Christopher Reed Email & Phone Number

San Antonio, Tx, Us

San Antonio, Texas, United States

 Working as agent with call center service desk service for Texas Health and Human Services. Knowledgeable with help desk software.  Troubleshooting technical issues in a complex system.  Basic use of Microsoft O365 applications. Providing strong customer service, with patience and empathy for frustrated or confused users.

San Antonio, Texas, United States

 Charged with implementing and managing all information technology assets, email systems and peripherals at the law firm for over 50 users both remotely and on-site Created annual information technology budget, saving the company nearly $80,000 per year in expenses Conducted security evaluations and audits across networks, systems, and applications, increasing productivity by 20% and maintaining SLA Upheld 99% availability through centralized management of network devices and keeping logs of technical issues and solutions Directed vendor management operations for over 30 suppliers and served as the subject matter expert for information technology assets, resulting in a 20% reduction in downtime incidents and enhanced network reliability on office equipment Enhanced mobile device management protocols to secure sensitive data on over 50 devices, reducing unauthorized access incidents by 40% and ensuring compliance with industry security standards Created detailed instruction sessions for new hires, leading to a 45% increase in employee performance and a 25% reduction in training-related queries within the first two months Maintained over 95% positive feedback from employees by providing technical manuals and documentation Rewrote IT training manual for new employees and trained all new employees on the complete IT systems of the firm, increasing efficiency by 20%

San Antonio, Texas Area

 Analyzed the performance of the company's technical systems and escalated any severe issues to executives or senior technology team members, increasing efficiency by 25% Implemented advanced troubleshooting techniques for VPN, network connectivity, and hardware/software issues on Windows platforms, reducing downtime by 50% Ensured optimal integration and information access by designing and integrating a Windows environment of over 200 users Prevented unexpected service interruptions by 20% by performing system updates, maintenance procedures, and other installations Arranged system testing on information technology systems and peripherals to ensure standard performance Developed a metrics system to improve help desk operations and measure customer satisfaction, increasing company performance by 30%

Fort Sam Houston, Tx

 Analyzed information systems to identify security vulnerabilities and prevent security risks, resulting in a 20% decrease in network exposure Reduced information security attacks by revising and enforcing information security policies Reduced the risk of insider attacks by 20% by implementing the least privilege on user and computer accounts in Active Directory Advised on system and account audits to comply with risk management frameworks Increased patching rates by 30% by performing daily scanning and submitting vulnerability reports to system owners Enforced configuration management to protect company assets from risks associated with policy violations

Lackland Afb, Tx

 Oversaw technical support team providing information technology support and service for over 150 users in multiple field offices Served as project manager for deploying new antivirus software enterprise-wide to reduce the risk of malware infections Load, configure, and troubleshoot software applications unique to the installation and/or customer Perform administrative tasks in support of development and enforce the Information Systems (IS) security guideline policies Enforce system access, operation, maintenance, and disposition requirements, resulting in a 15% increase in user efficiency Maintained systems with current antivirus engines and definitions, resulting in a 25% decrease in security issues Monitor IS performance to ensure that processes and security features, and operating system configurations are unaltered Establish audit trails, conduct reviews, and create archives as directed by the security manager

Fort Sam Houston, Tx

 Ensured proper computer operation so end users can accomplish business tasks Responded to trouble tickets to comply with service level agreements Coordinated data recovery and restoration services through daily backups to support migrations and prevent data loss Halted frequent computer disruptions by troubleshooting customer issues in person and remotely improving customer interactions Facilitated desktop support for over 150 users, patching, upgrading and maintaining desktops and laptops Optimized information technology systems by 30% by continuously monitoring applications, network devices, and operating systems Reduced cybersecurity risk by 25% due to preventive maintenance and minor administration of information systems and networks

Lackland Afb, Tx

 Provide thousands of users in worldwide enterprise with end-user Client Support Admin and Network Computer Center phone support. Created, modified, and assigned mailboxes and distribution lists User orientation on hardware and software Troubleshooting hardware and software issues on desktops and laptops Led team of approximately 8 technicians with knowledge, encouragement, and oversight of their day-to-day call center procedures Analytical/technical troubleshooting skills in hardware and software Maintain passwords, data integrity and file system security for the environments Promoted from Level 1 Technician to Team Lead within one year of employment

Associate'S, Computer Network Systems Technology

Activities and Societies: Alpha Beta Kappa3.75 GPA out of 4.0.

Liberal Arts And Sciences/Liberal Studies