It Support Technical

Laurent Damiao

Woodbridge *************@*****.*** IT Technical Support Specialist

SUMMARY

Proven IT Desk Support Analyst with over 5 years of full-time experience excelling in IT support and delivering subject matter expertise in information systems management and IT technical services. Achieved a remarkable 95% first-contact resolution rate for IT issues and boosted system uptime by 15%, showcasing a results-driven approach to IT problem-solving. Served as a Lead Information Management Officer and Telephone Control Officer, driving policy implementation and business process design in IT systems. Demonstrated proficiency in optimizing IT resource efficiency, including website design, database development, and business systems integration. Adept in knowledge management, information assurance, and business process design, with a robust background in managing IT projects and electronic business operation tools. Holds a Bachelor of Science in Information Technology and possesses TS clearance, with extensive experience in technical disciplines at Aberdeen Proving Ground. EXPERIENCE

Technical Support Analyst Kilte LLC

Successfully led and completed IT projects aimed at enhancing electronic business operation tools, achieving a 25% increase in efficiency and streamlining IT resource management processes. Managed IT support operations, boosting system uptime by 15% through efficient troubleshooting and maintenance of computer systems and peripherals.

Developed IT policies and disaster recovery plans, reducing downtime risk by 20% while ensuring compliance with standard operating procedures.

Junior Help Desk Analyst Kilte Tecnologias 01/2019 to 01/2020 Delivered IT support and technical troubleshooting for phone systems, wireless networks, and peripheral devices, resolving 95% of issues on first contact.

Maintained and managed mobile device manager and MDM application servers, supporting IT resources and information systems management.

Assisted in business process design and knowledge management initiatives to improve IT technical services. Supported electronic business operation tools and contributed to IT projects enhancing system reliability. EDUCATION

Bachelor of Science in Information Technology Stratford University 2015 to 2018 Focused on developing skills related to technical support, computer systems, phone systems, and wireless networks. Engaged in projects related to managing peripheral devices, devising SOPs, creating disaster recovery plans, and system improvements. Acquired knowledge about managing mobile device manager, MDM application servers, software components, mobile devices, and MDM systems. SKILLS

IT support subject matter expertise knowledge management information assurance IT projects information systems management

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