Fred Dajuste
Union,NJ
Summary
Software-focused IT Analyst with 3+ years of experience supporting enterprise environments through technical troubleshooting, system optimization, and data-driven process improvements. Strong background in scripting, databases, analytics tools, and ticketing systems. Proven ability to improve system performance, automate workflows, and deliver reliable technical solutions in fast-paced environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Intern
Amerigest
New Jersey
01.2021
- Monitored network and system performance daily, reducing downtime by 50% and improving service reliability.
- Developed internal troubleshooting documentation and self-service resources, cutting resolution time by 40%.
- Assisted with system configuration, permissions management, and performance tuning.
- Installed and updated software packages, reducing deployment time by nearly 50% and increasing client onboarding capacity.
IT Analyst
Suburban Propane
New Jersey
01.2024 - Current
- Provide Tier 1–2 technical support across remote and on-site environments, maintaining high system availability during emergency and remote-work conditions.
- Resolve incidents through ServiceNow, ACD systems, email, and voicemail queues with 100% ticket documentation and prioritization compliance.
- Diagnose and troubleshoot hardware, software, and network-related issues, coordinating with vendors to ensure timely resolution.
- Analyze incoming ticket trends to identify recurring system issues and proactively communicate service updates to end users.
- Consistently meet or exceed KPIs including first-contact resolution, response time, call volume, and availability metrics.
Support Technician
Atlantic Health System
New Jersey
01.2022 - 01.2024
- Implemented structured ticketing workflows that reduced average response time by one minute and improved overall service efficiency.
- Analyzed incident trends to identify root causes, enabling targeted team training and reducing escalations by 25%.
- Increased first-call resolution rate by 15% through improved documentation and troubleshooting procedures.
- Automated task tracking and reporting using spreadsheets, saving over 10 hours per week in manual effort.
- Facilitated cross-functional meetings to optimize workflows, reducing lead times by 30% and improving user satisfaction.
Network Repair Technician
ZT Systems
New Jersey
01.2021 - 01.2022
- Processed 200+ service orders monthly, accelerating repair workflows and reducing customer wait times by 20%.
- Configured and optimized network settings and policies, achieving a 30% reduction in network latency.
- Collaborated with stakeholders to gather technical requirements and deliver customized network solutions.
- Improved customer satisfaction by 25% and increased retention by 20% through performance-focused network enhancements.
Customer Support Specialist
Home Depot
New Jersey
01.2015 - 01.2020
- Audited and maintained 500+ customer accounts, ensuring data accuracy and supporting data-driven sales decisions.
- Resolved 250+ customer issues monthly while maintaining high satisfaction ratings.
- Led a pricing optimization initiative that generated $40,000 in additional service revenue.
Education
Bachelor of Arts - Information Technology
New Jersey Institute of Technology (NJIT)
New JerseySkills
- Programming & Scripting: Python, R, Java, JavaScript, HTML, CSS, PHP, JSON
- Databases & Data Tools: SQL, PostgreSQL, MongoDB, MariaDB, SQLite, Tableau, Looker, Power BI, Excel
- Platforms & Systems: Docker, Citrix, SharePoint, Active Directory, Trend Micro
- IT & Analytics Tools: ServiceNow, Ticketing Systems, Visualization Tools, Spreadsheets, AD Management Software
Certification
- Professional IT Support Certificate – Google
- Professional Data Analytics Certificate – Google
- Professional Data Analytics Certificate – IBM
- Data Analytics Specialization – Break Into Tech
Timeline
IT Analyst
Suburban Propane
01.2024 - Current
Support Technician
Atlantic Health System
01.2022 - 01.2024
IT Intern
Amerigest
01.2021
Network Repair Technician
ZT Systems
01.2021 - 01.2022
Customer Support Specialist
Home Depot
01.2015 - 01.2020
Bachelor of Arts - Information Technology
New Jersey Institute of Technology (NJIT)