It Support Technical

OLGINE HIELD

**** ****** ****., **** **********, FL, 33312 • ***********@*****.*** • 954-***-****

Objective

Analytical and solutions-driven professional with a strong foundation in IT support, administrative operations, and process improvement. Skilled in identifying inefficiencies, analyzing data trends, and resolving discrepancies to support informed, strategic decisions. Adept at cross-functional collaboration, translating technical concepts for varied audiences, and aligning systems and tools with evolving business needs. Committed to driving efficiency, accuracy, and long-term organizational success through practical, data-informed solutions. Professional Experience

IT Assistant

GRAND BAHAMA PORT AUTHORITY, Freeport, GB

July 2022–June 2025

● Deliver technical support and system troubleshooting to enhance day-to-day operations and ensure compatibility and functionality of IT infrastructure.

● Analyze system usage and performance data to recommend process enhancements and align with evolving technology demands.

● Maintain detailed records and generate reports for performance tracking, including key operational and system metrics.

● Create and maintain Standard Operating Procedures, ensuring compliance with policy, security protocols, and process documentation standards.

● Serve as a liaison between technical staff and department users, enhancing user support, communication, and satisfaction.

● Collaborate with cross-functional teams on the implementation of new technology tools and upgrades. Business Support Manager

GLOBAL TECH SYSTEMS., Freeport, GB

June 2020–June 2022

● Led the implementation of 15+ QuickBase applications, streamlining digital workflows and reducing operational time by 30% and overall costs by 20%.

● Managed the Monitoring and Surveillance Department, ensuring continuous oversight of operations, adherence to protocols, and rapid response to security events.

● Led recruitment efforts, conducted performance evaluations, and developed employee training programs, resulting in a 20% boost in team productivity and engagement.

● Created comprehensive policy documentation, user guides, and procedural workflows to ensure regulatory compliance and operational consistency.

● Collaborated with senior leadership to perform strategic business analyses, supporting data-driven decision-making and process improvement.

Operations Manager

CONNECTIVA LTD/MOBILE GO, Freeport, GB

May 2018–September 2019

● Led data evaluation and business analysis to identify performance gaps and create reports for executive decision-making.

● Formulated marketing and service strategies, directly increasing client retention and operational scalability.

● Oversaw system inventory management, quality control, and reporting procedures to ensure alignment with service standards.

● Served as a cashier, managing daily transactions and maintaining accurate financial records.

● Reconciled accounts using QuickBooks to ensure accuracy in billing, vendor payments, and financial reporting.

● Provided technical support to customers and kiosk machines, resolving issues promptly to maintain high service quality.

Education

Associate of Science in Computer Science

SUCCESS TRAINING COLLEGE, Freeport, GB

August 2007–July 2011

High School Diploma

SEAGULL SCHOOL, Fort Lauderdale, FL

August 1999–June 2001

Additional Skills

● Hardware and Software Installation

● Basic Hardware Repairs

● Remote Desktop Support

● Wired Network Installation and Troubleshooting

● Operating System Configuration (Windows 10/11)

● Active Directory

● QuickBase

● QuickBooks

● Microsoft Office Suite

● System Integration and User Support

● SOP Development and Policy Compliance

● Technical Documentation and Reporting

● Administrative and Operational Coordination

● Data Evaluation and Performance Metrics

● Report Writing and Dashboard Creation

● Process Improvement and Workflow Optimization

● Identifying Irregularities and Supporting Audits

● Cross-Functional Team Collaboration

● Presenting Technical Information to Non-Technical Users

● Communication and Stakeholder Support

● Understanding of Security Protocols and Best Practices

● Policy Compliance and Risk Mitigation Support

● Bilingual (English & Haitian Creole)

● Coachable

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