Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Raphael Towers

Atlanta,GA

Summary

Organized and motivated IT Engineer with over ten years of experience in network administration and IT support. Skilled in deploying and managing LAN/WAN infrastructures, troubleshooting technical issues, and driving IT projects. Proven ability to excel in fast-paced, deadline-driven environments, delivering effective IT solutions and support to end-users. IT professional with strong background in providing comprehensive technical support and innovative solutions. Known for effective collaboration and achieving desired results in dynamic environments. Reliable team player skilled in problem-solving and adapting to evolving technology needs.

Overview

11
11
years of professional experience
1
1
Certification

Work History

IT Support Engineer I

Amazon
01.2014 - Current
  • Provide comprehensive IT support to over 500 employees, resolving hardware, software, and networking issues with a 95% first-time resolution rate
  • Manage user accounts, including creation, permissions, and password resets, ensuring compliance with security protocols
  • Assist in the deployment and maintenance of LAN/WAN infrastructures, including routers, switches, and wireless access points
  • Maintain accurate inventory and records of support requests, solutions, and IT equipment
  • Collaborate with cross-functional teams to address complex technical issues and contribute to key IT projects
  • Provide training and guidance to employees on IT best practices, enhancing operational efficiency
  • Increased user satisfaction through effective communication and timely resolution of support tickets.
  • Delivered end-user training on new technologies, increasing adoption rates among employees.
  • Managed high levels of call flow and responded to technical support needs.
  • Developed and implemented preventive maintenance procedures.
  • Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
  • Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
  • Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
  • Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
  • Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
  • Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Researched and identified solutions to technical problems.
  • Monitored system performance to identify potential issues.
  • Generated reports to track performance and analyze trends.
  • Installed, configured and maintained computer systems and network connections.

Technical Support Engineer

Telaid Industries
04.2018 - 04.2022
  • Designed and implemented IT systems and infrastructure solutions to meet business requirements, contributing to a 15% reduction in operational downtime
  • Diagnosed and resolved technical issues, minimizing service interruptions and ensuring business continuity
  • Developed technical documentation, including system configurations and workflows, streamlining processes for future reference
  • Conducted rigorous testing to ensure applications met specifications and were fully operational before deployment
  • Collaborated with cross-functional teams to deliver IT projects on time and within scope
  • Stayed current with technological developments, recommending system enhancements that improved efficiency

Network Operations Support Engineer

Jones Day
02.2017 - 11.2017
  • Monitored and maintained network infrastructure, including routers, switches, firewalls, and wireless access points
  • Provided technical support for network-related issues, achieving a 99% uptime for critical systems
  • Used network monitoring tools to identify and proactively address potential issues, reducing network downtime by 20%
  • Configured and optimized network devices for improved performance and security
  • Ensured proper implementation and management of security measures, including firewalls and VPNs
  • Managed relationships with vendors and service providers, ensuring timely resolution of network-related projects

Education

Bachelor Degree - Network and System Administration

ITT Technical Institute
08.2016

Skills

  • Network security
  • WAN/LAN technologies
  • Hardware configuration
  • Remote Desktop Support
  • Network Troubleshooting
  • IT Asset Management
  • Help Desk Support
  • Software Installation
  • VPN Configuration
  • Hardware diagnostics
  • Service Level Agreements
  • Incident Management
  • Firewall Management

Certification

  • Cisco Certified Network Associate (CCNA)

Timeline

Technical Support Engineer

Telaid Industries
04.2018 - 04.2022

Network Operations Support Engineer

Jones Day
02.2017 - 11.2017

IT Support Engineer I

Amazon
01.2014 - Current

Bachelor Degree - Network and System Administration

ITT Technical Institute

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Raphael Towers