Summary
Highly motivated and detail-oriented IT Technician with 2 years of experience providing comprehensive technical support and system administration in fast-paced environments. Proven ability to diagnose and resolve complex hardware, software, and network issues, enhancing user productivity and satisfaction. Adept at leveraging strong communication skills to deliver effective solutions and streamline IT operations.
Experience
IT Support SpecialistDell Technologies
- Provided first and second-tier technical support to over 500 employees, resolving an average of 30 tickets daily with a 95% resolution rate on first contact.
- Managed and troubleshot Windows 10/11 and macOS environments, reducing average incident resolution time by 15% through efficient diagnostic practices.
Help Desk TechnicianIndeed
- Responded to 40+ help desk requests daily, achieving a 90% customer satisfaction score for problem resolution and professional service.
- Troubleshot software applications, hardware malfunctions, and printer issues for internal staff, reducing system downtime by an average of 10 hours per week.
Projects
Home Network Security Audit Tool
- Developed a Python script to scan local networks for common vulnerabilities (e.g., open ports, weak Wi-Fi encryption), identifying 3 critical security gaps in personal network setup.
Automated User Provisioning Script
- Created a PowerShell script to automate the creation of new user accounts in Active Directory, reducing manual setup time by 75% per user.
- Integrated the script with a CSV input for bulk user creation, successfully processing 50+ users in under 5 minutes.
Education
University of Texas at AustinBachelor of Science in Information Technology
- Graduated with a GPA of 3.8/4.0, achieving Dean's List honors for six semesters.
- Completed capstone project developing a secure network configuration for a small business, achieving 99% uptime in simulated environments.
- Awarded 'Outstanding Student in Networking' for excellence in network design and implementation coursework.
Skills
Operating Systems
Windows 10/11macOSLinux (Ubuntu, CentOS)Windows Server
Networking
TCP/IPDNSDHCPVPNWi-FiRoutersSwitchesFirewalls
Hardware & Troubleshooting
LaptopsDesktopsServersPrintersMobile DevicesA+ Troubleshooting
Software & Tools
Microsoft 365Google WorkspaceActive DirectoryJiraServiceNowConnectWiseRemote Desktop
Cloud & Virtualization
Azure (basic admin)VMware (basic admin)
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