I am a highly skilled professional with expertise in system engineering, escalations management, and leadership roles. Currently, I am actively seeking new opportunities in the Central Illinois area for in-office or hybrid positions, as well as remote positions anywhere else. I am confident that my qualifications and experience make me a strong fit for these roles.

Here's a brief overview of my background:

Summary: With a proven track record in optimizing operations and delivering exceptional customer experiences, I excel in problem-solving and providing clear guidelines to teams. My proficiency in various IT technologies ensures efficient service delivery, while my expertise in managing escalations and leading teams has consistently maintained high customer satisfaction. I am adaptable, a continuous learner, and thrive in collaborative environments.

Experience:

• As a Service Delivery Lead, I successfully resolved high-level escalations and collaborated extensively with vendors to address a range of issues, including server outages, networking problems, and challenges with automation suites.
• As a Systems Analyst, I managed user accounts across various systems and provided technical support to clients, addressing simple to complex IT issues.
• In my previous roles as Support Analyst and Windows 10 Deployment Engineer, I provided comprehensive support and streamlined processes to enhance efficiency.

Education:

• Associate of Applied Science in Computer Networking
• Associate of Arts in General Studies

Certifications:

• Multicloud Network Associate
• CompTIA ITF
• Scrum Fundamentals Certified (SFC)
• Six Sigma Yellow Belt
• cPanel Professional (CPP)
• Certified Level 1 Duo Administrator
• Fortinet Network Security Expert (NSE) 1-3
• IT Glue Certified Professional: User Level 1

Skills: My skills include system engineering, escalations management, leadership, multi-factor authentication, server administration, ticket routing and escalation, third-party vendor management, cloud networking, Wordpress development, training and mentoring, workstation deployment and setup, collaboration platforms, network security, Apple MDM, continuous process improvement, email management, project coordination, project planning, project management, document management, cybersecurity tools, domain name system (DNS), web services, IT service management, technical documentation, research and development (R&D), Active Directory, Microsoft Office, Citrix, virtual private network (VPN), crisis management, computer hardware troubleshooting, technical support, Microsoft Outlook, customer service, and network troubleshooting.

If you are aware of any system engineer, escalations, or leadership roles that align with my skills and experience, please send me a private message. I would be more than happy to provide you with my resume and LinkedIn profile for further consideration.