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Network Power<100 people
Roles
✔️100%
IT
👍100%
Sales & BizDev
Geos
🇺🇸100%
United States
Work Background
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.
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.
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.
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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