Elisabeth Salazar
Pensacola
Summary
Energetic IT professional ready to undertake challenging technical support triage duties in demanding environments. Cognizant of when to go hands-on with issues and when to delegate support calls to appropriate personnel. Eager to apply personal technological expertise to support tasks and keen technical judgment to fast-paced personnel delegation.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Help Desk Technician
The HCI Group
03.2023 - Current
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
Barista
Starbucks
03.2022 - 10.2022
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Showcased versatility by assisting in other areas of the café as needed, including food preparation or table service when required.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Explained beverage preparation and offered samples to help customers choose ideal items.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
Helpdesk Technician
U.S. Navy
02.2018 - 12.2021
- Planned, coordinated, executed network access on 3 different networks for 347 users that deployed world wide; resulting in minimal disruption of operational readiness.
- Resolved 414 hard drive discrepancies reports, 18 software updates, and 3 hardware updates for aircraft systems; resulting 231 successful flights with minimal down time and 0 mishaps.
- Planned and implemented complex internet and intranet applications on multiple platforms
- Spearheaded inventory control measures to replenish and maintain IT equipment, supplies, tools and replacement parts for 447 Cryptographic Controlled Items.
Information System Security Officer
U.S. Navy
02.2016 - 02.2018
- Tracked and responded to over 117 cyber alerts, processed 150 monthly network scans, and provided corrective actions for 14 spillages that affected 11 off sites thought Japan; enabling to maintain 90% cybersecurity compliance rate in support of 30 afloat vessels.
- Performed risk analyses to identify appropriate security countermeasures
- Monitored computer virus reports to determine when to update virus protection systems
- Drafted, submitted, and processed 63 Information Technology Purchase requests that allowed the acquisition of $1.2M communication equipment for 30 afloat vessels; resulting in proper upgrading of equipment that met DOD network requirements at a timely matter for mission continuity.
- Tracked orders and notified customers of status or potential delays.
- Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
- Participated in team-building activities to enhance working relationships.
Operational Support Technician
U.S. Navy
11.2014 - 01.2016
- Maintained a total of 411 CAT II and CAT III servers and multimedia collection systems by submitting, tracking, and resolving trouble calls via Service manager Ticketing System. It resulted in minimal interruption of system connectivity throughout varies sites; maintaining an impressive 99.9% network uptime.
- Accounted for 576 pieces of equipment valued over $14M, located at 20 different sites; which led to 100% accountability of all equipment during the annual site audit.
- Documented correspondence with associated details and assigned follow-up work to staff members.
- Reviewed reports for anticipated numbers, identified variances and made corrections.
- Prepared operating procedure documentation for team use and trained new personnel in best practices.
Field Service Technician
US Navy
05.2012 - 06.2014
- Provided Tier 2 hardware and software technical support to over 6,736 users; resolving over 1,056 trouble tickets with 98% success rate and 97% positive technical support reviews.
- Coordinated with 72 off sites to scan and review DISA Security Technical Implementation Guideline policies for 296 Blackberry phones; resulting in 100% information assurance compliance of all devices for the Annual Cyber Security Inspection.
- Managed on-site and off-site installation, repair, maintenance and test tasks.
- Followed safety procedures to avoid injuries in field.
- Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Maintained thorough understanding of local area and wide area networking and components.
- Installed patches and performed backups, system builds and image updates.
- Evaluated security measures and made recommendations to network administrator for upgrades and changes.
Education
High School Diploma -
Spring High School
Spring, TX05.2011
Skills
- Software updates
- Systems administration
- Networking issues
- Equipment setup
- Support Ticket System Management
- Network Infrastructure Monitoring
- Customer service expert
- Critical thinking
- Events logistics management
- Volunteer Management
- Training & Development
- Computer proficiency
- Cultural awareness
Certification
COMPTIA A+
COMPTIA Sec +
Timeline
Help Desk Technician
The HCI Group
03.2023 - Current
Barista
Starbucks
03.2022 - 10.2022
Helpdesk Technician
U.S. Navy
02.2018 - 12.2021
Information System Security Officer
U.S. Navy
02.2016 - 02.2018
Operational Support Technician
U.S. Navy
11.2014 - 01.2016
Field Service Technician
US Navy
05.2012 - 06.2014
High School Diploma -
Spring High School
COMPTIA A+
COMPTIA Sec +
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