Visitor Count: Loading...
Objective
Prior customer service experience has created a great foundation for teamwork, attention to detail, and the continued drive to learn more. Working quickly and accurately, while ensuring proper execution, has helped me to excel in the past and present due to my attention to detail and overall mindset. Enthusiastic communicator that works well in teams. Looking to further my knowledge and career in the IT industry by continuing to learn and expand my knowledge at every opportunity. Self-starter with a drive toward bettering myself and those around me.
Work Experience
IT Support Associate II | Amazon.com - Skokie, IL
Mar 2021 - Present · 3 yrs 6 mos
- Monitored and maintained network and server infrastructure across sites, ensuring 99% uptime.
- Implemented network improvements during peak seasons, enhancing operational readiness by 20%.
- Led the installation and configuration of Juniper/Cisco firewalls, core switches, and wireless access points across multiple facilities.
- Facilitated the rollout of Cisco SDN.
- Conducted, created, and improved Change Management forms for updating, replacing, and performing maintenance
on production environments.
- Maintenance of all hardware equipment involving Zebra thermal printers, thin clients, scanners, and computer systems.
- Configuration and provisioning of Windows and Linux Laptops and thin clients.
- Identifying root cause of hardware, software, and network related issues.
- Ownership of various projects, audits, and site build tasks.
- Assisted on site builds in 4 locations within Illinois.
IT Manager | Highland Ventures LTD - Glenview, IL
Jun 2020 - Mar 2021 · 10 mos
- Managed a team of 6 IT professionals, driving an 18% increase in team efficiency and tickets resolved.
- Streamlined support processes when transitioning to hybrid work environment, reducing ticket resolution times by 27%.
- Oversaw hardware and software deployments for 700+ sites, ensuring seamless operations.
- Collaborated with developers to identify and resolve software bugs, leading to an improvement in software stability.
- Hiring, management and evaluation of staff and resources.
- Routinely provide data analytics on ticket management to company Director of IT.
- Explained technical information in clear terms to non-technical individuals and C-suite executives to promote better understanding.
- Processed 200+ support requests weekly.
- Helped streamline repair processes and update procedures for support action consistency.
- Documented installation/troubleshooting processes on multiple company systems for company knowledge base.
- Managed multiple projects with finite deadlines.
Tier 1 Technical Support | Highland Ventures LTD - Glenview, IL
Apr 2019 - Jun 2020 · 1 yr 3 mos
- Provided frontline technical support to 700+ locations, achieving a 99% customer satisfaction rate.
- Diagnosed and resolved hardware/software issues, reducing downtime.
- Assisted in emergency server migrations, ensuring minimal impact on business operations.
- Assist users by answering questions and using critical thinking to solve problems involving their use.
- Perform troubleshooting with a variety of technologies, including Cisco routers, and Linux servers.
- Log and track calls using a web-based ticketing system.