12 hours.
  • Collaborative Field Support Technician.
  • Strengths in risk assessment and data analysis backed up by Telecommunications and Wireless training.
  • Crafted and enhanced technical documentation.
  • Costs were consistently reduced while profits were increased.
  • Service Technician with 6 years of experience in maintenance, troubleshooting, and repair, as well as an aptitude for client relations.

Accomplishments

  • Diagnosed, repaired, and replaced system components onsite, bringing operational failure rate down by 69%.
  • Addressed and resolved technical incidents related to system, expediting solutions within several months to support uninterrupted operations.
  • Resolved product issue through consumer testing.
  • Trained 14 staff on proper use and maintenance of process, reducing future support ticket volume by 74%.
  • Supported the rollout of Adobe Creative Suite upgrades to 9 locations, ensuring a smooth transition with minimal disruption to user operations.
  • Provided preventive maintenance on standard hardware, extending device lifecycle by 54% beyond warranty coverage.
  • Installed and configured Asana software across 18 workstations, resulting in a 55% reduction in input errors and operational delays.
  • Developed and maintained detailed Standard Operating Procedures (SOPs) for troubleshooting protocols, resulting in 39% faster incident resolution times.
  • Configured wide area network (WAN) solutions for remote sites, reducing latency issues and cutting data transfer times by 73%.
  • Assessed the health and performance of hardware within one year, recommending proactive replacement to avoid critical failures.

Affiliations

  • National Society of Black Engineers (NSBE) Membership
  • American Society of Safety Professionals
  • Telecommunications Industry Association (TIA) Participant
  • IEEE Membership - Computer Society
  • Certified Cisco Network Associate (CCNA)
  • Lions Club
  • Cloud Security Alliance (CSA) - Affiliate Member
  • Association for Field Service Management (AFSM) International
  • Certified AWS Cloud Practitioner from Amazon Web Services
  • Infragard Member Alliance - Cybersecurity and Infrastructure Sector

Certifications

  • CompTIA Server+
  • Juniper Networks Certified Associate (JNCIA)
  • CompTIA A+ Technician
  • Certified Wireless Network Administrator (CWNA)
  • Microsoft Certified: Identity and Access Administrator Associate
  • Cisco Certified Network Associate (CCNA)
  • Cisco Certified Internetwork Expert (CCIE)
  • HP Accredited Platform Specialist Certification
  • First Aid/CPR Certified
  • Certified Information Security Manager (CISM)

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