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It Auditor/info Technology Specialist Resume

Richmond, VA

SUMMARY:

Technically experienced and results - driven System Administrator with 5+ years of experience, and extensive experience in deploying, configuring, maintaining, and monitoring hardware, software, and operating systems (MS-Windows/Mac OS). Leverage technical expertise and develop technical support documentation, to effectively address incidents and service requests. Strategic hands-on leader with an ability to improve IT systems to increase productivity by 15% and by collaborating with internal departments as well as enabling solutions in line with company policies and procedures. Well-versed in IT asset management, support processes administration, and customer relationship management.

SKILLS:

Cloud Management

WAN/LAN

Backup/Recovery

Tech Support/Troubleshooting

Printers/Routers/Active Directory

Time Management/ Daily Reporting

Accountability/Adaptability

Leadership/Teamwork

INTERESTS

Investing stocks

Traveling

Marketing

Volunteering

Learning new languages

Cooking/baking software

Microsoft Office Suite/ Azure/ Service Desk/ Service Now/ SharePoint/ AirWatch/ Microsoft Teams/ Cisco WebEx/ Zoom / Team Viewer/ Check Point Endpoint/ Apple Remote Desktop/ Horizon Client/ Active DIrectory

EXPERIENCE:

IT Auditor/Info Technology Specialist

Confidential, Richmond, VA

Responsibilities:

  • Created a technology audit strategy that will change to the ever-evolving changes in the ecosystem.
  • Provide to address matters as it relates to end user support emails, and electronic requests in agreement with established policies, procedures to set forth service-level agreement.
  • Improve technical operations, by helping analyze, maintain, and report from our Keystone/Mange-Engine system.
  • Worked with the CIO to analyze 5+ technology systems which we then implemented a company-wide work from home policy, resulting in an 87% increase in employee satisfaction, a 21% increase in productivity, and a 38% decrease in PTO usage during the pandemic.
  • Tracked previous audit records to improved audit plans resulting in 15% upgraded turnover every year.
  • Implemented a technology audit strategy by wearing multiple hats to address matters that will adjust to the ever-evolving changes in the ecosystem, and it which relates to end-user support emails, and electronic requests in agreement with established policies, procedures to set forth service-level agreement.

IT Helpdesk Coordinator

Confidential, Richmond, VA

Responsibilities:

  • Goal-oriented leader that was always looking to use my time management, leadership, and teamwork skills to improve on day-to-day responsibilities.
  • Applied improvement process enhancements that reduced trouble ticket response time by 45%.
  • Used Service Desk/Service Now to create tickets for password resets and issues with SAP, legacy systems, telephones, and secure websites.
  • Manage Active Directory by assigning different rights to Windows 7 users and create and remove user accounts.
  • Maintained a 97% satisfaction rating over a 36-month period as an IT Help Desk Coordinator.
  • Maintained 97% satisfaction rating in monthly end-user scoring through applied interpersonal skills and providing fast solutions on top of resolving 60+ trouble tickets per day.
  • Reduced downtime for 300+ machines by 22% by scheduling and performing regular maintenance of hardware and software.

System Administrator

Confidential, Columbia, MD

Responsibilities:

  • Results-driven system administrator with 5 years of experience, seeking to use proven formulas and problem-solving skills to improve cost and performance for the company budget.
  • Created user training site that cut trouble tickets by 18%.
  • Implemented a bi-weekly Zoom meeting with 5 other department heads to discuss goals, updates, and challenges, increasing productivity across departments by 15%.
  • Accountable for upgrading and resolving network issues with the VPN system through configuration that resulted in productivity rate of 40% and maintained 200+ Windows computers.
  • Teamed up with VP of Operations to make Information Systems budget to plan in combination with the company’s goals for new system features, enhancements/updates, and monitors performance of budget which helped decreased user trouble tickets by 30% through developing user training hubs.