Technical Support Lead with over a decade of experience, I specialize in optimizing IT infrastructure, network administration, and cybersecurity. My proven track record in leading technical teams, resolving complex IT issues, and enhancing system efficiency has empowered organizations to achieve seamless operations and robust security.I have successfully led projects that reduced hardware issues by 30%, improved user satisfaction, and ensured a 99.5% network uptime. My hands-on expertise in Active Directory, VMware, and SCCM, combined with a deep understanding of IPv4/IPv6 addressing and network security protocols, makes me an asset to any organization looking to bolster their IT environment.I hold a Master’s degree in Information Technology and several industry certifications, including CCNA, MCSA, and Azure Cloud Fundamentals. My approach is client-focused, ensuring that each solution I provide is tailored to the unique needs of the business. Whether it’s troubleshooting, optimizing IT systems, or managing cybersecurity threats, I am committed to delivering top-tier support that drives success.Let’s collaborate to take your IT infrastructure to the next level.

- Led a team of technical support professionals, driving a 30% reduction in hardware issues through proactive maintenance and strategic problem-solving.- Administered critical IT systems, including Active Directory, SCCM, and VMware, to ensure smooth and uninterrupted IT operations across the university.-Enhanced user satisfaction and operational efficiency by delivering prompt, on-site support and resolving complex technical issues.

• Delivered comprehensive help desk support with a 95% user satisfaction rate, managing over 500 user requests per month and ensuring timely resolutions.• Spearheaded hardware and software installations, leading to a 20% improvement in overall system efficiency and performance.• Provided critical technical support that contributed to the smooth operation of university IT infrastructure.

• Resolved escalated technical issues with a 90% first-contact resolution rate, enhancing customer satisfaction and operational efficiency.• Implemented effective network troubleshooting practices, resulting in a 30% reduction in service calls and improved service delivery.• Maintained a 99.5% network uptime through diligent proactive monitoring and issue prevention.

• Provided outstanding customer service, contributing to increased sales and streamlined workflow efficiency.• Managed inventory and sales processes, reducing discrepancies and ensuring consistent product availability.

• Developed and delivered engaging A+ Computing courses, significantly enhancing student engagement and technical proficiency.

• Installed and configured operating systems to optimize system performance and reliability.• Delivered high-quality troubleshooting and support services, maintaining a high standard of customer satisfaction and service excellence.

Key Responsibilities and Achievements:Project Coordination:Developed project plans outlining clear goals and timelines, ensuring on-time and within-budget project delivery.Team Collaboration:Facilitated effective communication and collaboration among team members, enhancing project outcomes.Training Material Development:Created tutorials on internet-related topics, distributed through CDs, increasing digital literacy and knowledge sharing.Skills:Organizational Skills: Project Planning, Team Coordination, Training Material Development.Communication Skills: Team Collaboration, Tutorial Creation, Project Management.Key Projects:Successfully managed and delivered project initiatives that improved team productivity and knowledge sharing.