Information Technology Security Candidate

• Delivered comprehensive technical support across Chromebooks, Mobile Devices, Windows OS, and Mac OS.
• Documented and resolved complex technical issues, contributing to a robust knowledge base.
• Created user-friendly remote setup instructions and troubleshooting guides.
• Managed user accounts and access on multiple platforms (Mac OS, Windows OS, AD, LastPass, Slack, Google Workspace Admin, GSuite, Zendesk, Azure
Intune).
• Led pre-hire sessions, facilitating smooth equipment setup and onboarding.
• Collaborated with HR for efficient offboarding processes and equipment retrieval.
• Configured laptops for Azure Domain, handling procurement through Amazon Business Account.
• Prioritized support requests based on urgency and business impact.
• Conducted effective remote support sessions via Slack, Teams, and phone.
• Supported hardware transitions, including Chromebook to Windows OS migration.
• Utilized Jira for efficient support request management.
• Ensured data security and privacy during troubleshooting.
• Actively followed tech trends and networking events.
• Collaborated cross-functionally with teams to upgrade systems.

• Collaborated with a team of 8 members to procure essential parts for cruise ships, focusing on engine replacements and below-deck gears.
• Prepared accurate purchase orders by verifying specifications and prices, seeking recommendations from suppliers for substitute items, and obtaining
necessary approvals from requisitioning departments.
• Utilized the Infoship ticketing system to manage and track purchase orders, ensuring timely and efficient procurement.
• Coordinated closely with the Logistics Warehouse to address urgent orders and expedite deliveries, ensuring smooth operational continuity.
• Demonstrated strong attention to detail by meticulously matching parts and costs, ensuring accurate procurement and budget adherence.
• Resolved daily discrepancy issues related to all vessels, fostering effective communication and swift resolution.
• Revised all confirmation emails to align with the original requests, enhancing accuracy and communication throughout the procurement
process.

• Led a geographically dispersed team of Inventory Leads, fostering clear communication and alignment by conducting regular WebEx meetings to discuss par
levels, equipment replenishment strategies, and stock optimization.
• Strategically managed vendor relationships by orchestrating regular conference calls to obtain reports on hardware availability, lead times, and Service Level
Agreements (SLAs).
• Negotiated contract terms and pricing with vendors, effectively balancing cost-efficiency and quality while advocating for subscription-based, cloud-based, and
perpetual licensing options.
• Collaborated cross-functionally with vendors and internal teams, implementing a streamlined process that reduced equipment delivery time from
manufacturers to end-users by 2 days, resulting in expedited user satisfaction.
• Leveraged ServiceNow CMDB to comprehensively track assets, housing critical details such as RAM, OS, and ownership information, enabling accurate
reporting and efficient asset management.
• Spearheaded process improvements by partnering with vendors to maintain a strategic inventory of laptops and monitors in their warehouse, significantly
shortening equipment delivery times and optimizing stock levels.
• Played an instrumental role in strategic decision-making related to IT procurement and asset lifecycle management, contributing to the alignment of asset
acquisition strategies with the organization’s broader IT strategy.
• Collaborated with cross-functional departments, particularly finance and IT, to ensure prudent budget management and explore cost-effective alternatives,
fostering efficient asset procurement processes while maintaining fiscal responsibility.
• Addressed challenges related to accurate asset tracking by implementing a comprehensive communication strategy with technical teams, ensuring that highvalue
items were consistently recorded, tracked, and accounted for in the CMDB.
• Adhered to IT asset management (ITAM) process.

• Spearheaded the deployment of 8 to 10 devices weekly, reducing deployment time by leveraging vendor imaging solutions.
• Resolved 4-6 complex issues daily, contributing to a streamlined workflow and minimized escalations.
• Provided essential support to over 50 end-users monthly, ensuring seamless operations within a Windows environment.
• Successfully completed the Windows 10 refresh initiative, updating 104 systems in collaboration with a team of 5 members.
• Assisted 2-4 high-level executives, earning commendable feedback for delivering tailored technical support.
• Crafted and improved 10 knowledge base articles, enhancing user self-help capabilities and support efficiency.
• Leverages ticketing systems, including ServiceNow, to diligently track and report progress on issues, with a comprehensive understanding of its functionalities.,
decreasing time-to-resolution by 30%.
• Possesses the capability to conduct thorough research and troubleshooting to resolve complex technical issues.

• Installed hardware components, such as disk drives, printers, keyboards, and monitors, and loaded software packages, including networking components,
operating systems, and office applications.
• Processed RMAs and orders, and conducted internal follow-up to ensure timely resolution of user issues.
• Customized and adapted current programs, such as the Google Migration, to meet users’ needs.
• Reset passwords and troubleshooted Citrix, SharePoint, VMware, and Bullhorn applications for in-house users.
• Configured PCs and laptops, resolved problem tickets, and tracked problems using Front Range.
• Provided job training to new hires and less experienced staff as needed.