IT/ICT Advisor Resume Culpeper, VA - Hire IT People

SUMMARY:

Strategic and collaborative IT Professional with a record of engineering complex solutions that deliver immediate impact and sustainable improvements across education, government, non - profit and private sectors.
Keen business sense, with a record of effectively uncovering root causes and leading technical teams through all phases of the project lifecycle. Act as a change agent, capable of critically evaluating and responding to evolving technology environments.
Proactive leader who excels at maximizing available resources and driving teams to outstanding performance. Bilingual English and Swahili.
Managed IT Services - Problem Resolution
Customer Support & Service - Cloud Solutions

TECHNICAL SKILLS:

WORK EXPERIENCE:

Confidential, Culpeper, VA

IT/ICT Advisor

Responsibilities:

Provide technology support for small and medium enterprises (largely non-profit) including IT health assessments, systems configuration, installation of hardware and software, data protection, wireless/cable networking and problem diagnosis and resolution according to established priority guidelines. Drive SMEs towards Cloud Solutions as a Trusted IT Advisor.

Confidential, Reston, VA

Enterprise Technical Support Engineer Sr.

Responsibilities:

Met high KPI, achieving average customer satisfaction score (CSAT) of 90% and outstanding net promoter score (NPS) of +70.
Achieved high knowledge-centered support (KCS) score support knowledgebase of 98%.
Surpassed product support and case management goals, while maintaining high team participation at 85%.

Confidential, Washington, DC

IT Service Delivery Specialist

Responsibilities:

Led process, establishing SOP management of Macintosh computers, reducing communication costs across offices, providing video-teleconferencing, standardizing deployment and management of Macintosh machines, reducing deployment time, and providing support that is more efficient.
Played key role setting up and deploying VOIP to international office in over 100 countries worldwide reducing cost of communication and enhancing teleconferencing services across offices, while improving inter-program collaborative activities, and providing faster deliverables.

Confidential, Washington, DC

Technical Systems Engineer

Responsibilities:

Played key role expanding clientele base from three to twelve corporate customers within DC, MD and VA metro area, maintaining excellent customer support and service, while increasing sales approximately 100%.
Introduced changes in process improvements, leading change within specific projects and across customer organizations, improving efficiency and achieving high ROI.

Confidential, Washington, DC

End-User Helpdesk Support

Responsibilities:

Filed incoming requests to the Service Desk via both telephone and e-mail to ensure timely and efficient case resolution.
Tested fixes to ensure problems had been resolved. Setup and installed new computer systems and prepared decommissioned systems for proper disposal.