As a Systems and Network Administrator at RLI, I am responsible for ensuring the smooth and secure operation of our IT infrastructure. My key duties include managing the full lifecycle of IT systems, from initial development and deployment to ongoing monitoring and support. I focus on optimizing system performance through careful benchmarking and analysis, implementing enhancements that improve efficiency and scalability. I provide specialized support for custom applications and work closely with third-party Managed Service Providers (MSPs) to resolve complex issues promptly. My role includes overseeing the management and support of on-premises Line of Business (LOB) servers, databases, and comprehensive network administration. I handle the setup and maintenance of database systems, such as SQL and IIS servers, and implement automation processes to streamline operations and minimize manual intervention. Additionally, I prioritize data protection and disaster recovery procedures, maintaining detailed documentation to ensure business continuity. My contributions have been integral to sustaining a secure, efficient, and scalable IT environment, supporting RLI's operational excellence and growth.

As a Principal IT Consultant, I develop and recommend IT strategies and solutions to meet the specific needs of small and medium-sized businesses (SMBs), improving their operational efficiency. I lead and manage complex IT projects for SMBs, ensuring they are completed on time, within budget, and to the client’s satisfaction.Serving as the main point of contact for SMB clients, I build and maintain strong relationships, understanding their unique IT needs and challenges. I design and architect IT systems and infrastructure solutions tailored to their requirements.I supervise and mentor a team of IT consultants and technical staff, fostering a collaborative and productive work environment. Providing expert-level technical guidance and support, I troubleshoot issues and ensure the successful implementation of IT solutions for SMBs.I communicate effectively with stakeholders at all levels, including executives, to ensure alignment and transparency in IT initiatives. I identify potential risks in IT projects and develop mitigation strategies to minimize impact.Staying up-to-date with the latest industry trends, technologies, and best practices, I continually improve consulting services for SMBs. Additionally, I prepare comprehensive reports, documentation, and presentations to communicate project progress, results, and recommendations to my clients.

As an IT Consultant, I support our clients by working with our IT team to help identify gaps in their IT infrastructure, policies, and procedures to improve operational efficiency. I assist in managing IT projects, ensuring they are completed on time and within budget.I focus on understanding client needs, building strong relationships, and designing tailored IT systems and solutions. I work closely with my team to provide technical guidance and support, troubleshooting issues to ensure successful implementation.Effective communication with stakeholders is key to ensuring alignment in IT initiatives. I identify and mitigate potential risks in projects, staying current with industry trends to continually enhance consulting services. Additionally, I prepare reports and presentations to communicate project progress and recommendations to clients.

As the Service Desk Team Lead at Weyerhaeuser, I optimized operations and elevated customer satisfaction through strategic team management. By prioritizing tasks and overseeing daily activities, I ensured adherence to SLAs. Monitoring KPIs such as response time, resolution time, and first call resolution rate, I drove a 15% improvement in customer satisfaction.Utilizing data analysis and reporting, I identified areas for improvement, resulting in a 20% reduction in incident resolution time. I managed the Cherwell ticketing system for efficient incident handling and addressed complex escalations beyond the capabilities of first and second-level agents.Collaboration with IT teams, business units, and vendors was essential for coordinating service delivery and aligning with organizational goals. Effective communication through MS Teams and virtual meetings facilitated smooth service updates and changes.I championed knowledge sharing by expanding our knowledge base, which increased first call resolution rates by 10%. Through targeted training sessions and workshops, I enhanced the team's technical and customer service skills, contributing to a 25% boost in overall team performance.

As a Technical Support Analyst II, I have built strong relationships with internal customers, vendors, affiliates, and peers, leading to a 20% increase in customer satisfaction. I efficiently triage and resolve technical issues, successfully managing over 95% of incidents and service requests escalated from Service Desk Tier II to Client Support.I excel in configuring MFA, diagnosing and resolving MFA issues, and installing, configuring, and supporting hardware and software for end-user workstations. I have effectively utilized SCCM client actions to repair software centers on local machines, creating scripts that automated approximately 20% of routine tasks, greatly improving efficiency.My role involves supporting dozens of individual applications, including Microsoft Teams, Skype, Outlook, and all Microsoft Office applications. I have resolved hundreds of unique software issues, often finding solutions to unfamiliar problems through extensive research. My proactive coordination with Dell for repairs has reduced downtime by over 25%.I have led the Computer Refresh Project, imaging and configuring over 500 machines, providing post-deployment support, and maintaining accurate inventory tracking. I also support employees' mobile phone apps and assist the network team in testing within the build room and the entire HQ building.Through creative problem-solving and innovative troubleshooting, I have resolved numerous edge-case issues, achieving a 99% SLA compliance rate. My continuous learning and participation in pilot processes have kept me at the forefront of technical knowledge, enhancing my ability to provide exceptional end-user support.

As an IT Tech Support professional, I have built strong relationships with internal customers, vendors, affiliates, and peers, leading to an increase in customer satisfaction. I manage and resolve technical issues efficiently, achieving a 98% SLA compliance rate.I installed, configured, and supported hardware, software, and peripherals for over 1,500 end-users, reducing downtime by 20%. Using SCCM, I performed over 1,500 operating system upgrades and software deployments, optimizing transitions with minimal disruptions. My asset tracking improved reuse and retirement processes, greatly reducing costs.Prioritizing tasks effectively, I improved deskside support response times by 15% and resolved thousands of issues while maintaining SLAs and KPIs. My proactive troubleshooting enhanced system reliability and user productivity.I maintained open communication with customers about request statuses and issue resolutions, boosting trust and engagement. By continuously expanding my technical knowledge, I stayed ahead of industry trends and best practices.Creating a technical library and wiki/database improved knowledge sharing among IT specialists. Leading a team of four contractors, I developed training agendas, increased ticket resolution efficiency by 10%, and standardized processes. As the lead contact between IT helpdesk contractors and the IT manager, I addressed concerns, supervised activities, and optimized resource allocation and service coverage.

As an IT System Administrator, I manage and configure PCs, laptops, mobile devices, and peripherals (both Mac and PC), while providing support for cloud-based systems. I resolve issues related to emails, printers, video conferencing, and VPNs, and diagnose and fix wired and wireless network connectivity problems. My role involves traveling across North America to conduct IT audits and provide consultancy services for various clients. I also train and assist employees in using software and applications for their daily tasks.I am responsible for setting up workstation desks for new hires and maintaining records of active accounts, office inventory, and distribution groups. I administer and support the MS Office Suite, Outlook, and Office 365, and manage client environments across various Windows versions (XP/7/8/10). My duties include installing, configuring, and supporting a variety of software and applications, while continuously learning about new technologies and providing training as needed.In addition, I conduct unbiased external audits and assessments for clients, developing plans to address identified issues. I offer remote support using tools such as VNC, TeamViewer, GoToMeeting, and through direct communication methods including face-to-face, chat, and phone. I am always ready to take on additional tasks and projects as needed.

As a Help Desk Manager at Apple, I lead our call center's help desk operations, ensuring top-tier technical support for customers. I manage a team of technicians, providing guidance, training, and performance evaluations. Overseeing daily operations, I ensure efficient handling of customer inquiries and technical issues while maintaining service level agreements (SLAs) and key performance indicators (KPIs). I coordinate responses to complex technical issues and escalations, ensuring timely resolution and clear communication with customers.I develop and implement procedures to improve operations, including troubleshooting protocols and escalation processes. Collaborating with IT, product development, and customer service, I ensure comprehensive support for Apple products and services. I generate and analyze performance reports to identify trends and areas for improvement, staying current with new technologies that enhance support capabilities.I collect and analyze customer feedback to drive service improvements and develop training programs to keep help desk staff knowledgeable about Apple products and services. I work flexible hours, including evenings and weekends, to support 24/7 operations, ensuring exceptional customer experiences through effective help desk management.

As a Tier 2 Technical Support Specialist, I am part of a dedicated technical help desk team, handling escalated calls and providing advanced technical support and customer service via phone and email. My responsibilities include troubleshooting, installing, and configuring applications, as well as resolving connectivity issues for end-users on macOS, iOS, watchOS, and tvOS.I make outbound calls to follow up with customers if their queries are not resolved initially. As a team player in a dynamic environment, I collaborate with my colleagues to achieve team goals and maintain high performance standards.I adhere to compliance by providing detailed information on terms and conditions and work diligently to meet key performance indicators (KPIs) to excel in my role. Additionally, I continuously seek ways to improve helpdesk processes and implement best practices to enhance overall efficiency and service quality.

As an SEO Specialist working with small and medium-sized businesses (SMBs), I create, launch, and manage SEO campaigns and PPC ad campaigns, ensuring effective optimization strategies and the achievement of business goals. I conduct thorough keyword analysis to identify opportunities and profitable keywords, driving increased organic traffic for my clients.I am responsible for improving my clients' organic search results through both on-page and off-page optimization techniques. I perform comprehensive website audits, providing consistent feedback on technical and on-page SEO improvements. Utilizing basic programming technologies, I enhance site performance and ensure websites are optimized for SEO.Staying up-to-date with the latest search engine updates, I ensure that my strategies remain effective and competitive. I often overhaul websites to switch to responsive designs or create new landing pages and content to better meet SEO goals. Additionally, I write original, powerful SEO content for blogs and websites as needed.My role includes creating detailed weekly reports to communicate progress and results to clients, maintaining transparency and alignment with their overall marketing goals.