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Network Power<100 people
Roles
✔️100%
IT
👍100%
Sales & BizDev
Geos
🇺🇸100%
United States
Work Background
IT SUPPORT ASSOCIATE
Amazon Web Services (AWS)IT SUPPORT ASSOCIATE
May. 2022Renton, Washington, United States• Led a strategic project to streamline the reverse logistics process, enhancing data security and customer information protection. • Provide advanced technical support and problem resolution for end-user computing challenges, ensuring alignment with company standards and continually updating knowledge on relevant policies. • Lead initiatives for the imaging, setup, and configuration of project-specific desktop devices, including workstations and laptops, adhering to company specifications for both Mac and Windows systems. • Conduct quality assurance checks and oversee the installation and setup of desktop systems, ensuring adherence to best practices and standard operating procedures.
Battalion Schools and Land Manager
US ArmyBattalion Schools and Land Manager
Oct. 2014 - Mar. 2021Fort Lewis, Washington, United States• Led technology integration for training programs, increasing school attendance by 50% through enhanced educational processes. • Developed and maintained operational procedures for IT systems that supported over 1,500 soldiers, maintaining near-perfect acceptance rates. • Acted as a liaison between technical staff and non-technical users, facilitating effective communication and accurate requirement gathering.
Information Technology Support Specialist
First International Baptist ChurchInformation Technology Support Specialist
Aug. 2011 - Oct. 2014Trenton, New Jersey, United States● Orchestrated a comprehensive overhaul of IT support services, utilizing advanced network management and proactive system monitoring strategies, achieving a 98% user satisfaction rate. ● Successfully implemented cutting-edge IT infrastructure updates, including server upgrades and network security enhancements, significantly boosting system reliability and performance for church operations. ● Developed and conducted comprehensive IT training sessions for staff on troubleshooting and system management, reducing routine IT support requests by 50% through enhanced user self-sufficiency. ● Authored detailed IT documentation, covering system troubleshooting, network setup, and security protocols, streamlining issue resolution and facilitating the onboarding of new IT staff.
Call Center Customer Service Representative
AerotekCall Center Customer Service Representative
May. 2010 - Aug. 2011Cherry Hill, New Jersey, United States• Enhanced customer satisfaction by efficiently resolving up to 50 daily technical and non-technical inquiries, boosting customer loyalty and satisfaction scores by 20%. • Transformed customer inquiry handling by implementing streamlined processes and leveraging CRM tools, resulting in a 20% faster resolution time. • Led a customer satisfaction initiative using an innovative digital feedback platform to analyze real-time customer sentiments, improving feedback scores by 15%. • Improved communication protocols with a standardized response system, ensuring clearer and more concise exchanges and reducing resolution times by 10%.

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