Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
References
Timeline
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Israel Velez

Elizabeth

Summary

Meticulous IT professional with established expertise in technical support and system optimization. Pursuing IT Support Associate II position at Amazon Ops Tech Solutions to leverage skills in hardware and software troubleshooting, network support, and customer-centric solutions to enhance operational efficiency.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Signal Support System Specialist (IT)

US Army
Fort Dix Nj
11.2017 - Current
  • Established, troubleshot, and secured military communication devices for the U.S. Army Signal Support System Specialist role.
  • Led cybersecurity audits, collaborating with unit leaders to integrate technologies for seamless operations.
  • Delivered Tier 1 and Tier 2 support for over 100 users, achieving 93% first-contact resolution rate.
  • Configured and maintained Windows and Linux systems, ensuring 98% uptime for critical operations.
  • Deployed network hardware with IT teams, reducing connectivity issues by 18%.
  • Documented incident resolutions and created knowledge base articles, enhancing team efficiency by 15%.
  • Trained personnel on new software tools, decreasing support requests by 12% through user education.
  • Managed over 100 weekly support tickets via the U.S. Army IT ticketing system, achieving an average resolution time of 1.5 hours.
  • Installed and troubleshot hardware (PCs, printers, peripherals), supporting 400+ devices across multiple sites.
  • Assisted in maintaining the IT asset inventory, streamlining procurement processes, and saving 8% in costs.
  • Provided remote and on-site support for Microsoft Office, VPNs, and proprietary applications, ensuring a seamless user experience.

Security Supervisor

Allied Universal
East Brunswick
07.2019 - 03.2022
  • - Created comprehensive training programs for security teams, focusing on emergency response, conflict resolution, customer service, and adherence to safety protocols, alongside developing performance metrics and evaluation systems to enhance team efficiency and morale.
  • - Improved communication and collaboration across departments by implementing advanced tools like Microsoft Teams and Zoom, and established strong partnerships with local law enforcement to bolster security measures and emergency response.

Law Enforcement Officer

New Jersey Department of Corrections
03.2022 - Current
  • - Ensured and provided the custody, safety, and care of incarcerated individuals confined in State correctional facilities as well as assisted in the rehabilitative efforts for those incarcerated individuals returning to the community
  • - Provided safety and welfare of staff

Education

Vocational - Cyber Security

Fullstack Academy
Remote
06.2024

Some College (No Degree) - Computer Science

DeVry University
New Brunswick, NJ

Skills

  • Windows and Linux administration
  • Active Directory management
  • Hardware troubleshooting
  • Ticketing systems expertise
  • Microsoft Office proficiency
  • Networking tools usage
  • Customer service excellence
  • Problem-solving skills

Certification

  • CompTIA Security+
  • Google Cybersecurity Specialization
  • Police Training Commission Certificate
  • Secret Security Clearance
  • System admin Course Completions

Accomplishments

  • US Army Achievement Medal
  • US Army Commendation Medal
  • US Army (2) Overseas Ribbon

Affiliations

  • Adept at managing high-pressure environments and flexible schedules, including nights/weekends, as required by Amazon’s Ops Tech Solutions.
  • Strong communicator, skilled at translating technical solutions for non-technical users.
  • Committed to Amazon’s customer-obsessed culture, ensuring high-quality support delivery.

References

References available upon request.

Timeline

Law Enforcement Officer

New Jersey Department of Corrections
03.2022 - Current

Security Supervisor

Allied Universal
07.2019 - 03.2022

Signal Support System Specialist (IT)

US Army
11.2017 - Current

Vocational - Cyber Security

Fullstack Academy

Some College (No Degree) - Computer Science

DeVry University

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