Rosa Burzynski
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
13
13
years of professional experience
3
3
Certificates
Work History
I.T. Administrator / Office Assistant
Bee's Video Productions
01.2011 - Current
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Created all documentation for standard practices, troubleshooting steps, and daily procedures.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Customized and repaired technology based on staff requests.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Assisted with social network marketing through Facebook, Instagram, and email.
- Confirmed appointments, communicated with clients, and updated client records.
Lead Technical Support Agent
CurbWaste
11.2022 - 11.2023
- Configured, maintained, and managed ZenDesk with 2 other support representatives.
- Acted as main point of contact for over 70 subscribers and handled over 30 daily assistance calls, live chats, and emails.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Worked with software development team on reported errors and bugs in Jira.
- Analyzed and developed service goals for in-bound call center.
- Outlined daily routine for Support Agents and created SLA's, macros, triggers, API's, and forms via ZenDesk Admin.
I.T. Administrator
Kruse and Muer Rochester
02.2021 - 01.2023
- Troubleshooted and fixed issues with all desktop machines, servers, printers, software, hardware, network connections, and worked with their ISP to get quick resolutions for internet drops during peak service times
- Developed computer information resources, providing for data security and control, strategic computing, and disaster recovery
- Consulted with users, management, and ISP to assess computing needs and system requirements
- Evaluated organization's technology use and needs and recommended improvements to hardware and software
- Created project plans to replace/upgrade each location's computers, printers, and servers to improve efficiently within a provided budget
- Interviewing, recruiting, promoting, and terminating employees based on performance and company needs
- Provided staff with fun and exciting ways to increase our overall sales for each day
- Handling/Managing all incoming and outgoing finances by balancing drawers, safes, distributing tip outs and paychecks
- Budgeting all sales and discounts for the day, matching inventory to these numbers, and creating/importing all data for the end of day reports.
Level II Immediate Response Engineer
Center for Computer Resources
11.2019 - 01.2021
- Started as a Level I Technician and within 7 months was promoted to Level II
- Troubleshooted computers, servers, printers, hardware, and software (anything with an IP address) via remote access for 400+ companies
- Entered commands and observed system functioning to verify correct operations and detect errors within the machine's hardware and the company's network
- Became proficient working with ConnectWise Manage by accurately documenting troubleshooting steps, how issue was resolved - creating, triaging, and assigning tickets - setting up new companies, customers, configurations, SLAs, and resolved over 90% of tickets assigned to me without escalation
- Wrote scripts and executed scripts in Automate, PowerShell, and PowerShell for Microsoft 365
- Managed users, licenses, passwords, devices, and security settings in Microsoft 365 Administration Portal, Partner Portal, and Azure Administration Portal
- Conferred with users and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support
- Monitored, prevented, and removed security threats, malware, adware, ransomware, and internal user security breaches within servers and users' computers
- Also, restored compromised email addresses and domains by identifying and blocking the source of the attack
- Prepared evaluations of software and hardware and recommended improvements and upgrades
- Participated in ongoing training courses to earn certificates that enhanced job skills and knowledge in Microsoft Azure, Microsoft 365, Cloud Computing, etc.
Education
High School Diploma -
Eisenhower High School
09.2009
I.T. Network Security -
Macomb Community College
09.2009
Skills
- Technical Troubleshooting
- Customer Service/Support Expert
- Microsoft 365 Admin/Troubleshooting
- Data Recovery
- Network Diagnostics
- Desktop Support
- Software Installation, Diagnosis, and Updates
- Hardware Installation, Diagnostics, and Updates
- User Credential Management
- LAN/WAN
- TCP/IP
- Ticket Support System Management/Escalation
- Mac Systems
- Performance Optimization/Testing
- Software Debugging
- Teamwork and Collaboration
- Debugging
- Problem-Solving
- Technical Documentation
- JIRA Systems
- Windows Servers
- Training Material Development
- Bug Tracking
- Attention to Detail
- Root Cause Analysis
- Requirements Gathering
- ITSM Software
- Windows PowerShell
- Remote Diagnostics/Support
- Product Knowledge
- Employee Training
- Active Directory
- ZenDesk
- ConnectWise (Manage, Automate, and ScreenConnect)
- Computer/Network Security
- Process Improvement
- Issue Research
- Critical Thinking
Certification
Certified Web Developer - HTML5, CSS3, and JavaScript
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Each small task of everyday life is part of the total harmony of the universe.
Saint Thérèse de Lisieux
Timeline
Lead Technical Support Agent
CurbWaste
11.2022 - 11.2023
I.T. Administrator
Kruse and Muer Rochester
02.2021 - 01.2023
Level II Immediate Response Engineer
Center for Computer Resources
11.2019 - 01.2021
I.T. Administrator / Office Assistant
Bee's Video Productions
01.2011 - Current
High School Diploma -
Eisenhower High School
I.T. Network Security -
Macomb Community College
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