Houston

Memphis Record Pressing, Memphis, TN IT Support Specialist Mar 2023 - Present • Install, configure, and troubleshoot hardware and software for employees, ensuring optimal system performance. Provision and maintain company-wide IT infrastructure. • Maintain meticulous records of network configurations, device specifications, and issue resolutions to enable efficient troubleshooting. Streamline IT operations. • Deliver first line and advanced phone/email support, resolving a broad spectrum of user issues while achieving an impressive 85% first-call resolution rate. Provide exceptional user support. • Contribute to the knowledge base by documenting solutions and procedures, leading to a 15% decline in recurring support tickets. Drive knowledge sharing. • Configure user emails and set up essential peripherals to ensure new employees have a smooth technological transition. Facilitate seamless onboarding. • Implemented a barcode/RFID inventory tracking system. Flex LTD, Memphis, TN Computer Repair Technician Oct 2018 – Aug 2019 • Identify root causes of computer hardware problems (motherboards, RAM, hard drives, power supplies, etc.) using diagnostic tools and systematic analysis. Diagnose and troubleshoot hardware malfunctions. • Address operating system errors, software conflicts, malware infections, performance bottlenecks using troubleshooting techniques and software tools. Resolve software issues. • Set up new computer systems, install operating systems, drivers, applications, and security software. Install and configure hardware and software. • Implement regular cleaning procedures, system optimization, and software updates to ensure computers run smoothly and minimize future problems. Perform preventative maintenance. • Recover lost files and implement data backup procedures to protect critical information. Data recovery and backup. • Track repair history, inventory, and client information for future reference. Maintain clear documentation. • Reduced repair turnaround time by 25% through the implementation of a streamlined diagnostic and repair workflow. • Achieved a 90% first-time fix rate by carefully analyzing root causes and implementing lasting solutions. • Decreased warranty claims by 15% through proactive maintenance and thorough quality control checks. • Reduced replacement costs by 10% through accurate diagnostics and targeted repairs. Optimized parts utilization.

SKILLS Computer | Customer service | Change Management | Detail-oriented | Leadership | Problem-solving | Decision-making | Teamwork | Collaboration | Creativity | Bilingual | Spanish TECHNICAL SKILLS Operating Systems: Windows (10,11, Server 2016/2022), macOS, Linux. Networking & Security: TCP/IP, DNS, DHCP, Subnetting, VLANs, Firewall Management (Ubiquiti, pfSense, MiKroTik). Systems Management & Optimization: Hardware Installation & Troubleshooting, IT Asset Inventory Management, Backup & Recovery Operations, Network monitoring and optimization, Software Deployment & Patching, Active Directory management, Hardware and software maintenance, Performance Monitoring & Optimization. Cloud Technologies: SaaS Administration (G Suite, M365). Help Desk & End-User Support: Ticketing Systems, Remote Support Tools, End-user training on security awareness, MSP ConnectWise

Computer Science | not Degree