It Support Specialist

DONNA ROAD, DOUGLASVILLE, US, ***** •

**************@*****.*** • 619-***-****

ANDRE PERSON

IT Support Specialist

PROFESSIONAL SUMMARY

IT Support Specialist with extensive expertise in system administration, network engineering, and help desk management. Demonstrates strong skills in troubleshooting, technical support, and team leadership, leveraging a comprehensive knowledge of Office 365, server management, and IT security. Committed to fostering a collaborative environment to enhance team performance and deliver exceptional technical solutions. EMPLOYMENT HISTORY

IT SUPPORT SPECIALIST Mar 2020 - Jun 2024

Tazergy Woodstock, GA

HELP DESK MANAGER / NETWORK ENGINEER Jan 2018 - Feb 2019 Summit Hosting LLC Atlanta, GA

Resolve technical issues for Windows and Office users, ensuring swift problem resolution. Administer mobile device management, enhancing device security and connectivity. Guide peers in troubleshooting, fostering a collaborative and knowledgeable team. Maintain service desk metrics, achieving high customer satisfaction and efficiency. Deploy and configure IT equipment, supporting seamless technology integration. Deliver comprehensive IT support, troubleshooting complex issues across diverse platforms and devices, ensuring seamless operations and user satisfaction.

Optimize service desk performance by maintaining efficient ticket queues, adhering to SLAs, and consistently meeting key metrics for customer support excellence.

Mentor and coach peers on advanced software applications, enhancing team knowledge and improving overall support quality for critical business systems.

Implement creative solutions for hardware/software conflicts, network connectivity issues, and mobile device synchronization, minimizing downtime.

Foster strong relationships with customers and colleagues, practicing total contact ownership to resolve issues effectively and boost client satisfaction.

Streamlined IT support processes, reducing average ticket resolution time and enhancing overall system efficiency for Windows and Office users.

Led a team of 7 engineers in resolving technical issues, enhancing system reliability. Conducted performance reviews, fostering professional growth and team cohesion. Configured and implemented Kayako ticketing system, improving response efficiency. Managed ticket escalations, ensuring timely resolutions and customer satisfaction. Developed training program, streamlining onboarding and increasing team readiness. Oversaw triage and resolution processes. Implemented new ticketing system, improving response times and customer satisfaction.

Streamlined on-call schedule, enhancing team efficiency. Developed comprehensive check-in training program, boosting new hire productivity.

Revamped backup systems, ensuring data integrity and swift recovery. Introduced semi-annual reviews, fostering continuous improvement and skill development.

Managed escalations, leveraging cross-functional expertise for complex issue resolution. Cultivated team synergy, resulting in improved service quality.

Orchestrated ticketing system configuration, optimizing workflow. Conducted meticulous backup restores, minimizing downtime and data loss risks.

NETWORK ENGINEER Sep 2017 - Jan 2018

Summit Hosting LLC Atlanta, GA

HELP DESK MANAGER (WEST REGION) Jun 2015 - Sep 2017 Defense Acquisition University San Diego, CA

INTERIM HELP DESK MANAGER (WEST REGION) Jun 2014 - Jun 2015 Defense Acquisition University San Diego, CA

Managed 24x7 technical support, resolving complex network issues efficiently. Enhanced server operations and Active Directory, ensuring seamless connectivity. Communicated technical solutions to diverse user groups, improving user satisfaction. Led internal tech escalations, reducing resolution time and boosting team performance. Optimized server performance and streamlined Active Directory maintenance, enhancing system efficiency and user experience in high-volume technical support environment. Swiftly diagnosed and resolved complex client issues, significantly reducing resolution times and improving customer satisfaction in 24/7 technical call center.

Bridged communication gap between technical and non-technical users, fostering clear understanding and effective problem- solving across diverse user groups.

Demonstrated empathy and patience in handling frustrated users, turning challenging situations into opportunities for building strong client relationships.

Developed creative solutions for internal tech escalations, contributing to improved team efficiency and reduced downtime for critical systems.

Implemented robust server optimization strategies, enhancing system efficiency and user experience in high-volume technical support environment.

Managed virtual machines and servers, enhancing system efficiency and reliability. Led a team of 8, optimizing network operations across 5 West Coast sites. Implemented data backup strategies, ensuring data integrity and security. Streamlined ticket management, improving response times and user satisfaction. Developed SOPs and trained users, boosting technology adoption and proficiency. Pioneered SOP creation for user data migration and IT equipment management. Enhanced system efficiency through strategic VMware deployment.

Optimized regional ticket queue management, ensuring prompt issue resolution. Maintained critical data backups and fortified wireless network security.

Facilitated user training on cutting-edge technologies. Fostered team synergy between onsite and remote colleagues for seamless operations.

Meticulously configured and maintained diverse server infrastructure. Ensured precise documentation and adherence to IT best practices.

Spearheaded virtual infrastructure optimization, enhancing system reliability and performance across multiple West Coast sites.

Led cross-functional team to streamline ticket management, significantly improving response times and boosting user satisfaction rates.

Managed West Region IT systems, optimizing user access and security while overseeing Information Systems across multiple locations for enhanced efficiency.

Led 80+ user migrations, maintaining data integrity and system efficiency. Implemented network infrastructure at Hill AFB, optimizing connectivity. Configured 70+ computers, ensuring seamless deployment and operation. Oversaw Information Systems across multiple locations, managing active directory, user accounts, and network infrastructure deployment for enhanced operational efficiency.

Spearheaded office relocations and new setups, implementing cutting-edge IT solutions while ensuring seamless transition and minimal disruption to operations.

Led successful migration of 80+ users to new machines and operating systems, maintaining data integrity and improving system performance.

Proactively monitored network logs and resources, identifying and resolving issues to minimize downtime and boost productivity across the organization.

Designed and implemented controlled accessibility protocols, working closely with teams to enhance information system security and user manage.

SENIOR HELP DESK ANALYST Jan 2013 - Jun 2014

Defense Acquisition University San Diego, CA

HELP DESK SUPPORT ANALYST Oct 2011 - Jan 2013

Defense Acquisition University San Diego, CA

AVIATION BOATSWAIN’S MATE-FLIGHT DECK SUPERVISOR May 2005 - May 2009 United States Navy San Diego, CA

EDUCATION

MASTER OF BUSINESS ADMINISTRATION 2012 - 2013

Coleman University San Diego, CA

BACHELOR OF SCIENCE IN NETWORK SECURITY & COMPUTER NETWORKS 2009 - 2012 Coleman University

Graduated Summa Cum Laude

COURSES

A+ CERTIFICATION

CompTIA

Converted server room to data center, enhancing enterprise failover capabilities. Set up workgroups with 20+ computers, optimizing shared resource access. Managed video conferencing and telepresence, resolving connectivity issues. Configured keycard security system, ensuring campus safety. Maintained digital media systems, improving campus communication. Engineered standalone workgroups with seamless resource sharing, optimizing productivity for over 20 computers and peripherals across the organization.

Orchestrated flawless video teleconferencing, telepresence, and conference calls, ensuring seamless communication and troubleshooting technical issues promptly.

Maintained cutting-edge digital media boards and PDS systems, elevating information dissemination and enhancing overall campus communication infrastructure.

Provided expert troubleshooting for diverse AV equipment, fostering a tech-savvy environment and boosting productivity through seamless connectivity solutions.

Spearheaded video conferencing and telepresence initiatives, swiftly resolving connectivity issues and enhancing remote collaboration.

Managed help desk support, resolving technical issues for faculty and staff. Conducted hardware/software troubleshooting, enhancing system reliability. Assisted in office relocations, ensuring seamless transitions. Installed and configured IT equipment, optimizing user experience. Maintained IT security protocols, safeguarding data integrity. Streamlined IT support processes, enhancing system efficiency and reducing downtime for faculty and staff across multiple technology platforms.

Implemented comprehensive hardware and software troubleshooting strategies, resolving complex technical issues and minimizing productivity disruptions.

Spearheaded new office tech setups and relocations, ensuring seamless transitions and maintaining operational continuity for the organization.

Led and supervised a team of 20 personnel in daily maintenance and flight operations, ensuring efficient task management and seamless communication with supervisors.

Streamlined maintenance record creation and task management communication with supervisors. Oversaw engine operations for aircraft launches, contributing to mission success. Attained multiple qualifications including firefighting, flight deck operations, air warfare and sea warfare, enhancing versatility and safety protocols in critical situations. Optimized aircraft launch procedures through strategic engine operation, contributing to increased flight deck efficiency and mission readiness.

Fostered a cohesive work environment, facilitating seamless coordination between maintenance crews and flight operations teams for enhanced overall performance.

Spearheaded initiatives to optimize aircraft launch procedures. Anticipated operational challenges, implementing forward- thinking solutions for improved flight deck efficiency. NETWORK+ CERTIFICATION

CompTIA

MICROSOFT CERTIFIED PROFESSIONAL (MCP)

Microsoft

CompTIA Security+

SKILLS

Windows (Experienced), Office 365 (Experienced), VPN (Experienced), Network troubleshooting (Experienced), Mobile devices (Expert), Active Directory (Expert), VMware (Experienced), Server management (Experienced), Wireless networks (Experienced), Ticketing systems (Expert), Data backup (Experienced), IT security (Experienced), Project management (Experienced), Technical communication (Expert), Troubleshooting hardware (Expert), System integration (Experienced), Disaster recovery (Experienced). ADDITIONAL INFORMATION

MILITARY SERVICE

United States Navy

Aviation Boatswain's Mate-Flight Deck Supervisor (Honorable Discharge)

• Managed teams for operations and maintenance tasks

• Supervised 20 personnel in daily maintenance and flight operations

• Qualified in firefighting, flight deck operations, and air warfare

• Responsible for aircraft launch engine operations REFERENCES

Joseph Sayasane, Coleman University (**.********@*****.***, +1-858-***-****); Aaron King, Summit Hosting (*.*********@*****.***, +1-470-***-****).

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