Walkens Rochelin
Brooklyn,USA
Summary
Results-driven IT professional with over 7 years of experience in technical support, networking, and infrastructure maintenance. I am skilled in troubleshooting, system administration, and cloud tools with a strong record of improving service efficiency and reliability. Earned a BS in computer science and certified in CCNA, Security+, and ITIL Foundation with a proven ability to resolve complex technical issues and deliver measurable results.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Technician
Interlink Translation Services
Brooklyn, USA
06.2024 - 06.2025
- Resolved 20+ daily technical support tickets involving Windows, networking, and printer issues, maintaining a 95% first-contact resolution rate.
- Managed Office 365 accounts, mailbox permissions, and SharePoint access, improving account provisioning efficiency by 20%.
- Performed Windows OS installations, imaging, and hardware repairs, reducing downtime by 25%.
- Collaborated with senior engineers to optimize system performance and enhance end-user satisfaction.
IT Associate
United Nations Office for Project Services
06.2018 - 12.2023
- Delivered Tier 1 & Tier 2 IT support to over 300 users via Jira ticketing system with 98% SLA compliance.
- Administered Active Directory, VPN connectivity (SD-WAN Meraki, Unify, SonicWall), and network devices in compliance with UNOPS HQ (in Copenhagen) and United Nations security standards.
- Developed IT operational guidelines that improved staff efficiency by 22%.
- Provided remote technical assistance to regional offices in Panama, El Salvador and New York.
- Led system upgrades and network troubleshooting to ensure high service availability and data integrity.
- Provided end-user support, training and documentation on IT procedures, procurement and IT security awareness.
Education
Master of Science -
Illinois Institute of Technology
Chicago, ILBachelor’s degree - computer science
University Quisqueya Amerique
Skills
- Helpdesk Support
- Cybersecurity principles
- Ticketing Systems
- Zendesk
- Jira
- Remote Desktop
- End-User Support
- Windows
- MacOS
- Linux
- Active Directory
- Microsoft Exchange
- VMware
- TCP/IP
- DNS
- DHCP
- VPN
- Routing & Switching
- Cabling structured
- Office 365 Administration
- Microsoft Intra
- Google Cloud Console
- Microsoft Intune
- Endpoint Protection
- MFA
- Network Hardening
- Microsoft 365
- Google Workspace
- SQL
- PowerShell
- Wireshark
- PRTG
- ManageEngine
- Technical Documentation
- Imaging
- Mobile Device Support
Certification
- CompTIA Security+, SY0-701, 07/01/28
- Cisco Certified Network Associate (CCNA), Routing & Switching, Security - No.427244169097FPDG
- ITIL Foundation Certification
Characteristics
- Strong interpersonal & communication skills
- MS Office Suite
- Google Suite
- Ability to work collaboratively as part of a team
- Problem Solving
- Leadership
- Meticulous attention to detail
- Excellent Organizational skills
- Poised under pressure
Timeline
IT Technician
Interlink Translation Services
06.2024 - 06.2025
IT Associate
United Nations Office for Project Services
06.2018 - 12.2023
Master of Science -
Illinois Institute of Technology
Bachelor’s degree - computer science
University Quisqueya Amerique