Information Technology Assistant
CurrentSolved and improved the network VPN connectivity by providing alternative protocols to use•Successfully managed and prioritized support tickets based on the type and severity of the report incidents, reducing response time by 30%•Provided technical assistance to end-users, resulting in a 20% decrease in recurring issues and a 25% increase in user satisfaction ratings•Participate in creating an IT Disaster Recovery Plan•Ensured technical systems were functioning correctly, resolving technical issues on time and reducing system downtime by 25%. Coordinated with other technical staff to ensure service level agreements were met 100% of the time.•Conducted daily backup operations and successfully restored data preventing significant data loss•Create and document technical processes, leading to an improvement in operational efficiency,. Identified and implemented major areas for process improvement, resulting in a decrease in recurring issues
