Edwin Morales Acosta

• Traveled to various worksites in D.C., VA and MD to troubleshoot, repair and provide diagnostic support to hardware, network and software issues, achieving a 98% issue resolution rate.
• Collaborated with other IT teams and developers on cross-functional projects to improve system performance.

· Installed, configured and updated operating systems, software, and applications to enhance security and performance.

• Escalated system or network outages to mitigate downtime and coordinated outage triage and resolution activities.
• Successfully managed ticket queues, ensuring consistent customer updates throughout the resolution process.

· Lead the mobile division of the Consulate on Wheels and secured the proper transportation and installation of IT equipment in multi-state sites, including in PA, DE and NJ.

· Managed and maintained IT hardware inventory, ensuring all equipment was properly tracked.

• Configured, installed and maintained network infrastructure, including routers, switches, wireless access points and data drops for new nodes.

· Conducted installations, repairs, and maintenance on hardware and software components for computers, server rack equipment, and peripheral devices.

• Implemented and managed data backup and recovery strategies to safeguard critical data.
• Efficiently managed the onboarding and offboarding of employee accounts, including loading software, granting permissions, configuring hardware, and setting up workstations, ensuring seamless integration into the consulate's systems.
• Provided comprehensive technical support to employees, ensuring timely and accurate assistance.