Possess 10+ years in the IT application and hardware field. Experience with the escalation of TCM, ticketing management system. Network administration, support, and maintenance of Microsoft Windows server infrastructure, including cloud-based solutions (Office 365, Azure, etc.). Configuration and maintenance of backup and disaster recovery solutions. Diagnoses and repairs network hardware and software problems for all departments. Policies, procedures, and protocols for network and computer maintenance, operation, purchases, and use. Performs special projects assigned by supervisor or manager. Exhibit critical thinking and creative critical skills through the root causes of issues to present solutions and recommendations, identify options, Enthusiastic in the technical field I'm eager to contribute to team success through hard work, attention to detail, and excellent organizational skills. Motivated to learn, grow and excel in all areas. Versed in both on-site and remote support, experienced offering support for users at various levels.
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- Managed infrastructure upgrades, analysis, and resolution of end-user hardware and software issues, engaged in mobile, tablets, pc deployment support, and configuration
- Controlled development of test areas, systems test data, and testing methods before implementing new systems implementation of resources to support in-person and virtual engagements.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution
- Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution
- Resolved common user concerns by utilizing preset issue resolution scripts
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies
- Identified system hardware, network infrastructure, and connectivity issues that prevented users from executing their tasks.
- Engaged in user support interactions via telephone, chat, and email platforms
- Modified existing software to correct errors, adapt to new hardware, and improve performance.
- Drafted comprehensive reports for logging and document bugs and design flaws.
- Created plans and communicated deadlines to ensure projects were completed on time
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Resolved problems, improved operations, and provided exceptional service
- Boosted network, system, and data availability and integrity through preventive maintenance and upgrades
- Leveraged ticket tracking system to prioritize, track and document problem resolutions to identify any critical issues for future references.
- Performed software application and disaster recovery testing to guarantee business readiness following fail-overs
- Created, delivered, and maintained scalable system architecture to support high availability for internet sites with various internal applications.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
- Activated accounts for clients interested in new services
- Tracked computer equipment, peripherals, and network servers via master documentation in Excel
- Configured hardware, devices, and software to set up workstations for employees
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Monitored and repaired audio, video, control systems, and video conferencing equipment.
- Provided troubleshooting techniques in integrating professional audio/video systems.
- Assisted with office relocations, including breakdown and reimplementation of AV equipment at new locations, verifying operations, and correcting setup issues.
- Maintained continuous knowledge of current and newly developed industry technology, making proactive suggestions to improve AV offerings and strategies.
- Backup and recorded up to 5 live meetings per day for internal stakeholders for New York times remotely from new york to Seattle servers while listening in meetings for any audio interruptions.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
Network plus
security Plus
windows 10
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Resume Overview
School Attended
- Wentworth Institute of Technology
- Florida FIU
Job Titles Held:
- Desktop/Application Support
- Application Support Analyst
- Technical Support Specialist/Team lead
- Av-Vc Technician
Degrees
- Bachelor of Arts
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