PROFESSIONAL SUMMARY
Analytical and resourceful IT Systems Support Analyst with 10+ years of experience in technical support, web development, and network troubleshooting. Demonstrated ability to provide effective customer support, resolve system issues, and manage network environments. Proficient in diagnosing, troubleshooting, and resolving software and hardware problems across multiple operating systems. Eager to contribute to a dynamic IT team and further develop skills in system support, issue resolution, and technical documentation
CORE COMPETENCIES
- Systems Support & Troubleshooting: Proficient in troubleshooting, reproducing, diagnosing, and resolving user reported technical hardware and software problems across various platforms, including Windows, MacOS, Linux, iOS, and Android.
- Network Configuration & Support: Expertise in network setup and administration using Active
- Directory and Group Policies, Hyper- V Virtualization, VPN configuration, and troubleshooting network connectivity issues.
- Operating Systems & Software: Experienced with Windows, Windows Server, MacOS, Linux, Microsoft Office Suite, CRM, Salesforce, HubSpot, VMWare, Virtual Box, Adobe, Oracle, and many other business and enterprise software solutions.
- Customer Service & Communication: Excellent verbal and written communication skills with a focus on building trustworthy relationships and delivering efficient technical support to users both electronically and in person.
- Web Development: Skilled in maintaining websites using CMS platforms such as WordPress, Shopify, Webflow, and Squarespace, and ensuring responsiveness and optimal user experience across devices.
- Technical Documentation: Adept at creating and maintaining clear and concise technical documentation for internal and external use.
PROFESSIONAL EXPERIENCE
MSP (2013-2024)
IT Support Analyst
- Provided first-level technical support via phone, email, and chat, achieving a 95% first-call resolution rate for software and hardware issues.
- Diagnosed and troubleshot network connectivity issues, including VPN configurations and firewall issues, resulting in a 25% reduction in network downtime.
- Maintained detailed records of customer interactions, issues, and resolutions in CRM systems, ensuring accurate reporting and tracking, which improved customer satisfaction scores by 15%.
- Collaborated with the technical team to create a comprehensive knowledge base, which reduced average ticket resolution time by 20%.
- Applied best practices to improve service delivery, consistently meeting or exceeding KPIs related to response time and customer satisfaction (maintained a 97% satisfaction rating across support interactions).
Junior Web Developer (2014-2024)
- Developed and maintained websites and web applications with clean, efficient code, ensuring adherence to project requirements and industry standards, with a 100% on-time project completion rate.
- Demonstrated proficiency in HTML, CSS, Tailwind CSS, Bootstrap, JavaScript, and Vue.js, improving page load times by 30% and enhancing overall performance.
- Collaborated with designers and project managers to implement responsive designs, ensuring an optimal user experience across all devices, contributing to a 15% increase in user engagement.
- Performed testing, troubleshooting, and optimization of websites for performance and functionality, leading to a 20% reduction in reported user issues.
- Utilized CMS platforms such as WordPress, Shopify, Webflow, and Squarespace to manage client websites, ensuring timely updates and achieving a 98% client satisfaction rate.
- Maintained technical documentation to facilitate future development and system enhancements, reducing onboarding time for new team members by 25%.
CERTIFICATIONS
- CompTIA A+
