Technical Support Data Analytics

Professional Summary

Seasoned technical support professional with over 5 years of cross-functional experience in IT troubleshooting, hardware/software diagnostics, and customer service in fast-paced environments. Skilled in resolving critical system failures, configuring network infrastructure, and delivering training to optimize operational efficiency, Proven ability to prioritize incidents under pressure while adhering to escalation protocols. Certified in CompTIA A+ (in progress) with expertise in Windows Server, Active Directory, and Citrix environments. Eager to apply technical acumen, data analytics, and emerging AI/ML knowledge to drive innovation in technology ecosystems. Technical Proficiencies

· Operating Systems: Windows 10/11, Windows Server 2016/2019, macOS, Linux

· Networking: TCP/IP, DNS, DHCP, WAN/LAN troubleshooting, VPN configuration

· Software: Microsoft Office Suite, Adobe Creative Cloud, ServiceNow, SQL Server, Btrieve

· Hardware: Desktop/laptop repair, peripheral device installation, POS systems (Aloha)

· Certifications: CompTIA A+ (Expected 2025), ITIL Foundation (In Progress)

· Additional Skills: Active Directory user management, Citrix XenDesktop, incident documentation, bilingual communication (English/Spanish), AI and machine learning fundamentals, data analytics Professional Experience

IT & Marketing Project Manager February 2021–February 2025 Washington Telecommunications – Atlanta, GA

· Provided Tier 1 technical support for 150+ corporate users, resolving hardware/software incidents within SLA timelines, achieving a 92% first-call resolution rate.

· Diagnosed network connectivity issues across 20+ remote sites, reducing system downtime by 35% through proactive monitoring and vendor collaboration.

· Managed enterprise-wide Windows 10 rollout, including user training and post-implementation support, ensuring zero critical outages.

· Authored 50+ knowledge base articles for issues like Office 365 configuration and printer driver conflicts, standardizing troubleshooting procedures.

Board Operator & IT Support Specialist March 2019–March 2021 Sensation Station Network – Atlanta, GA

· Configured/ maintained audio/video broadcasting equipment, ensuring 99.9% uptime during peak hours.

· Led troubleshooting for 15+ studio workstations, resolving OS crashes and driver conflicts with automated system restore points and update protocols.

· Trained 10+ staff on emergency IT procedures, reducing incident resolution time by 25% during live broadcasts. Audio Engineer & Technology Liaison June 2016–March 2019 City Winery – Atlanta, GA

· Provided on-site technical support for 200+ live events, troubleshooting soundboard malfunctions and network latency issues.

· Collaborated with vendors to deploy Citrix-based remote monitoring system, reducing labor costs by 20%.

· Documented equipment maintenance/repair histories in ServiceNow, improving inventory accuracy and warranty claims. 1

Dallas, TX 404-***-**** ***************@*****.*** www.methree.org Education & Development

Master of Business Administration (MBA), Music Business (Expected 2025) Full Sail University – Winter Park, FL

Relevant Coursework: IT Project Management, Data-Driven Decision Making Associate Degree, Audio Engineering & Sound Design (2018) SAE Institute – Atlanta, GA

Key Projects: Networked Audio Systems Design, Digital Signal Processing Bachelor of Science, Political Science (2006)

Florida State University – Tallahassee, FL

Google Data Analytics Professional Certificate (In Progress) Modules Completed: Data Collection, Data Visualization, R Programming CompTIA A+ Certification (In Progress)

Modules Completed: Hardware Troubleshooting, Operating System Configuration Professional Alignment & Availability

· Dedicated to fostering innovation and collaboration, demonstrated through volunteer IT and marketing support for nonprofits, aligning with organizational goals in tech, creative marketing, and management.

· Flexible availability for diverse schedules, including nights, weekends, and travel, with a proven ability to adapt to high-pressure environments and deliver results across industries. 2

Contact this candidate