Yinette Wisdom

Experience

• 

  Universidad Tecnológica de La Habana "José Antonio Echeverría"​, CUJAE

  Oct 2008 - Feb 2013

  Associate Professor

  Privately tutored students upon request STEM teacher (Math, Logic and Algorithm, E-commerce, Programming I, II, III ) Help students to think through and solve problems, either by themselves or together as a group. Encourage each child to be an innovator and teach that failure is an essential part of the learning process Schedule tutors for tutorial sessions Track the academic progress of each scholar. Communicate with the scholar's school, teachers, and parents. Show less

• 

  Produccion Trimagen

  Aug 2010 - Feb 2013

  Oversees the IT department and other technical operations within the organization.Experience with the design, installation, and improvement of industrial systems that integrate people, technology, material, and informationExtensive hands-on project work involving efficiency, work design and measurement, industrial cost and controls, data management and system design ergonomics, statistics, and operations research Experience with customer services sales, techniques, and interpersonal social skills Experience leading, planning, and supporting a functionally organized technically oriented environment with staff working on a wide variety of technical activities. Identify technology needs and make recommendations to business decision-makersManage the IT team including developers, security analysts, support technicians, and vendorsMaintain company hardware and software programsUpdate technological equipment in the companyImplement company-wide technology updates and hold sessions to teach employees about new features Show less Creating plans and implementing security measures to protect organizations' networks and systemsMonitors and restricts access to sensitive, confidential, or other high-security data.Modifies security files and applications as able and necessary to provide specialized access, allow new software to be installed or integrated, or correct errors.Performs risk assessments, audits, and tests to ensure proper functioning of data processing activities and security measures.Safeguards system security and improves overall server and network efficiency by training users and promoting security awareness.Determines when to update virus protection systems by monitoring current reports of computer viruses; facilitates or performs needed updates. Show less Providing on-site and remote support for computer workstations, printers, peripherals, and teleconferencing equipment. Install, configure, troubleshoot, repair, and test a variety of technology equipment in a multi-vendor environment including but not limited to computer workstations, printers, peripherals, and teleconferencing equipment in accordance with the program policies. Field incoming help requests from end users via service requests but as required also telephone and email in a courteous manner and provide assistance in person as well as remotely. Document all pertinent end user identification information, including name, location, contact information, and nature of problem or issue within the ITSM tool in a near real-time manner. Resolve issues quickly, and maintain a high level of end-user confidence. Perform software and hardware upgrades & repairs to existing equipment using current processes and provide recommendations for improvements.Monitor Backups and take appropriate corrective action whenever necessary. Monitor end-user asset performance and take appropriate proactive corrective action whenever necessary. Identifies potential problems and understands when problems exist without being prompted. Works individually, and actively participates in integrated teams. Responsible for investigating various computer hardware and software issues independently and with the assistance of peers, vendors, and manufacturer support. Analyzes root causes and resolves issues. Show less

  • Director of IT Operations

    Aug 2012 - Feb 2013

  • Information Security Analyst

    Aug 2011 - Aug 2012

  • Information Technology Help Desk Coordinator

    Aug 2010 - Aug 2011
• 

  Zion Group, LLC

  Feb 2013 - Aug 2017

  Project Administrator & Contracting Assistant

  Perform assigned word processing, general filing, timekeeping, records management, correspondence, and assigned project-related promotional items document processing. Self-manage assigned workload distribution. Effectively coordinate and maintain all project documents, software system inputs, and related billing/invoicing issues per Company policies and procedures. Create, develop, implement, and revise project process improvement(s). Able to preserve confidential information; self-sufficient problem solver; work with little or no supervision and handle multiple projects simultaneously. Manage calendars, schedule meetings and arrange travel itineraries, management of daily office activities. Review project site expenses. Maintain, check, and revise program-level dashboard reports due to the client. Prepare & maintain daily reports for the purchasing manager. Verify purchase orders for accuracy. Open and sort incoming mail. Able to create, correct, and revise complex Excel spreadsheets, tables, charts, and graphs. Basecamp Schedule and help manage weekly and monthly meetings. Show less

• 

  AAC APRENDIENDO A COLOR LLC (Espanol Latino, LLC)

  Aug 2016 - now

  Founder and CEO

  - Responsible for scheduling on-line classes as provided by program rotations and with consultation with other vendors and tutors. - Responsible for handling all technical issues and any supervisory logistical issues and also being responsible for assisting students with technical and user issues related to the Oases Online tutoring Management Program.- Recruiting and training new hire staff.- Administered cloud SaaS platforms (Adobe Creative Cloud and Google Workspace)- Monitoring and management all the IT Operations and security of the organization.- Management all the onboarding staff Show less

• 

  Atlanta International School

  Sept 2017 - Oct 2023

  Experience- Served as a first point of contact for faculty and student escalation points for IT issues. Respond to user queries on troubleshooting IT systems. Forward trouble tickets to appropriate administrator SMEs or higher echelons.- Personally resolved 5000+ support tickets- Authored 50+ knowledge-base articles, canned responses, and how-to videos to expedite issue resolution- Assisted in deployed and preparing devices and accounts for new hires during the onboarding process. * Settled up accounts for new users onboarding tickets (Zoom, Papercut, OneLogin accounts, Manabeac, Veracross, FreshService, Jamf, Apple School Manager (MDM) etc)- Assisted in updating and maintaining the school’s inventory (IT Assets) of hardware and software, including check-out of equipment to faculty, staff, and students- Installing new software and hardware drivers and updating existing ones as needed in Windows, MacOS and Linux devices.- Developed and published IT-related operations functional policies and procedures.- Conducted training sessions on customer service techniques, resulting in an improvement in overall customer satisfaction ratings, new technologies and software- Collaborated with product and other teams to develop new features and enhance existing ones, contributing to the improvement of customer experiences.- Installed, managed, troubleshoots and configured computer hardware, software, systems, networks, printers, scanners, end user apps and certificates.- Monitored and maintained computer systems and networks- Provided technical support across the company ( in person or over the phone). Responded in a timely manner to service issues and requests- Worked with outside vendors diagnostic, repairing and replacing equipment as necessaryTesting new technology- Managed application accounts, account provisioning and configuration- Provisioned all hardware and software inventory for staff, faculty, students and Onboarding tickets. Show less

  • Information Technology Desk Support Technician

    Oct 2022 - Oct 2023

  • Kaleidoscope Afterschool Instructor

    Oct 2021 - Oct 2022

  • Substitute Teacher

    Sept 2021 - Oct 2022

  • Language Support Teacher

    Sept 2017 - Oct 2021
• 

  Rooms To Go

  Nov 2023 - now

  Provided Tier 2 support to Southeast Corp, utilizing ServiceNow and supporting Tier 1 and 2 teams with guidance and resources. - Successfully tested and deployed third-party applications on various devices, ensuring system functionality and business requirements were met. - Proficiently managed a range of device management tools, ensuring uninterrupted uptime and compliance adherence. - Assisted with maintaining, updating, deploy and installing Microsoft Surface Computers and MacOS devices using Microsoft Entra ID, Active Directory and Jamf Pro - Diagnosed and resolved network connectivity issues during software updates and testing. - Collaborated closely and became proficient in device management solutions, including Citrix Workspace, SolarWinds and JuniperMist, for effective management and support of diverse devices. - Leveraged Python scripting for data analytics, tailoring scripts to suit business needs. - Collaborated extensively with IT teams during the IP Optimization and Network Infrastructure Upgrade initiative, providing remote support and hands-on training.- Configuring & deploying Juniper AP41 Access Points along with Mist Access Points.- Using Cisco Unified Call Manager & Cisco Unity Connections to configure CISCO IP Phones & User Accounts.Skill Development · Remote Control · Communication · Establishing Priorities · Operating Systems · Azure Products· Troubleshooting · Desktop Support Management · Remote User Support · Customer Service · Technical Support · Computer Hardware Troubleshooting · Solarwinds· Microsoft Teams · ServiceNow · Collaboration · IT Hardware and Software Solutions · Network Troubleshooting · Device Management Solutions · Device Migration Show less

  • Technical Support Analyst II

    Nov 2023 - now

  • Tier II Mac Technician

    Nov 2023 - now