Conducted troubleshooting processes to diagnose and resolve problems
related to software applications and network connectivity.
Utilized technical expertise to analyze and resolve issues with
various hardware components.
Provided guidance on using Microsoft Office applications, including
Word and Excel, to help improve productivity and efficiency.
System
Administrator (September 2024 - Current)
Gerold Moving
Updated old systems to new methods to digitize current practices,
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.
Resolve issues with Microsoft Windows and Office 365 software and
services.
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.
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.
Reduced the average response time from 16 minutes to under 5
minutes.
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.
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 to
help manage the building process, and Docker to make sure everything
works together properly.
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.
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
meets all of the code quality standards.