Member

• Jul 2023 - Present

Technical Advisor

• Jun 2023 - Present

IT Technician Mentor

• May 2023 - Present

Coordinating and leading weekly video sessions, I adeptly guide and educate students through CompTIA A+ based coursework, incorporating hands-on simulations to enhance their learning experience. My dedication lies in ensuring student success and fostering a continued sense of motivation as they embark on their journey into the dynamic realm of Information Technology. Coordinating and leading weekly video sessions, I adeptly guide and educate students through CompTIA A+ based coursework, incorporating hands-on simulations to enhance their learning experience. My dedication lies in ensuring student success and fostering a continued sense of motivation as they embark on their journey into the dynamic realm of Information Technology.

Manager | System Administrator

• Feb 2022 - May 2023

As a Team Lead, Technician, and Project Manager, my role is to oversee the daily operations of my team and ensure that all projects are completed successfully to standard and regulation. I manage a group of talented IT professionals and support staff, ensuring they work efficiently and effectively to meet our organization's goals. Duties & Achievements:• Led a team of 10 IT professionals in developing and implementing technology solutions, ensuring adherence to project timelines, quality standards, and budget constraints. • Collaborated with cross-functional teams to assess business needs and identify opportunities for improvement, resulting in the successful deployment of several key projects, including “Iron Main” (A database used to process paperwork digitally) • Managed budgets, resulting in a 10% reduction in operational expenses and a 5% increase in investment in innovation.• Mentored team members to develop their technical and professional skills, resulting in increased productivity, enhanced job satisfaction, and a more vital team dynamic. • Developed and implemented IT policies, procedures, and best practices, ensuring compliance with industry standards and regulations and minimizing data privacy and security risks. • Communicated effectively with senior management to provide updates on IT projects, solicit feedback, and manage expectations, resulting in successful project outcomes and improved relationships. • Conducted regular performance evaluations and provided feedback to team members, resulting in continuous improvement and development of team members' technical and soft skills. Show less

IT Technician | Trainer

• Oct 2020 - May 2023

As an IT specialist and helpdesk professional, I am responsible for providing technical assistance to users who encounter issues with their computers, software applications, and other IT-related systems. I take pride in troubleshooting and resolving technical problems for our end-users and providing guidance and advice whenever necessary.Duties & Achievements:• Provided technical assistance to end-users through phone, email, and chat support, troubleshooting and resolving issues related to hardware, software, and network connectivity. • Conducted initial assessments of incoming support requests, documenting all pertinent information, and escalating more complex issues to senior technicians or other IT teams as needed. • Utilized data analysis to identify inefficiencies in workflows, implementing solutions that increased efficiency by 25%. • Responded to inquiries in a timely and professional manner, following established protocols and procedures to ensure consistency and quality of service. • Assisted with the installation, configuration, and maintenance of hardware and software, including desktops, laptops, printers, and mobile devices. • Participated in training sessions and workshops to improve technical knowledge and skills, staying up to date with the latest trends and developments in the field. • Maintained accurate and detailed records of support tickets and interactions with end-users, using helpdesk software or other tracking tools. • Collaborated with team members and other departments to identify and resolve complex technical issues, and provide end-user training and support to improve user productivity and satisfaction. • Proactively monitored systems and applications to identify potential issues and prevent downtime. • Maintained up-to-date knowledge of emerging technologies and industry trends. Show less

Online Order Support

• May 2019 - Jun 2020

As an Online Order Support Specialist, I am responsible for providing exceptional customer service and support to customers who place orders through our online platform. I process and fulfill orders accurately and efficiently, resolve customer inquiries and issues related to online orders, and collaborate with cross-functional teams to identify and implement process improvements. Additionally, I assist with website maintenance and updates, monitor order status, manage returns and exchanges, and maintain accurate records and documentation of online order transactions. I pride myself on my excellent communication skills, attention to detail, and ability to work effectively in a fast-paced environment. Duties & Achievements: • Provided exceptional customer service and support to online customers, resulting in a 95% customer satisfaction rating. • Processed and fulfilled online orders accurately and efficiently, ensuring timely delivery to customers and meeting or exceeding order volume targets. • Resolved customer inquiries and issues related to online orders, providing clear and concise communication and timely resolution. • Collaborated with cross-functional teams to identify and implement process improvements, resulting in a 20% increase in efficiency and a 15% reduction in order errors. • Assisted with website maintenance and updates, ensuring accurate and up-to-date product information, pricing, and promotions. • Monitored and tracked order status, providing regular updates to customers and resolving any issues that may arise. • Managed returns and exchanges, processing refunds and replacements promptly and accurately. • Assisted with inventory management, ensuring adequate stock levels and timely replenishment to meet customer demand. ●Maintained accurate records and documentation of online order transactions, ensuring compliance with internal policies and procedures. Show less