Resume

Career Objective

Experienced System Administrator with over three years of expertise in IT. Proficient in troubleshooting hardware, software, cloud infrastructure, and networks. Currently seeking a remote opportunity to contribute my skills.

Experience

  • Jr Systems Administrator | GA Telesis, Fort Lauderdale, FL
    • Proficient in using Active Directory, Azure, AWS, vSphere, VMware, Splunk, Window server, Arctic Wolf, Sentinel One, Kaseya, Meraki, Microsoft 365 Admin Center, Lansweeper, Barracuda, KnowB4, and Microsoft Entra for comprehensive system administration and management, with a focus on researching efficient solutions for uncommon problems.
    • Automated tasks using PowerShell to streamline system administration.
    • Provided remote assistance to clients, addressing issues including Virtual Desktop Infrastructure (VDI) troubleshooting, server access, MS 365 SharePoint problems, and access management, ensuring smooth operations and enhanced remote work capabilities.
    • Managed servers by performing silent installations, updates, and software removals with minimal downtime.
    • Automated administrative tasks and streamlined Active Directory management using PowerShell scripting, including software installation and removal.
    • Led remote projects for offices in Europe, Asia, and the Americas, ensuring secure network access via VPN, Remote Desktop, or VDI
    • Assisted with printer migration, including the remote transfer of printers and Papercut software between print servers, and coordinated with department heads to deploy over 50 printers with minimal downtime using Active Directory GPOs.
    • Installed and configured Meraki devices, ensuring seamless network management.
  • ISTS Support Technician | Publix, Palm Beach County, FL
    • Completed over 25 network rack system integration/updating projects following detailed and specific build plans with no errors and passed all quality inspections and assisted in over 30 stores in Palm Beach County in deploying software and operating systems, customizing settings in BIOS, configuring systems, and troubleshooting hardware. Employed the SAP system to create, log, and update.
    • Supported the installation and configuration of network services (routers, switches, firewalls) by following standard procedures, gathering necessary data, and presenting to the network team, reducing the average days to install service by 30% in the first two months.
    • Completed over 300 calls and emails promptly and assisted in tracking and updating the progress of over 30 projects. Resulted in successful network, POS testing, and back-office PC configurations
    • Reduced customer support time by 25% through quicker troubleshooting and resolution of technical issues.
  • IT Client Technology Support (Contract) | Synergy Business Consulting, Davie, FL
    • Utilized SCCM and Active Directory to install, maintain, and track hardware systems. Re-imaged and repaired computer and handheld device keeping downtime to a minimum.
    • Analyzed and implemented 100% of client's technical issues using troubleshooting methods such as remote access or diagnostic software and hardware procedures, documented processes, and internal and client use procedures.
    • Reductions in abandoned ticket rate from 20% to less than 2%, decreased average support ticket resolution time from 36 hours to 1 hour and maintained a 98% first call resolution, reducing call-back rates and enhancing customer service.
    • Created, updated, and resolved over 500 tickets using the ServiceNow ticket system on time and performed special projects as assigned.
  • Technical Support Specialist (Remote) | Advanced Communications Group
    • Troubleshoot over 50 Customers' devices daily, consistently achieving top 10th percentile performance.
    • Resolved 95% of incoming cases within 24 hours with a CSAT score of 9.5 out of 10.
    • Diagnosed customer technical issues through remote desktop support and aided by resolving technical queries promptly.

Education

Bachelor’s Degree in Computer Science | Florida International University, Miami, FL | Graduated

Certifications

Skills