Anfernee Wilson
Copperas Cove,US
Summary
Information Technology Specialist with a proven track record at the US Army, enhancing system performance and customer satisfaction through resolution of technical issues and efficient IT asset management. Skilled in machine learning and effective communication, significantly improved team productivity and compliance with ITIL processes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Information Technology Specialist
US Army
08.2023 - Current
- Promoted a positive work environment by fostering open communication channels between team members and upper management.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing timely solutions.
- Regularly reviewed internal systems and security measures in order to maintain compliance with company standards.
- Trained new team members on company policies, procedures, and best practices for effective support delivery.
- Served as a primary point of escalation for challenging technical problems requiring advanced troubleshooting skills.
- Enhanced employee productivity with effective scheduling, task delegation, and performance evaluations.
- Built and managed processes for tracking and monitoring department performance.
- Created reports, presentations and other materials for executive staff.
Information Technology Specialist
United States Army
02.2017 - Current
- Used ticketing systems to manage and process support actions and requests.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Resolved escalated issues by serving as a wide-ranging subject matter expert.
- Reduced network downtime with proactive monitoring and troubleshooting.
- Established IT policies and procedures, fostering a culture of security awareness within the organization.
- Set up network profiles, security permissions and file sharing systems.
- Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
- Enhanced system performance by implementing and maintaining hardware and software upgrades.
- Managed helpdesk operations, prioritizing tasks according to urgency and impact on overall business functions.
- Trained end-users on new software applications, increasing productivity across departments.
- Troubleshot complex hardware and software issues for swift resolution, minimizing downtime for affected users.
- Diagnosed and resolved hardware and software issues.
- Installed and configured network printers and other peripheral devices.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Implemented and maintained virtual private networks.
- Developed and documented network policies, procedures and standards.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
Education
Bachelor of Arts - Biblical Studies
Regent University
Virginia Beach, VA12.2027
Skills
- IT Compliance
- IT Asset Management
- ITIL Processes
- Machine Learning
- IT Infrastructure
- System Administration
- Service support
- Ticket support system management
- Remote Support
- Software Installation
- Account Management
- Microsoft Windows and Office
- Time Management
- Problem-Solving
- Effective Communication
- Adaptability
- Professionalism
- Friendly and Patient
- Interpersonal Skills
- Team building
- Relationship Building
- Active Listening
- Attention to Detail
- Critical Decision-Making
- Emotional Intelligence
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised a team of 5 staff members.
Certification
- CompTIA - Security+ CE 501 (2018-Current)
- Certified Fiber Optics Installer/Terminator (2019-Current)
- Microsoft Office Management (2023-Current
Timeline
Senior Information Technology Specialist
US Army
08.2023 - Current
Information Technology Specialist
United States Army
02.2017 - Current
Bachelor of Arts - Biblical Studies
Regent University