Experience

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  Procare mobile response llc

  Oct 2005 - Jun 2014

  Emergency medical technician/it administrator

  Proven ability to work in a fast-paced, hectic environment by simultaneously handling patient care with network monitoring. Met company objectives by resolving over 8 support calls per day. Known for handling multiple projects under strict deadlines while adhering to high customer service standards.  Managed the development of new technologies and computer equipment (software and hardware) purchases – able to increase productivity by over 18% while decreasing operational costs. Formed close working relationships with 35 colleagues through capability for communication with all levels of business in clear language that created transparency around technical issues.  Successfully resolved over 40 system breakdowns through quick problem identification and creative solutions. Demonstrated expertise in maintaining printers and email systems and ensuring healthy condition of cable bundles. Fostered strong client relationships with 5 major vendors in the market whenever outside IT products or services needed to be solicited. Offered recommendations for hardware products to continuously improve the system.  Decreased network downtime by 80% with improved installation and update protocol. Achieved 100% adherence to strict corporate SLA of 5 nine’s for user support and network disruption. Recognized for foresight in forming long-term strategies and planning for potential future hardware and organizational needs. Show less

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  Skane wilcox llp

  Jul 2014 - Jun 2019

  It support specialist/system administrator (junior level)

  Ensured rapid and successful analysis, diagnosis, and resolution of user issues by maintaining availability and managing 50 support calls and emails per day under strict time constraints. Maintained detailed documentation of troubleshooting steps and relayed information to 2nd level support. Provided exceptional customer service while resolving complex issues through clear, patient communication.  Noted for superb maintenance and monitoring of company’s IT network, server, and security systems without a single instance of a security breach.  Took initiative in configuring and installing hardware and software, greatly increasing end user productivity by +20%.  Assisted over 100 new users in setting up accounts and managing backup, security, and passwords. Displayed technical prowess in TCP/IP knowledge and troubleshooting to close more than 35 helpdesk tickets involving over 12 unique applications.  Improved stability and performance of system and networks, reducing user downtime by 25%. Show less