Network Engineer experienced in desktop/server support and network configuration. Vast knowledge of client and server applications, as well as installation and configuration of desktops and servers. Young but-seasoned. Tedious and resourceful, always finding a quicker and more efficient way of overcoming obstacles. Highly proficient with customer service by being informative as well as catering the terminology in a way that will best fit a customer's personal level of expertise/understanding in the subject.
• Provided technical support and troubleshooting assistance via telephone, on-site and
email to resolve customer issues.
• Assisting Senior team members on IT projects planning, and implementing.
• Displayed top quality service for every customer I dealt with.
• Provided on-call support for critical issues.
• Defined and documented technical best practices.
situations
• Executed troubleshooting and server support in both in-person and remote
• Wrote instruction manuals and technical guidance for preventive maintenance
• Provided technical support and troubleshooting assistance via telephone, onsite and email to resolve customer issues.
• Technical Lead role in company's growth efforts into A/V and automation.
• Used ticketing systems to manage and process support actions and requests
• Translated complex technical issues into digestible language for non-technical users
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Documented support interactions for future reference.
• Assisted in development of system security protocols
• Developed tree based model to identify customer accounts that had been taken over by fraudsters using the XGBoost package in Python, significantly lowering the amount of time needed to investigate these cases of fraud
• Rewrote the ETL from the organization's relational database to the GraphDB instance allowing for more use cases of social network analysis in fraud investigations
•Created analytical report and dashboards for visualizing case demographics, types of online fraud and scams using root cause analysis for around 50K data records
Customer service expert
Skilled in TCP/IP and WAN
Team player
Network Infrastructure
Expert in Connectwise
Data backup and recovery systems
Trustworthy and Responsible
Resourceful/Problem Solver
DHCP
Fast learner
IT security best practices
Documentation
Self-Motivated/Focused
Remote access support
Wireless Access Point
Enterprise Data Centers
DNS
OSI MODEL