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@ -30,14 +30,63 @@
id="trianta.dev-.-gregcraw2001gmail.com-.-618-830-5817-.-swansea-il">[
<a href="https://trianta.dev">trianta.dev</a> ] . [
gregcraw2001@gmail.com ] . [ 618 830 5817 ] . [ Swansea, IL ]</h6>
<h6
id="highly-motivated-and-detail-oriented-technology-generalist-with-the-ability-to-excel-in-any-role-using-excellent-communication-problem-solving-skills-and-a-strong-ability-to-work-under-pressure.">Highly
motivated and detail-oriented technology generalist with the ability to
excel in any role using excellent communication, problem-solving skills,
and a strong ability to work under pressure.</h6>
<h2 id="experience">EXPERIENCE</h2>
<h3 id="system-administrator-september-2024---current">System
Administrator (September 2024 - Current)</h3>
<h4 id="gerold-moving">Gerold Moving</h4>
<ul>
<li>Digitized old systems to new faster methods that allowed the
employee to spend less time per document, increasing productivity by
30%.</li>
<li>Organized a centralized knowledge base that collects information for
common technical issues, including step-by-step instructions and
relevant screenshots, to facilitate easy access and understanding.</li>
<li>Provided guidance on using Microsoft Office applications, including
Word and Excel, to help improve productivity and efficiency.</li>
<li>Conducted troubleshooting processes to diagnose and resolve problems
related to software applications and network connectivity.</li>
</ul>
<h3 id="help-desk-level-1-may-2022---july-2022">Help Desk Level 1 (May
2022 - July 2022)</h3>
<h4 id="vinali-staffing">Vinali Staffing</h4>
<ul>
<li>Handled technical support requests from users via phone, email, or
chat, using skills like communication and problem-solving to resolve
issues. Resolved an average of 82% of all technical issues on first
contact.</li>
<li>Responded to issues related to hardware, software, and networking
problems using knowledge of systems and applications.</li>
<li>Achieved an exceptional level of performance and quality within just
one month by minimizing call time and post-call time while increasing
the rate of issues fixed, exceeding expectations of an average time to
reach it being nearly a year.</li>
<li>Successfully maintained a 94% customer satisfaction rating
throughout my tenure and reduced my average conclusion time from 16
minutes to under 5 minutes.</li>
</ul>
<h3 id="mover-november-2017---july-2021">Mover (November 2017 - July
2021)</h3>
<h4 id="gerold-moving-1">Gerold Moving</h4>
<ul>
<li>Moved heavy furniture and boxes from one location to another, often
working in physically demanding conditions and adapting to changing
situations.</li>
<li>Worked as part of a team to complete moves efficiently,
communicating effectively with colleagues to coordinate tasks and meet
deadlines.</li>
<li>Handled fragile or sensitive items with care, taking extra
precautions to prevent damage and ensuring that they arrived at the new
location in good condition.</li>
<li>Provided excellent customer service by listening to clients’
concerns, addressing their issues promptly and professionally, and
resolving problems in a fair and courteous manner.</li>
<li>Experience setting up or installing electronic equipment, including
TVs, computers, and other devices.</li>
</ul>
<h2 id="education">EDUCATION</h2>
<h3 id="b.s.-in-computer-science-may-2024">B.S. in Computer Science (May
2024)</h3>
<h3
id="bachelor-of-science-in-computer-science-completed-may-2024">Bachelor
of Science in Computer Science (Completed: May 2024)</h3>
<h4 id="southern-illinois-university-edwardsville">Southern Illinois
University Edwardsville</h4>
<ul>
@ -57,39 +106,39 @@ integration pipeline that reduced build times by 75%.</li>
</ul>
<h2 id="skills">SKILLS</h2>
<ul>
<li><p><strong>Programming:</strong> C++, C, Bash, Python, SQL,
JavaScript, HTML, CSS</p></li>
<li><p><strong>Tools:</strong> SSH, Git, Apache, Docker, Jenkins, MySQL,
MariaDB, VirtualBox</p></li>
<li><p><strong>Programming Languages:</strong> C++, C, Bash, Python,
TypeScript, JavaScript</p></li>
<li><p><strong>Tools:</strong> SSH, Git, Apache, Docker, Jenkins,
VirtualBox</p></li>
<li><p><strong>Operating Systems:</strong> Windows, Linux, Ubuntu,
Debian, Arch</p></li>
</ul>
<div style="page-break-after: always">
</div>
<h2 id="projects">PROJECTS</h2>
<h3 id="server-management-may-2021---current">Server Management (May
2021 - Current)</h3>
<h4 id="personal-website"><a href="https://trianta.dev">Personal
Website</a></h4>
<ul>
<li>Caring for and updating several servers that use technologies such
as <strong>Docker</strong> and <strong>Apache</strong> to make sure they
run smoothly and securely. Managing a fleet of 3 servers, reducing
downtime by an average of 40%.</li>
<li>Scripts written in <strong>Bash</strong> that could
<strong>automatically perform routine tasks</strong> on computers
running the Linux operating system, to save time and effort.</li>
<li><strong>Used logging tools</strong> to keep track of how the system
was working, which helped me identify and solve any problems that came
up more quickly.</li>
<li>Found and fixed technical issues with my software, and created
improvements to update and correct it for future use.</li>
<li>Created and put online a website, using <strong>Jenkins</strong> and
Dockerfiles to manage the building pipelines and deployment.</li>
<li>Managing a fleet of three servers using <strong>Docker</strong> for
deploying services and <strong>Apache</strong> for domain and subdomain
routing.</li>
<li>Wrote scripts in <strong>Bash</strong> to automatically perform
routine tasks such as backups on <strong>Debian Linux</strong>
servers.</li>
<li>Manage the network infrastructure to allow for local management of
DNS as well as simplified access through private domain addresses for
accessing the servers.</li>
<li>Servers are accessed using <strong>SSH</strong> and secured by only
allowing private key encrypted logins.</li>
</ul>
<h3 id="open-source-contributions">Open-Source Contributions</h3>
<h4 id="github-profile"><a href="https://github.com/Trimutex">Github
Profile</a></h4>
<ul>
<li>Pull Requests: [ <a
<li>Some Merged Pull Requests: [ <a
href="https://github.com/hyprwm/Hyprland/pull/7683">hyprwm/Hyprland#7683</a>
] . [ <a
href="https://github.com/hyprwm/Hyprland/pull/7575">hyprwm/Hyprland#7575</a>
@ -98,25 +147,26 @@ href="https://github.com/hyprwm/Hyprland/pull/7633">hyprwm/Hyprland#7633</a>
]</li>
<li>Collaborated on the launch of new project features, integrating user
feedback into design iterations.</li>
<li>Revived an old project request that had been stuck in limbo for over
a year by updating and recreating it, and it was successfully accepted
and added to the system due to new user demand.</li>
<li>Contributed 9 times to the Hyprland project which uses C++26,
resulting in over 150 changed lines.</li>
<li>Revived and added an old feature request that had been left stale
for over a year by updating and recreating it.</li>
<li>Thoroughly tested software features in an isolated environment
before releasing it into wider use.</li>
<li>Worked together with the main coding team to make sure the project
met all of the required guidelines and quality standards for writing
code.</li>
</ul>
<h3 id="trianta.dev">trianta.dev</h3>
<h4 id="lab.trianta.devtriantatrianta.dev"><a
href="https://lab.trianta.dev/Trianta/trianta.dev">lab.trianta.dev/Trianta/trianta.dev</a></h4>
<ul>
<li>Personally created, designed, and continue to host my personal
website at <code>trianta.dev</code>.</li>
<li>Showcases some of the projects I’ve developed using JavaScript and
Typescript.</li>
<li>The design and layout of the site were organized and implemented
using HTML and CSS.</li>
<li>Created, designed, and continuously host a personal website at
<code>trianta.dev</code>, which showcases some of the completed projects
that were developed using <strong>TypeScript</strong> and
<strong>JavaScript</strong>.</li>
<li>Automatically built and deployed using a combination of
<strong>Jenkins</strong> pipelines and a <strong>Docker</strong>
container built from a Dockerfile.</li>
<li>Utilized Git to manage and track changes within the project, along
with the issues feature of Gitea to plan for future ideas.</li>
</ul>
<h3 id="snakeplusplus">snakeplusplus</h3>
<h4 id="lab.trianta.devtriantasnakeplusplus"><a
@ -130,62 +180,6 @@ design and implement a modular architecture.</li>
<code>CMake</code> which makes compilation simple and
straightforward.</li>
</ul>
#
<div style="page-break-after: always">
</div>
<h2 id="experience">EXPERIENCE</h2>
<h3 id="system-administrator-september-2024---current">System
Administrator (September 2024 - Current)</h3>
<h4 id="gerold-moving">Gerold Moving</h4>
<ul>
<li>Updated old systems to new methods to digitize current practices,
increasing productivity by 30%.</li>
<li>Designed and deployed a system for generating and managing complex
passwords using principles from industry-leading frameworks like NIST
800-63.</li>
<li>Developed a centralized knowledge base that housed detailed guides,
procedures, and troubleshooting steps for resolving common technical
issues. Organized the collected information into structured documents,
including step-by-step instructions and relevant screenshots, to
facilitate easy access and understanding.</li>
<li>Managing Windows-based systems and implementing desktop
administration best practices.</li>
</ul>
<h3 id="help-desk-level-1-may-2022---july-2022">Help Desk Level 1 (May
2022 - July 2022)</h3>
<h4 id="vinali-staffing">Vinali Staffing</h4>
<ul>
<li>Responded to technical support requests from users via phone, email,
chat, or in-person, using skills like communication and problem-solving
to resolve issues. Successfully resolved an average of 82% of all
technical issues on first contact.</li>
<li>Resolved issues related to hardware, software, and networking
problems using knowledge of systems and applications to identify root
causes.</li>
<li>Achieved an exceptional level of performance and quality within just
one month, exceeding expectations of an average time to reach it being
nearly a year. Successfully maintained a 94% customer satisfaction
rating throughout my tenure.</li>
<li>Escalated complex technical issues, resulting in timely resolution
and improved user satisfaction. Reduced the average response time from
16 minutes to under 5 minutes.</li>
</ul>
<h3 id="it-help-desk-november-2017---july-2021">IT Help Desk (November
2017 - July 2021)</h3>
<h4 id="gerold-moving-1">Gerold Moving</h4>
<ul>
<li>Provided technical support, including malfunctioning software and
networking issues.</li>
<li>Conducted troubleshooting processes to diagnose and resolve problems
related to software applications, operating systems, and network
connectivity. Successfully resolved an average of 17 technical issues
per week.</li>
<li>Fixed issues regarding computers running Microsoft Windows, as well
as with Microsoft Office 365 software and services.</li>
<li>Disassembled and reassembled computer systems to identify and fix
problems with individual parts or components.</li>
</ul>
<h2 id="other-skills">OTHER SKILLS</h2>
<ul>
<li>Eagle Scout, Software Development, Server Management</li>

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@ -3,12 +3,37 @@ Gregory Crawford
###### [ [trianta.dev](https://trianta.dev) ] . [ gregcraw2001@gmail.com ] . [ 618 830 5817 ] . [ Swansea, IL ]
###### Highly motivated and detail-oriented technology generalist with the ability to excel in any role using excellent communication, problem-solving skills, and a strong ability to work under pressure.
EXPERIENCE
---------
### System Administrator (September 2024 - Current)
#### Gerold Moving
- Digitized old systems to new faster methods that allowed the employee to spend less time per document, increasing productivity by 30%.
- Organized a centralized knowledge base that collects information for common technical issues, including step-by-step instructions and relevant screenshots, to facilitate easy access and understanding.
- Provided guidance on using Microsoft Office applications, including Word and Excel, to help improve productivity and efficiency.
- Conducted troubleshooting processes to diagnose and resolve problems related to software applications and network connectivity.
### Help Desk Level 1 (May 2022 - July 2022)
#### Vinali Staffing
- Handled technical support requests from users via phone, email, or chat, using skills like communication and problem-solving to resolve issues. Resolved an average of 82% of all technical issues on first contact.
- Responded to issues related to hardware, software, and networking problems using knowledge of systems and applications.
- Achieved an exceptional level of performance and quality within just one month by minimizing call time and post-call time while increasing the rate of issues fixed, exceeding expectations of an average time to reach it being nearly a year.
- Successfully maintained a 94% customer satisfaction rating throughout my tenure and reduced my average conclusion time from 16 minutes to under 5 minutes.
### Mover (November 2017 - July 2021)
#### Gerold Moving
- Moved heavy furniture and boxes from one location to another, often working in physically demanding conditions and adapting to changing situations.
- Worked as part of a team to complete moves efficiently, communicating effectively with colleagues to coordinate tasks and meet deadlines.
- Handled fragile or sensitive items with care, taking extra precautions to prevent damage and ensuring that they arrived at the new location in good condition.
- Provided excellent customer service by listening to clients' concerns, addressing their issues promptly and professionally, and resolving problems in a fair and courteous manner.
- Experience setting up or installing electronic equipment, including TVs, computers, and other devices.
EDUCATION
---------
### B.S. in Computer Science (May 2024)
### Bachelor of Science in Computer Science (Completed: May 2024)
#### Southern Illinois University Edwardsville
- **GPA:** 3.15
@ -18,40 +43,41 @@ EDUCATION
SKILLS
------
- **Programming:** C++, C, Bash, Python, SQL, JavaScript, HTML, CSS
- **Programming Languages:** C++, C, Bash, Python, TypeScript, JavaScript
- **Tools:** SSH, Git, Apache, Docker, Jenkins, MySQL, MariaDB, VirtualBox
- **Tools:** SSH, Git, Apache, Docker, Jenkins, VirtualBox
- **Operating Systems:** Windows, Linux, Ubuntu, Debian, Arch
<div style="page-break-after: always"></div>
PROJECTS
--------
### Server Management (May 2021 - Current)
#### [Personal Website](https://trianta.dev)
- Caring for and updating several servers that use technologies such as **Docker** and **Apache** to make sure they run smoothly and securely. Managing a fleet of 3 servers, reducing downtime by an average of 40%.
- Scripts written in **Bash** that could **automatically perform routine tasks** on computers running the Linux operating system, to save time and effort.
- **Used logging tools** to keep track of how the system was working, which helped me identify and solve any problems that came up more quickly.
- Found and fixed technical issues with my software, and created improvements to update and correct it for future use.
- Created and put online a website, using **Jenkins** and Dockerfiles to manage the building pipelines and deployment.
- Managing a fleet of three servers using **Docker** for deploying services and **Apache** for domain and subdomain routing.
- Wrote scripts in **Bash** to automatically perform routine tasks such as backups on **Debian Linux** servers.
- Manage the network infrastructure to allow for local management of DNS as well as simplified access through private domain addresses for accessing the servers.
- Servers are accessed using **SSH** and secured by only allowing private key encrypted logins.
### Open-Source Contributions
#### [Github Profile](https://github.com/Trimutex)
- Pull Requests: [ [hyprwm/Hyprland#7683](https://github.com/hyprwm/Hyprland/pull/7683) ] .
- Some Merged Pull Requests: [ [hyprwm/Hyprland#7683](https://github.com/hyprwm/Hyprland/pull/7683) ] .
[ [hyprwm/Hyprland#7575](https://github.com/hyprwm/Hyprland/pull/7575) ] .
[ [hyprwm/Hyprland#7633](https://github.com/hyprwm/Hyprland/pull/7633) ]
- Collaborated on the launch of new project features, integrating user feedback into design iterations.
- Revived an old project request that had been stuck in limbo for over a year by updating and recreating it, and it was successfully accepted and added to the system due to new user demand.
- Contributed 9 times to the Hyprland project which uses C++26, resulting in over 150 changed lines.
- Revived and added an old feature request that had been left stale for over a year by updating and recreating it.
- Thoroughly tested software features in an isolated environment before releasing it into wider use.
- Worked together with the main coding team to make sure the project met all of the required guidelines and quality standards for writing code.
### trianta.dev
#### [lab.trianta.dev/Trianta/trianta.dev](https://lab.trianta.dev/Trianta/trianta.dev)
- Personally created, designed, and continue to host my personal website at `trianta.dev`.
- Showcases some of the projects I've developed using JavaScript and Typescript.
- The design and layout of the site were organized and implemented using HTML and CSS.
- Created, designed, and continuously host a personal website at `trianta.dev`, which showcases some of the completed projects that were developed using **TypeScript** and **JavaScript**.
- Automatically built and deployed using a combination of **Jenkins** pipelines and a **Docker** container built from a Dockerfile.
- Utilized Git to manage and track changes within the project, along with the issues feature of Gitea to plan for future ideas.
### snakeplusplus
#### [lab.trianta.dev/Trianta/snakeplusplus](https://lab.trianta.dev/Trianta/snakeplusplus)
@ -60,33 +86,6 @@ PROJECTS
- Utilizes **object-oriented programming** principles to design and implement a modular architecture.
- Easily built and used on any computer system, thanks to the use of `CMake` which makes compilation simple and straightforward.
<div style="page-break-after: always"></div>
EXPERIENCE
---------
### System Administrator (September 2024 - Current)
#### Gerold Moving
- Updated old systems to new methods to digitize current practices, increasing productivity by 30%.
- Designed and deployed a system for generating and managing complex passwords using principles from industry-leading frameworks like NIST 800-63.
- Developed a centralized knowledge base that housed detailed guides, procedures, and troubleshooting steps for resolving common technical issues. Organized the collected information into structured documents, including step-by-step instructions and relevant screenshots, to facilitate easy access and understanding.
- Managing Windows-based systems and implementing desktop administration best practices.
### Help Desk Level 1 (May 2022 - July 2022)
#### Vinali Staffing
- Responded to technical support requests from users via phone, email, chat, or in-person, using skills like communication and problem-solving to resolve issues. Successfully resolved an average of 82% of all technical issues on first contact.
- Resolved issues related to hardware, software, and networking problems using knowledge of systems and applications to identify root causes.
- Achieved an exceptional level of performance and quality within just one month, exceeding expectations of an average time to reach it being nearly a year. Successfully maintained a 94% customer satisfaction rating throughout my tenure.
- Escalated complex technical issues, resulting in timely resolution and improved user satisfaction. Reduced the average response time from 16 minutes to under 5 minutes.
### IT Help Desk (November 2017 - July 2021)
#### Gerold Moving
- Provided technical support, including malfunctioning software and networking issues.
- Conducted troubleshooting processes to diagnose and resolve problems related to software applications, operating systems, and network connectivity. Successfully resolved an average of 17 technical issues per week.
- Fixed issues regarding computers running Microsoft Windows, as well as with Microsoft Office 365 software and services.
- Disassembled and reassembled computer systems to identify and fix problems with individual parts or components.
OTHER SKILLS
--------

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@ -2,11 +2,63 @@ Gregory Crawford
[ trianta.dev ] . [ gregcraw2001@gmail.com ] . [ 618 830 5817 ] . [ Swansea, IL ]
Highly motivated and detail-oriented technology generalist with the ability to excel in any role using excellent communication, problem-solving skills, and a strong ability to work under pressure.
EXPERIENCE
System Administrator (September 2024 - Current)
Gerold Moving
- Digitized old systems to new faster methods that allowed the
employee to spend less time per document, increasing productivity by
30%.
- Organized a centralized knowledge base that collects information for
common technical issues, including step-by-step instructions and
relevant screenshots, to facilitate easy access and understanding.
- Provided guidance on using Microsoft Office applications, including
Word and Excel, to help improve productivity and efficiency.
- Conducted troubleshooting processes to diagnose and resolve problems
related to software applications and network connectivity.
Help Desk Level 1 (May 2022 - July 2022)
Vinali Staffing
- Handled technical support requests from users via phone, email, or
chat, using skills like communication and problem-solving to resolve
issues. Resolved an average of 82% of all technical issues on first
contact.
- Responded to issues related to hardware, software, and networking
problems using knowledge of systems and applications.
- Achieved an exceptional level of performance and quality within just
one month by minimizing call time and post-call time while
increasing the rate of issues fixed, exceeding expectations of an
average time to reach it being nearly a year.
- Successfully maintained a 94% customer satisfaction rating
throughout my tenure and reduced my average conclusion time from 16
minutes to under 5 minutes.
Mover (November 2017 - July 2021)
Gerold Moving
- Moved heavy furniture and boxes from one location to another, often
working in physically demanding conditions and adapting to changing
situations.
- Worked as part of a team to complete moves efficiently,
communicating effectively with colleagues to coordinate tasks and
meet deadlines.
- Handled fragile or sensitive items with care, taking extra
precautions to prevent damage and ensuring that they arrived at the
new location in good condition.
- Provided excellent customer service by listening to clients’
concerns, addressing their issues promptly and professionally, and
resolving problems in a fair and courteous manner.
- Experience setting up or installing electronic equipment, including
TVs, computers, and other devices.
EDUCATION
B.S. in Computer Science (May 2024)
Bachelor of Science in Computer Science (Completed: May 2024)
Southern Illinois University Edwardsville
@ -24,9 +76,9 @@ Southern Illinois University Edwardsville
SKILLS
- Programming: C++, C, Bash, Python, SQL, JavaScript, HTML, CSS
- Programming Languages: C++, C, Bash, Python, TypeScript, JavaScript
- Tools: SSH, Git, Apache, Docker, Jenkins, MySQL, MariaDB, VirtualBox
- Tools: SSH, Git, Apache, Docker, Jenkins, VirtualBox
- Operating Systems: Windows, Linux, Ubuntu, Debian, Arch
@ -36,48 +88,42 @@ Server Management (May 2021 - Current)
Personal Website
- Caring for and updating several servers that use technologies such
as Docker and Apache to make sure they run smoothly and securely.
Managing a fleet of 3 servers, reducing downtime by an average of
40%.
- Scripts written in Bash that could automatically perform routine
tasks on computers running the Linux operating system, to save time
and effort.
- Used logging tools to keep track of how the system was working,
which helped me identify and solve any problems that came up more
quickly.
- Found and fixed technical issues with my software, and created
improvements to update and correct it for future use.
- Created and put online a website, using Jenkins and Dockerfiles to
manage the building pipelines and deployment.
- Managing a fleet of three servers using Docker for deploying
services and Apache for domain and subdomain routing.
- Wrote scripts in Bash to automatically perform routine tasks such as
backups on Debian Linux servers.
- Manage the network infrastructure to allow for local management of
DNS as well as simplified access through private domain addresses
for accessing the servers.
- Servers are accessed using SSH and secured by only allowing private
key encrypted logins.
Open-Source Contributions
Github Profile
- Pull Requests: [ hyprwm/Hyprland#7683 ] . [ hyprwm/Hyprland#7575 ] .
[ hyprwm/Hyprland#7633 ]
- Some Merged Pull Requests: [ hyprwm/Hyprland#7683 ] . [
hyprwm/Hyprland#7575 ] . [ hyprwm/Hyprland#7633 ]
- Collaborated on the launch of new project features, integrating user
feedback into design iterations.
- Revived an old project request that had been stuck in limbo for over
a year by updating and recreating it, and it was successfully
accepted and added to the system due to new user demand.
- Contributed 9 times to the Hyprland project which uses C++26,
resulting in over 150 changed lines.
- Revived and added an old feature request that had been left stale
for over a year by updating and recreating it.
- Thoroughly tested software features in an isolated environment
before releasing it into wider use.
- Worked together with the main coding team to make sure the project
met all of the required guidelines and quality standards for writing
code.
trianta.dev
lab.trianta.dev/Trianta/trianta.dev
- Personally created, designed, and continue to host my personal
website at trianta.dev.
- Showcases some of the projects I’ve developed using JavaScript and
Typescript.
- The design and layout of the site were organized and implemented
using HTML and CSS.
- Created, designed, and continuously host a personal website at
trianta.dev, which showcases some of the completed projects that
were developed using TypeScript and JavaScript.
- Automatically built and deployed using a combination of Jenkins
pipelines and a Docker container built from a Dockerfile.
- Utilized Git to manage and track changes within the project, along
with the issues feature of Gitea to plan for future ideas.
snakeplusplus
@ -90,61 +136,6 @@ lab.trianta.dev/Trianta/snakeplusplus
- Easily built and used on any computer system, thanks to the use of
CMake which makes compilation simple and straightforward.
#
EXPERIENCE
System Administrator (September 2024 - Current)
Gerold Moving
- Updated old systems to new methods to digitize current practices,
increasing productivity by 30%.
- Designed and deployed a system for generating and managing complex
passwords using principles from industry-leading frameworks like
NIST 800-63.
- Developed a centralized knowledge base that housed detailed guides,
procedures, and troubleshooting steps for resolving common technical
issues. Organized the collected information into structured
documents, including step-by-step instructions and relevant
screenshots, to facilitate easy access and understanding.
- Managing Windows-based systems and implementing desktop
administration best practices.
Help Desk Level 1 (May 2022 - July 2022)
Vinali Staffing
- Responded to technical support requests from users via phone, email,
chat, or in-person, using skills like communication and
problem-solving to resolve issues. Successfully resolved an average
of 82% of all technical issues on first contact.
- Resolved issues related to hardware, software, and networking
problems using knowledge of systems and applications to identify
root causes.
- Achieved an exceptional level of performance and quality within just
one month, exceeding expectations of an average time to reach it
being nearly a year. Successfully maintained a 94% customer
satisfaction rating throughout my tenure.
- Escalated complex technical issues, resulting in timely resolution
and improved user satisfaction. Reduced the average response time
from 16 minutes to under 5 minutes.
IT Help Desk (November 2017 - July 2021)
Gerold Moving
- Provided technical support, including malfunctioning software and
networking issues.
- Conducted troubleshooting processes to diagnose and resolve problems
related to software applications, operating systems, and network
connectivity. Successfully resolved an average of 17 technical
issues per week.
- Fixed issues regarding computers running Microsoft Windows, as well
as with Microsoft Office 365 software and services.
- Disassembled and reassembled computer systems to identify and fix
problems with individual parts or components.
OTHER SKILLS
- Eagle Scout, Software Development, Server Management