White Glove MSP Level 1.5 / High-Touch Client Support

EDUCATION

BS in Computer Science

WORK EXPERIENCE

MSP in Chicago (2022-Present)
Systems Engineer

Provided expert technical support to over 50 businesses, resulting in a 95% customer satisfaction rate and a 20% increase in contract renewal rates. While providing client data security.
Developed customized IT solutions for medical facilities allowing them to maintain HIPPA compliance, while also resulting in a 40% increase in efficiency and a decrease in downtime by 25%.
Provided on-site troubleshooting support for several hotels, maintaining an average response time of less than one hour and achieving a customer satisfaction rate of over 95%, and PICA compliance

IT Company (2021-2022)
Hardware Technician

Conducted thorough maintenance and upgrades on 250+ computer systems in a high-pressure manufacturing environment, resulting in a 98% decrease in system downtime.
Coordinated with cross-functional teams to identify and replace faulty hardware components, reducing repair time by 60% and saving the company $50K annually.
Implemented strict inventory control protocols for computer hardware parts, resulting in a 35%
reduction in excess inventory and an annual cost savings of $25K.

Counseling Services (2017-2022)
IT Consultant

Negotiated pricing agreements with top electronics stores resulting in an average cost savings of 15%
on equipment and software purchases for clients.
Facilitated training sessions on new software updates and hardware installations for over 25 employees, improving overall operational efficiency by reducing IT support requests by 30%.
Managed the implementation of industry compliance standards for the client, resulting in a 100% pass rate during audits and increasing client loyalty by 25%.

SKILLS & INTERESTS