EDUCATION
Bachelor of Science Information Technology
Private University December 2019
PROFILE
Well-rounded Technical Support Specialist and Microsoft Developer, good knowledge of web applications, certified on many computer languages and proud recipient of the Microsoft’s Customer Hero Award.
EXPERIENCE
Managed Service Provider | Project Technician (On Site) | June 2023 – Present
- Proficiently installed and mounted televisions and monitors for clients.
- Installation and maintenance of IT and dental equipment, such as firewalls, servers, sensors and switches for over 100 offices, ensuring minimal downtime and maximum productivity.
- Maintenance of technology equipment usage reservations on a daily, weekly, and monthly basis, ensuring efficient use of resources.
- Coordinated the execution of office IT onboarding and expansions.
- Collaborated with clients to understand their specific requirements and provided recommendations for optimal viewing angles and locations.
- Conducted post-installation testing to guarantee functionality and customer satisfaction.
- Administer and maintain Windows and Linux server environments, ensuring optimal performance and security.
- Implement and manage Active Directory, Group Policy, and user account administration.
- Conduct regular system monitoring, performance tuning, and troubleshooting to minimize downtime.
- Collaborate with cross-functional teams to plan and execute system upgrades and migrations.
- Implement and maintain backup and disaster recovery solutions to ensure data integrity and availability.
- Provide technical support to end-users, addressing hardware and software issues promptly.
- Manage virtualized environments using Hyper-V, ensuring efficient resource utilization.
School District | Area Technical Specialist (Hybrid) | July 2022 – June 2023
- Technical support for multiple campuses in the Public School District,
- Prompt response to daily help desk tickets for computer, copier, printer, projector, and stage equipment issues.
- Maintenance of IT and office equipment for 200 staff members and 2000 students, ensuring minimal downtime and maximum productivity.
- Installation and update software on over 300 computers, keeping them running smoothly and securely.
- Maintenance of technology equipment usage reservations on a daily, weekly, and monthly basis, ensuring efficient use of resources.
- Maintenance an accurate and up-to-date inventory of all IT equipment for Public School District.
- Maintain an organized and well accounted work environment.
- Regularly auditing and updating records, ensuring that it matches with physical inventory.
Microsoft | Developer Support Engineer (Remote) | Feb 2020 – Nov 2021
- Received the prestigious Microsoft Customer Hero Award in recognition of exceptional customer service and support provided to a customer. Granted based on consistently going above and beyond expectations.
- Resolving an average of 20-30 enterprise-level complex customer issues per week related to Microsoft browsers.
- Utilizing Process Monitor and Fiddler, troubleshoot problems related to authentication, proxies, certificates, and policies.
- Achieving a 100% success rate in resolving these issues within the expected timeframe, exceeding the department’s target.
- Providing expert assistance to enterprise customers for troubleshooting, diagnosing, and resolving issues related to ASP.NET applications, particularly those hosted in an IIS environment.
- Leveraging tools such as DebugDiag, WinDbg, and memory dumps to conduct in-depth reviews of code and identify the root causes of issues, resulting in improved application performance and customer satisfaction.
- Assisting enterprise customers in optimizing their web applications for maximum performance and scalability.
- Monitoring and responding to an average of 30-40 inquiries per day related to Microsoft web browsers and web apps on MSDN, with a focus on ensuring prompt and effective resolution.
- Achieving a response time of less than 24 hours for 95% of inquiries, exceeding the department’s target of 48 hours.
SKILLS
C, Java, SQL, JavaScript, HTML, CSS, PHP, ASP.NET, C#, Visual Studio, NetBeans, Brackets, Azure Portal, Azure DevOps, Windows Server, Linux, DebugDiag, WinDbg, Git, Agile/Scrum, Unifi. Communication, problem-solving, adaptability, teamwork, resourcefulness, curiosity, interest in helping others, and creativity.
