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Click here or scroll down to respond to this candidateCandidate's Name
Richardson, TX Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLESummaryI'm Candidate's Name , a dynamic and dedicated professional with a steadfast commitment to continuous personal and career development. I exhibit a proactive approach to surpassing job expectations and embracing new challenges to enhance career diversification. I highly value and foster effective communication and collaboration, striving to build a robust foundation for ongoing learning and growth within any role. I have a proven ability to contribute positively to team efforts, driving organizational success and excellence. I masterSkillsILOOperational Strategy PlanningBudget ManagementProcess DocumentationTeam CollaborationTask DelegationPersonnel SupervisionSQLVPNData AnalysisPayroll ManagementTechnical WritingSecurity Operations ManagementMeeting CoordinationResource AllocationStaffing OptimizationVOIPDevice Refresh/ImagingRecruitment and TrainingShift SchedulingPerformance MonitoringIncident ReportingCost ReductionClient RelationsTechnical TroubleshootingProfile and Device ConfigApp and Software installExperienceSUPERVISOR to SENIOR SUPERVISOR 06/2022 to 04/2024Ecamsecure COMMAND CENTER Dallas, TXCollaborated with department managers to assess and fulfill branch needs, implementing comprehensive operational strategies that improved efficiency by 20% and met all compliance requirements. Supervising over day-to-day for day/ swing/ overnight shifts managing over 50 operators.Controlled the security operations budget, monitoring expenses and documenting processes, resulting in a 15% reduction in operational costs without compromising security standards. System setup, profile configuration for windows, Ring Central and ImmixHired, supervised and trained a team of 50+ security personnel, optimizing staffing through effective shift scheduling and workforce management, which led to a 25% improvement in overall personnel performance and incident response times.Developed and distributed assignments to Video Surveillance Agents based on activity and staffing levels, creating optimal working conditions and enhancing surveillance coverage by 30%.Conducted technical writing for disciplinary actions, Standard Operating Procedures (SOP), training materials, job descriptions, and company hierarchy documentation, improving clarity and consistency across the organization and reducing on-boarding time for new hires by 15%.OVERNIGHT TEAM LEAD 04/2022 to 06/2022Ecamsecure COMMAND CENTER Dallas, TXRespond promptly to inbound CCTV monitor alarms triggers, ensuring immediate action to address potential security breaches. Having to have a keen observational skill to identify and report any unusual activities or incidents. Think quick on your feet while calling clients, law enforcement and other rapid response entities.Sit for long periods in front of the computerand it doesnt bother during high traffic hours on an overnight shift. Work independently with a reliable work ethic, consistently demonstrating dedication to the role. Utilize self-management skills for effective workflow, prioritizing tasks and managing time efficiently.Managing diverse teams to achieve high performance and productivity. Skilled in organizing work, communicating goals, and delegating tasks effectively. Adept at problem-solving, training, and coaching to enhance team member skill sets.Committed to nurturing strengths and identifying areas for improvement, while representing and advocating for team needs. Demonstrates strong leadership by leading by example and fostering a collaborative and positive work environment.CCTV Operator 12/2021 - 04/2022Ecamsecure COMMAND CENTER Dallas, TexasRespond promptly to inbound CCTV monitor alarms triggers, ensuring immediate action to address potential security breaches. Having to have a keen observational skill to identify and report any unusual activities or incidents. Think quick on your feet while calling clients, law enforcement and other rapid response entities.Sit for long periods in front of the computerand it doesnt bother during high traffic hours on an overnight shift.Work independently with a reliable work ethic, consistently demonstrating dedication to the role. Utilize self-management skills for effective workflow, prioritizing tasks and managing time efficiently.Be comfortable with extended computer use, managing multiple surveillance feeds simultaneously. Troubleshoot and solve problems efficiently to maintain uninterrupted surveillance operations.Exhibit quick thinking when communicating with clients and authorities, providing clear and concise information. Ensure timely reporting of incidents, documenting all relevant details accurately and promptly.Manage incoming and outgoing calls professionally; processing high call volumes, aiding and information as needed. Documenting, reporting, inputting and updating data in systems for maintaining accurate and organized recordsIT Service Desk Lead 11/2022 to 10/2023ZENSAR City of San Diego Dallas, TXLed a team of 7 SD L1.5 and L1 team members to deliver voice and non-voice technical support, achieving a 20% increase in resolution efficiency within six months.Documented solutions for complex customer scenarios, resulting in a 15% reduction in recurring technical issues and improving customer satisfaction scores by 10%.Successfully handled over 500 remote infrastructure support requests monthly, with a 95% problem cause analysis accuracy rate, ensuring swift and accurate resolution for customers.Collaborated cross-functionally with internal teams, contributing to a 25% decrease in average response time to customer inquiries and enhancing overall service delivery.Acted as a customer advocate by directly addressing high-priority issues, resulting in a 30% reduction in escalations and capturing valuable feedback to drive process and product improvements.Entry Level IT Support Analyst (Contractor) 08/2021 to 11/2022ICONMA TAYSHAGTX Dallas, TXImplemented and maintained support processes and procedures for various platforms, resulting in a 15% increase in efficiency and a 10% decrease in resolution time over six months.Managed local internet connectivity, wireless, and wired setups, configuring over 50 workstations and ensuring uninterrupted network access for all staff.Provided technical support for local staff, resolving over 200 hardware and software issues monthly with a 90% satisfaction rate.Coordinated with Managed Service Providers (MSP) to monitor, order, and log preventive maintenance, leading to a 20% reduction in downtime and improved reliability of onsite printers, fax machines, and copiers.Participated in systems management and administration, contributing to the successful integration of Exchange and Office365, maintenance of server hardware, phone systems, backups, and network infrastructure, resulting in streamlined operations and increased productivity.PC Support Technician 03/2020 to 06/2021Master Halco Dallas, TXProvided timely one-on-one end-user support and resolution via telephone, email, and other communication channels, achieving a 95% satisfaction rate and resolving over 200 inquiries weekly.Delivered Tier 2 help desk support on software and hardware issues for company standard equipment, reducing incident resolution time by 20% through efficient troubleshooting and resolution techniques.Conducted diagnostics and reporting of imaging software, resulting in a 15% improvement in imaging process efficiency and accuracy.Facilitated a seamless transition for all employees from Skype to Microsoft Teams, conducting training sessions for 150+ employees and ensuring 100% user adoption within two weeks.Maintained accurate IT equipment inventory records, resulting in a 10% reduction in equipment loss and optimizing procurement processes.IT Migration Technical Team Lead (Contract) 09/2019 to 01/2020Raytheon McKinney, TXManaged desktop and laptop backups for over 2000 users across multiple locations in preparation for migration from Windows 7 to Windows 10, ensuring data integrity and seamless transition, resulting in a successful migration with zero data loss.Developed comprehensive documents to aid users in on-boarding and resolving access issues across multiple locations, reducing on-boarding time by 20% and enhancing user experience.Utilized Altiris to efficiently back up users' devices, streamlining backup processes and ensuring data security for all devices.Conducted break/fix activities as required, including drive removal and replacement and SSD backups and replacements, minimizing downtime and maintaining productivity for end-users.Led device refresh and reimagining efforts for all users, providing education and support during the transition to Windows 10, resulting in minimal disruption and high user satisfaction. Additionally, provided training to technicians on troubleshooting errors encountered during backup and imaging processes, improving technical proficiency and reducing resolution time by 15%.Tech Analysts 07/2016 to 04/2019JP Morgan Chase Plano, TXSupported a vast infrastructure including 85,000 desktops/laptops and 20,000 printers across 5600 JPMC retail branches nationwide, ensuring smooth operations and minimal downtime, achieving a 99.9% uptime rate.Successfully trained new hires for the team, contributing to their seamless integration and productivity, and provided essential support to management when required, ensuring continuity of operations and team effectiveness.Delivered comprehensive device support for end users and technicians, resolving hardware and software issues efficiently, resulting in a 20% reduction in support tickets and improved user satisfaction. Additionally, assisted end users with mobile device configurations, enhancing productivity through seamless email and Wi-Fi connectivity.Transitioned to the networking side of the team, demonstrating proficiency in server installation and part replacement, contributing to improved infrastructure reliability and performance.Monitored network stability and addressed outages promptly, performing routine server tasks to maintain optimal performance, ensuring uninterrupted service delivery and minimizing business impact.REMOTE SERVICE DESK SUPPORT 12/2014 to 07/2016Honey Well Plano, TXFacilitated initial setup, network connections, and device reconfiguration for mobility devices across 30 vendors, ensuring seamless integration and functionality, resulting in improved operational efficiency and customer satisfaction.Managed incoming voice calls, emails, and voicemails, providing verbal and remote troubleshooting for hardware and software issues, resolving over 100 inquiries daily with a 90% first-call resolution rate, enhancing user experience and minimizing downtime.Demonstrated proficiency in client-specific systems and devices such as Parature, Ethos, Soti, LogMeIn Rescue, and MobileIron, ensuring smooth operation and efficient support delivery, contributing to improved service levels and customer satisfaction.Collaborated with cross-functional teams to diagnose and resolve complex technical issues, leveraging expertise in troubleshooting methodologies and client-specific systems, resulting in a 15% reduction in average resolution time and enhanced customer support experience.Provided comprehensive user training and support documentation for client-specific systems and devices, empowering users to troubleshoot common issues independently, reducing dependency on support services and improving overall system efficiency.SERVICE DESK SUPPORT 04/2014 to 01/2016COMPUCOM Dallas, TXTroubleshot hardware and software issues, both verbally and remotely, including network and VPN connectivity problems, achieving a 90% first-call resolution rate and enhancing overall user satisfaction.Processed service requests for repairs, on-boarding, service outages, access and permissions, and Active Directory management, successfully handling over 150 requests per month with a 98% accuracy rate.Collaborated with multiple vendors and priority clients, such as the City of Dallas Police and Children's Hospitals, ensuring timely and effective resolution of technical issues, contributing to a 15% increase in client satisfaction scores.Managed on-boarding processes and facilitated seamless access and permissions setup for new employees, reducing on-boarding time by 20% and ensuring immediate productivity.Monitored and addressed service outages promptly, reducing average downtime by 30% and maintaining continuous service availability for critical clients and operations.REMOTE SUPPORT SPECIALIST 06/2013 to 04/2014IQOR Richardson, TXFacilitated initial setup procedures with Android devices for end-users, ensuring smooth integration and functionality, managing over 50 setups weekly and maintaining a 95% success rate.Aided customers and carriers in troubleshooting network-based issues originating from devices, resolving over 100 network-related inquiries monthly with a 90% issue resolution rate, improving user satisfaction and reducing downtime.Managed hardware and software-related tasks, including data transfer and device synchronization, completing over 200 tasks monthly with a 98% accuracy rate, ensuring data integrity and seamless device operation.Demonstrated proficiency in connectivity tasks, including data and Wi-Fi setup, configuring over 100 devices monthly with a 95% success rate, enhancing connectivity options for end-users and improving overall device functionality.Contributed to new hire training sessions and classes, providing expertise and guidance on device setup and troubleshooting techniques, facilitating the on-boarding process for new employees and ensuring proficiency in device operations.HELP DESK/SALES REPRESENTATIVE 08/2012 to 12/2012ETECH Dallas, TXEducated customers on product functions and recommended product selections tailored to their needs, resulting in a 15% increase in customer satisfaction scores and a 10% rise in average order value.Assisted customers in finding suitable payment methods for product purchases, facilitating seamless transactions and reducing payment-related issues by 20%.Provided expedited assistance in locating products for last-minute or short-notice needs, ensuring timely fulfillment of orders and achieving a 95% on-time delivery rate.Collaborated with users to facilitate data transfer between operating systems, resolving over 50 data transfer requests monthly with a 90% success rate, enhancing data accessibility and reducing downtime.Implemented customer feedback mechanisms to continually improve product selection processes and enhance customer experience, resulting in a 25% increase in repeat purchases and positive customer reviews.MOBILITY AND NETWORK SUPPORT REPRESENTATIVE 01/2011 to 03/2012SPRINT PCS Haltom City, TXAssisted end users with VPN and network connectivity issues, successfully troubleshooting and restoring dependable service for over 95% of reported incidents, leading to a 20% reduction in recurring connectivity problems.Monitored network for service outages and restoration times, ensuring timely identification and resolution of issues, contributing to a 15% improvement in network uptime and reliability.Served as the team Subject Matter Expert (SME), keeping the team up to date with new procedural changes, which improved adherence to protocols and enhanced overall team performance by 25%.Aided peers in improving their technical skills and knowledge, resulting in a 30% increase in team productivity and faster issue resolution times.Conducted training sessions for new hires, facilitating their Onboarding process and ensuring they reached full productivity 20% faster than the previous training cohort.Education and TrainingCOURSERA 2024Google Learning ProgramAMERICAN INTERCONTINENTAL UNIVERSITY 2018 Currentbecoming a member of Epsilon Pi Tau in my first yearBachelor of Science in information technology specializing in networking in progressGPA: 3.85CERTIPORT 2016Microsoft Office Specialist: Word 2013RICHLAND COLLEGE 2014-CurrentCCNA in Networking and SecurityCertification in PC SupportNetworking Security and ProgrammingHelp-desk SupportMicrosoft Word (fall 2014)Lake Highlands High School 2003-2007Diploma |
