Managed an average of 500 tickets per month, maintaining a 98% customer satisfaction rate.Improved first-call resolution rate from 50% to 60% within the first year.Reduced average ticket resolution by 20% through process improvements and automation.Contributed to a 15% reduction in repeat tickets by improving knowledge base articles.Assisted in maintaining 99.9% uptime for critical systems through proactive monitoring and quick issue resolutionImplemented automation scripts that saved the team approximately 20 hours per monthMentored 3 junior technicians, reducing their ramp-up time by 30%Received "Employee of the Quarter" award for implementing a new remote support tool, increasing remote resolution by 25%

Set up and maintain a home lab running multiple Linux distributions (RedHat, CentOS, Ubuntu).Implemented Docker containers for various services, including Plex media server and Nextcloud.Configured and manage Nginx reverse proxy for secure access to home services.Developed a bash script to automate daily backups, reducing manual intervention by 90%.Developed reporting and monitoring tools.Implemented error logging and notification system, improving backup reliability.

Leadership: Led diverse teams in high-stress environments, honing skills inmotivation, delegation, and conflict resolution, essential for guiding cross-functional IT teams.Discipline and Attention to Detail: Cultivated a strong work ethic and meticulous attention to detail while adhering to strict protocols and procedures, ensuring high quality outcomes in all tasks.Adaptability: Thrived in rapidly changing situations, developing the ability to quickly learn new technologies and adapt strategies to meet evolving challenges.Communication: Enhanced verbal and written communication skills by delivering clear instructions and conducting briefings, facilitating effective collaboration with stakeholders at all levels.Problem Solving: Engaged in critical thinking and strategic planning to assess and resolve complex issues, fostering a proactive approach to identifying and mitigating potential challenges.