Aaliyah Abreu-Cabrera
Snellville,Georgia
Summary
Technically sophisticated information technology specialist with solid 3+ years of experience supporting software and hardware systems. I have exceptional communication (Verbal and Written), interpersonal, motivational, and strong listening skills.
Overview
2
2
years of professional experience
Work History
IT Business Analyst
Department of Aviation
- Plan and manage the requirements activities for a project, and manage the requirements, including requirements change control and scope control
- Work with stakeholders and other sources to understand and identify all requirements information that is relevant to the project
- Includes documenting existing processes that will be affected by the project
- Collaborate with the technical teams to select the appropriate solution
- Ensure that the chosen solution satisfies the needs defined in the requirements by participating in all internal testing
- Work with the stakeholders to validate the solution against the agreed upon requirements and obtain signature approval
- To write the User Acceptance Test (UAT) plan and obtain internal AVS signatures
- Drive identification of requirements across business units and identify substandard systems processes through evaluation of real-time data
- Determine and develop user requirements for systems in production for enhancements, to ensure maximum usability
- Partner with other stakeholder teams across business units (i.e., operations, applications, support, security, compliance) to develop necessary analysis and documentation in a collaborative way, communicating effectively and efficiently with production, managerial, and executive teams
- Author and update internal and external documentation, and formally initiate and deliver requirements and documentation
- Collaborate with management and users to define requirements to reduce costs, expand business optics and simplify processes.
IT Intern
Department of Aviation
- Technical support experience (troubleshooting issues with browsers, plugins, and Internet connections, as well as software and hardware issues on PC, Mac and mobile devices) Tech savvy with wireless and mobile products
- Solve issues through asking good questions, visualizing the problem or situation and thinking creatively to solve it
- Ensure Level 1 technicians have proper tools (including training, hardware, and documentation) to perform their job
- Develop and maintain a call monitoring program to ensure a high quality of service for testing centers
- Provide performance feedback to employees on a regular basis
- Ensure accurate recording of helpdesk calls using the company’s incident tracking systems.
IT Support Technician
D-Network
- Created, tested and developed current Workstation images
- Test, evaluate, and package software and applications for workstation distribution
- Worked closely with vendors and managed services to maintain systems and services, manage change, and deploy new systems and services
- Knowledge of server and network communications equipment, protocols (i.e
- DNS and TCPIP), transmission media, security and network management practices Populated Knowledge Management system with resolutions and workarounds
- Troubleshooted for Windows 2000-8.1 and have good working knowledge of Office products; provide printer/fax support
- Acted as an escalation resource to the Help Desk, Site Administrators and Network Operations Center to assist with issues affecting endpoints
- Enterprise Mobility Management administration - enrollment and management of mobile device
Desktop Technician
City Of Atlanta Department Of Aviation
03.2022 - Current
- Provided first-tier technical support by directly responding to customer requests and inquiries.
- Identified IT productivity issues and provided troubleshooting, leveraging knowledge management practices, with the goal of remediating incidents.
- Educated customers and communicated troubleshooting steps effectively.
- Resolved routine hardware and software incidents according to documented workflow and established standards.
- Escalated complex incidents to appropriate technical resources and responded to contacts via phone, web tickets, and email.
- Performed accurate ticket entry in ServiceNow ticketing system and ensured timely resolution or escalations.
- Utilized and contributed to the knowledge base based on client/customer inquiries and requests.
- Demonstrated strong computer skills and analytical ability to resolve complex customer inquiries.
- Exhibited excellent verbal and written communication skills to effectively interface with all levels of staff, clients, and customers.
- Showcased superior organizational skills by maintaining operational files and work area organized.
- Handled a high level of responsibility and effectively managed high call and email volume.
- Leveraged 3+ years of experience in providing technical customer support to international customers, preferably from the IT or AV industry.
- Demonstrated strong technical proficiency with knowledge of networking configuration (e.g., TCP/IP, DNS), common operating systems, software applications, and hardware troubleshooting.
- Possessed experience in working with video conferencing (Teams, Zoom, etc.) related issues.
- Displayed a customer-centric approach with a commitment to providing exceptional customer service by engaging with customers with patience and empathy to solve any technical problems.
- Employed effective time management and prioritization skills to handle multiple customer cases and tasks simultaneously.
Education
B.S. Information Technology -
University of Massachusetts Global
Skills
- HTML
- CSS
- JavaScript
- Google Tech support CompTia
- Microsoft Office
- Power Bi
- Data analytics
- Google Tech support
- Web Design
- Customer Support
Personal Information
Title: IT TECHNICIAN
References
Available upon request.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Desktop Technician
City Of Atlanta Department Of Aviation
03.2022 - Current
IT Business Analyst
Department of Aviation
IT Intern
Department of Aviation
IT Support Technician
D-Network
B.S. Information Technology -
University of Massachusetts Global
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