Patience Obiri
IT Specialist
Falling Waters,WV
Summary
Results-driven IT professional with expertise in hardware/software support, network management, system analysis, and security. Committed to excellence, continuous learning, and elevating user experiences. Seeking a challenging role within an organization that values upward mobility, growth, and continuous learning, with the goal of advancing to a higher-level IT position. Eager to contribute as a valuable asset.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Service Desk Analyst
GDC IT Solutions
Remote
11.2023 - Current
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution and escalations to specialist teams.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Managed over 20 customer calls per day. Resolved common user concerns by utilizing remote desktop support, research, and identifying solutions to technical problems.
- Implemented and maintained user accounts within service desk framework, ensuring adherence to company security policies and access control procedures.
- Diagnosed and troubleshooted hardware, software, and network issues, showcasing a deep understanding of IT systems. Efficiently resolved user concerns through the adept use of predefined resolution scripts and knowledge-based articles.
Cybersecurity Career Service Advisor
Valley College
Remote
03.2023 - 09.2023
- Exceeded departmental placement goals by 20%, ensuring meticulous verification, data collection, and entry for placement reporting. Documented problems and corrective actions to maintain comprehensive records.
- Conducted tailored mock interviews, crafted personalized career paths for students, guiding 200+ cybersecurity and IT learners across 3 campuses towards academic and professional success cross-functioning as career coach.
- Proficiently onboarded and trained CSA staff on SOPs and AI platforms, and authored comprehensive online career resources.
- Developed recruiting strategies to identify qualified candidates and build network.
- Established and nurtured strategic alliances with C-level executives, business owners, and recruiters at premier organizations, leveraging persuasive communication and networking prowess to place meticulously prepared students as competitive cybersecurity candidates, resulting in successful placements within the industry's top echelons.
Chief Home Officer
Private
Falling Waters, WV
01.2020 - 02.2023
- Balanced concurrent responsibilities by proficiently overseeing childcare, managing schedules, finances, providing homeschooling for 2nd and 3rd-grade education and completed college.
Engine Technician Lead
Volvo Group Trucks
Hagerstown, MD
05.2018 - 12.2019
- Performed basic systems troubleshooting of proprietary software and torque tool hardware troubleshooting before escalation.
- Identified engineering defects while recommending effective countermeasures and process improvements.
- Trained staff on quality engine assemble.
- Paced work efficiently in order to meet daily, weekly, project or production goals. Exceeded weekly goals by 10%.
Chief Home Officer
Private
Falling Waters, WV
04.2016 - 04.2018
- Managed household schedules, budgets, and family responsibilities during career hiatus, prioritizing upbringing of children alongside active involvement in PTA initiatives to enhance educational experiences and assisted in sports coaching.
Google Express Operations Team Member
Google Inc
Washington, DC
02.2014 - 02.2016
- Contracted for two years to supervise assigned DC territory for GX Project field operations. Proficient in building and maintaining client relations with emphasis on customer success.
- Troubleshooted on-site merchant software, hardware, and customer order issues.
- Developed operational procedures resulting in increased efficiencies.
- Trained employees at 7 merchant locations on SOP to effectively process online orders via Google Express platform.
Education
Bachelor of Science - Cybersecurity
Valley College - Martinsburg
Martinsburg, WV 05.2021 - 03.2023
Associate of Science - Cybersecurity
Valley College - Martinsburg
Martinsburg, WV 12.2019 - 05.2021
Skills
Network Security
Verbal and Written Communication
MS Office/ Microsoft Applications Proficiency
Problem Solving/ Analytical
Networking Protocols
PC Hardware/ Software troubleshooting
Attention to Detail
Technical and Desktop Support
Active Directory
Scripting (Python, Java, SQL)
Customer Service
Certification
Accenture Virtual Developer Program Participant 2021. Received Certificate of Completion: Architecture, Programming, Testing, Security, and Artificial Intelligence
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage
Timeline
Service Desk Analyst
GDC IT Solutions
11.2023 - Current
Cybersecurity Career Service Advisor
Valley College
03.2023 - 09.2023
Bachelor of Science - Cybersecurity
Valley College - Martinsburg
05.2021 - 03.2023
Chief Home Officer
Private
01.2020 - 02.2023
Associate of Science - Cybersecurity
Valley College - Martinsburg
12.2019 - 05.2021
Engine Technician Lead
Volvo Group Trucks
05.2018 - 12.2019
Chief Home Officer
Private
04.2016 - 04.2018
Google Express Operations Team Member
Google Inc
02.2014 - 02.2016