Professional Summary
Dynamic and results-driven IT Systems Engineer with over four years of technical support experience, complemented by 15+ years in administrative and customer service roles. Adept at troubleshooting hardware and software issues, optimizing system performance, and enhancing workflow efficiency. Proven ability to manage executive operations, coordinate cross-functional teams, and streamline administrative processes in fast-paced environments. Committed to delivering top-tier customer service and technical excellence.
Professional Experience
MSP (2020-Present)
IT Systems Engineer
- Provide expert troubleshooting and resolution for PC hardware, printers, and peripheral devices.
- Diagnose and resolve network issues involving routers, firewalls, and access points.
- Support Microsoft desktop operating systems, Active Directory domains, and various business applications.
- Maintain up-to-date documentation of client networks and software configurations.
- Conduct monthly network reviews, including event log analysis and backup verification.
- Assist in hardware and software installation projects, ensuring seamless implementation.
- Deliver exceptional client support via phone and email, ensuring timely issue resolution.
- Proactively pursue industry certifications to stay ahead of evolving technologies.
Machinery Company (2016-2020)
Executive Assistant
- Provided high-level administrative support to the Vice President of Cutting Tool Sales and Director of Marketing.
- Managed executive calendars, scheduled meetings, and coordinated conference calls.
- Generated and distributed critical business reports on a daily, weekly, and monthly basis.
- Led trade show preparation, ensuring seamless logistics and marketing coordination.
- Served as IT liaison, troubleshooting office equipment and resolving technical issues.
- Maintained customer databases, controlled inventory, and managed vendor communications.
- Handled travel arrangements, expense reporting, and budget reconciliations.
Ford (2001-2015)
Customer Service Desk Supervisor & Head Billing Coordinator
- Supervised and trained customer service representatives, enhancing team performance.
- Managed scheduling for sales and receptionist staff, ensuring smooth daily operations.
- Oversaw vehicle key distribution, monetary transactions, and customer relations.
- Directed billing operations, ensuring accurate account management and client invoicing.
- Coordinated nationwide vehicle delivery schedules and licensing processes.
- Built and maintained strong client relationships to drive customer satisfaction.
Certifications & Technical Skills
- Certifications: CompTIA ITF+, MCC Security Training
- Technical Proficiency: ConnectWise/Labtech, Microsoft O365 & Azure, Google Suite, Syteline CRM, Endicia (USPS Software)
