IT TECHNICAL SUPPORT ANALYST
-QUALIFICATIONS PROFILE-
Multifaceted, goal-driven, and results-oriented professional, offering comprehensive experience in business and technical analysis, project scope and scheduling, and staff supervision. Adept at developing and driving various innovative programs; implementing process improvement strategies; analyzing and resolving issues; and improving overall staff performance. Effective at building relationships and collaborating with all levels of the organization.
-CORE COMPETENCIES-
Virtualization Remote Support
Troubleshooting and Escalation Management
Leadership and Organization
System and Process Management
Data Management (Backups/Recovery)
Server Management & Administration
Planning, Scheduling and Budgeting
-TECHNICAL ACUMEN-
Active Directory
Citrix and RDS Environments
Vivantio and Manage Engine Service Desk Portal
AD Auditing
Malwarebytes
Sophos Antivirus
Backups Setup and Management
Microsoft Office Suite
Window 10
SolarWinds
-RELEVANT EXPERIENCE-
OXYGEN LTD. – BERMUDA
Technical Support Engineer 2018–Present
Incident response, root cause analysis, and solutions delivery to drive customer satisfaction.
Active Directory account, system and policy management;
Physical and virtual server and desktop maintenance, support and troubleshooting;
Troubleshooting of software, hardware, and network issues;
Facilitated hands-on training to staff on system software, virus prevention, and cyber awareness.
During my time at Oxygen, my technical proficiency enabled my secondment to Bermuda Civil Aviation Authority where I performed the tasks listed below:
Managed projects to migrate their Ticketing system and Network/Application monitoring system onto new platforms; moved, rewired, and rebuilt the computer room to a new patch panel and racked servers
Managed infrastructure, including switches, routers, and servers;
Liaised with external vendors for computer hardware and application ordering;
Coordinated with contractors for technical support requirements;
Filled in when the Technology manager was absent.
SECURITY ASSOCIATES –BERMUDA
Supervisor 2017–2018
Started as a security guard and was promoted into a supervisory position where I had responsibility for a team of four security guards; oversight of scheduling; customer liaison; management reporting, incident reporting and performance evaluations.
SPARTA PC SOLUTIONS – LAKEWOOD, WA
Self-Starting Entrepreneur 2016–2018
Carried out various clerical duties and financial functions of the business, while efficiently dealing with all legal issues.
Served as local data recovery specialist, media & marketing resource, website creator, and IT solutions designer
Implemented LAN & NAS solutions, created and maintained desktop images, managed Active Directory & server platforms
CLOVER PARK TECHNICAL COLLEGE – LAKEWOOD, WA
System Administrator, Paid Internship 2014–2016
Responsible for delivering system uptime, planning & system configuration for optimal performance;
Managed security requirements to identify and remediate vulnerabilities;
Managed requirements for all campus computers; responsible for the imaging, support & repairs
UNITED STATES ARMY – LAKEWOOD, WA
Ammo Team Chief, Active Duty 2010–2013
Carried out Specialist duties responsible for overseeing a team of three; inventory management, coordinating & liaising with Lieutenants for equipment required.
-OTHER WORK EXPERIENCE-
ZONES, INC. – AUBURN, WA
Inside Account Executive 2016–2017
ARMY NATIONAL GUARD – SEATTLE, WA
Non-Commissioned Officer | Crew chief 2013–2016
-EDUCATION-
Associate’s Degree in Applied Technology in Computer Networking and Information Systems Security: 2016
Clover Park Technical College – Lakewood, WA
Phi Theta Kappa ~ Honor Society, public relations Officer
-PROFESSIONAL DEVELOPMENT-
Courses/Training:
Leadership Training
Advanced Medical Training
Server Migrations/ Maintenance
Inventory Management
Cisco Network Maintenance and Troubleshooting
Firewall, Desktop Administration and Troubleshooting
Virtualization
Office 365 Account Provisioning/Account Management
Windows Server 2008-2016
Certification
Microsoft Certified Professional (MCP) Certification | Test Out A+/ Network + Certified
-AWARDS AND HONORS-
Army Commendation Medal
Army Service Ribbon
NATO Kosovo Medal
Afghanistan Campaign Ribbon/Medal
Global War on Terrorism Ribbon/Medal
National Defense Service Ribbon/Medal
Army Overseas Ribbon
Army Achievements Ribbon (2)
Armed Forces Ribbon
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