Professional Summary
Analytical and adaptable IT Support Specialist with 9+ years of experience in desktop support, help desk analysis, network support, Linux, and Windows administration. An expert in Cisco products and protocols to diagnose, troubleshoot, and resolve network performance issues. Skilled in leading and mentoring IT teams to build customer-focused and result-oriented teams. A top performer with a proven history of achieving 98% user satisfaction ratings at 5Q Partners for efficient support service delivery.
Work Experience
MSP (2022-Present)
Client Advocate
- Increase client satisfaction rating by 3% by leveraging IT subject matter expertise to deliver remote helpdesk and on-call support for 200+ employees
- Minimize downtime by delivering onsite support for software, hardware, and networking across 7 client office buildings to ensure business continuity
- Streamline processes by identifying, reviewing, and writing technical, departmental, and Service Desk guidelines and operating procedures to standardize operations
- Enhance system security by collaborating with 4 technicians on network audits and remediation strategies to address vulnerabilities for 7 commercial real estate properties
- Improve asset tracking and management by developing and implementing inventory processes at client locations to align with operational needs
Hospital (2022-Present)
Help Desk Analyst
- Maintained 84% first contact resolution rate by resolving hardware and software-related issues for 29,000 internal users
- Decreased average handle time by managing 100+ tickets from initiation to completion monthly, achieving timely resolution
- Enhance team productivity by coordinating ticket escalation and cross-team collaboration to achieve service-level agreements
Managed Services (2019-2022)
Lead IT Engineer
- Supervised and guided a team of 3 technicians, resolving 30+ IT tickets daily for 40+ clients to meet productivity goals
- Mitigated downtime risks by installing and maintaining disaster recovery solutions to enhance operational resilience
- Guaranteed operational efficiency by tracking and documenting hardware and peripheral inventory for up-to-date records
Food Brand (2019-2019)
Service Desk Technician
- Resolved 15+ hardware, software, and network issues daily by providing first-level technical support to 50+ end-users
- Boosted system performance by 5% by installing, configuring, and repairing computer hardware and software issues, optimizing reliability
- Optimized network performance by diagnosing and troubleshooting LAN, WAN, and system problems for efficient network connectivity and functionality
Industrial Tech Company (2018-2019)
Service Desk Analyst II
- Trained 5+ Junior Service Desk Analysts on troubleshooting techniques, customer service, and internal systems, improving response time and service quality
- Handled escalated technical issues by applying advanced problem-solving skills to resolve complex challenges
- Created technical documentation through collaboration with 2 senior support engineers, enhancing support team efficiency
IT Company (2017-2018)
IT Technician
- Addressed 25+ support tickets daily by identifying, diagnosing, and resolving problems for 150+ end- users to drive reliable operations
- Reduced IT support costs by $100K annually by leveraging collaboration tools to set up and configure end-user PC desktop hardware, software, and peripherals remotely
- Performed repair and maintenance for PC desktop hardware and peripherals outside of third-party vendor support to eliminate dependence on external contracts
Healthcare (2016-2017)
Associate Desktop Engineer
- Championed continuous improvement by supporting the implementation of internal business processes to advance operational efficiency
- Advanced system reliability by 100% by executing testing and delivery of patches and product releases to enhance system stability
- Lowered issue recurrence rate by 5% by analyzing problematic trends in infrastructure environments to develop resolutions
Skills
Hardware and Software Maintenance, System Administration, Root Cause Analysis and Problem-Solving, Inventory Management, Documentation, System and Network Security, Team Leadership, Research, Customer Service, Interpersonal, Oral, and Written Communication
Technologies
- Operating Systems: Windows, Mac OS, Linux
- Productivity and Collaboration Tools: Office 365 (Exchange, Teams, SharePoint, OneDrive)
- Service Management and ITIL Tools: ServiceNow, ConnectWise, Cherwell
- Telephony and Communication Systems: Allworx (VoIP solutions)
- Directory and Identity Management: Active Directory, Windows, Cisco Systems Administration
- Network Troubleshooting and Support: Wireshark, Cisco protocols, VLANs, DNS, DHCP, VPNs
- Security and Penetration Testing Tools: Kali Linux, Metasploit, Burp Suite
- Scripting and Programming: Python, Bash
- Virtualization and Remote Access: Citrix, VMWare
Education
- Associate of Science in Business Administration
Certifications
- Cybersecurity and Network Security Certification
