Summary
Overview
Work History
Education
Skills
Timeline
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Williams Watson

Somerville,NJ

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Excellent track record of response to system problems and data management challenges.

Overview

12
12
years of professional experience

Work History

IT Specialist

AT&T
11.2018 - 04.2023
  • Developed and implemented Service Now ticketing system to monitor over 500 daily incoming service desk tickets, track incidents, and troubleshoot issues.
  • Served as the SME for macOS and Jamf management for endpoint devices.
  • Configured hardware, devices and software to set up workstations for over 2,000+ employees.
  • MDM management including configuration profiles to manage up to 1000+ active apple and android devices, while concentrating on current industry-led security protocols and standards.
  • Spearheaded SCCM configurations from deployment packages, and application installations.
  • Conducted troubleshooting to resolve IT-related and application issues for 2,000+ users.
  • Reduced 80% of manual troubleshooting through automation of scripting.
  • Increased Csat's from 65% to 100% in three months by planning and launching four new key features.
  • Extensive experience in SCCM entire systems development life cycle. Experience creating additional scripts and customs actions for difficult and complex packages.

System Admin

United States Golf Association - USGA
07.2015 - 06.2018
  • Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
  • Established network specifications and analyzed workflow, access, information and security requirements.
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Introduced management tools to create and manage virtual server computing environment.
  • Administered Active Directory administration, including promoting Windows server to domain controller, creating user accounts, resetting user passwords, and managing and maintaining Active Directory and Group Policies.
  • Configured file and print sharing on Windows systems, created share folders, and mapped other Windows systems to the shared folders.
  • Performed computer operation scheduling, backup, storage, and retrieval functions.

IT Engineer

Shock The World
05.2011 - 04.2015
  • Provided secondary training to personnel struggling with technological tools and systems.
  • Executed troubleshooting and server support in both in-person and remote situations.
  • Identified and corrected system faults to minimize operational system downtime.
  • Performed scheduled service work, installations, testing and repairs.
  • Recorded customer issues on a database to streamline processes and fastrack resolutions.
  • Researched the latest technology and products to stay abreast of current trends.
  • Maintained detailed records of fulfillment actions and processing of support agreements.
  • Defined client needs and business requirements to meet and exceed expectations.

Education

Bachelor of Science - Computer Science

Syracuse University
Syracuse, NY
05.2013

Skills

  • Knowledgeable in ConnectWise, Service Now
  • Hardware Troubleshooting
  • Performance Testing
  • Technical Solution Development
  • Project Coordination
  • Offboarding and Onboarding
  • Technical Support
  • Network Troubleshooting
  • Mobile Device Management
  • Disaster Recovery Planning
  • Application Support
  • DevOps Principles
  • Network Protocols

Timeline

IT Specialist

AT&T
11.2018 - 04.2023

System Admin

United States Golf Association - USGA
07.2015 - 06.2018

IT Engineer

Shock The World
05.2011 - 04.2015

Bachelor of Science - Computer Science

Syracuse University

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Williams Watson