As an experienced Systems Administrator and Helpdesk Technician, I bring a unique blend of technical expertise and customer service skills to any team. In my current role at Kashiv BioSciences, I am responsible for the administration, maintenance, backup, restoration, and performance optimization of the company's information systems. I also manage business continuity and recovery, as well as plan and execute equipment selection, installation, configuration, and testing.Prior to this, I worked at IBM as a Helpdesk Technician, where I assisted users with troubleshooting software/hardware/drivers issues and managed accounts in Active Directory, Multifactor Authentication, and Mobile Device Management. I also became a Subject Matter Expert after one year, supporting L1 agents via Slack and Quick Assist, and created Knowledge-based articles for common issues. My exceptional customer service skills are reflected in my average 4.94 out of 5 stars CSAT score and 84% first contact resolution rate.Before entering the tech industry, I served in the United States Air Force as an F-16 Crew Chief, where I maintained aircraft, support equipment, forms, and records. I have obtained leadership skills from the Air Force as well as working as a team lead in the Water Restoration Industry. I have also worked in the Service and Sales industry where I acquired a great deal of patience and customer service related skills.I hold a certification for Azure Foundation (AZ-900). I have completed coursework for CompTIA Network+, Security+, A+, The Foundations of SIP, Introduction to SAN and NAS, and Introduction to Service Management with ITIL 4 from platforms such as IBM Learning, Udemy, and LinkedIn. With my technical expertise and customer service skills, I am confident in my ability to make a valuable contribution to any team.
