Summary

Bilingual IT professional with excellent customer service skills. I am seeking a front-end position in a structured and nurturing company that allows for professional and personal growth and development. I value discipline, loyalty, reliability, self-motivation, and analytical thinking above all else.

Employment
Freelance Web Developer
Freelancer · 
Feb. 2023​ to Current
 · 
Asheville
ePlus
Service Desk Analyst · 
Jan. 2020​ to Feb. 2023​
 · 
Remote

- Closed 84.8% of trouble tickets on the first call without escalation in 2021.

- Handles technical troubleshooting within an enterprise environment. Navigates common issues such as user administration, network outages, network printers, IP phones and enterprise tools.

- Provides remote assistance with software deployment, and system configuration.

- Effectively communicate with a variety of departments.

- Proactively investigate and resolve end user problems/complications.

- Adaptability to multiple enterprise environments. Following a process oriented approach.

- Utilizes problem solving skills to find solutions to unusual issues.

Central Piedmont Community College
Information Systems Technician · 
May 2018​ to July 2019​
 · 
Charlotte, N.C.

- Deployed first-level support to users by installing, configuring, troubleshooting and maintaining user’s hardware and software.

- Responded to inquiries and requests from users and provided assistance with the college’s computer systems.

- Coordinated with other units within ITS to clear up problems as was necessary.
Information Systems Technician Intern · 
May 2017​ to May 2018​
 · 
Charlotte, N.C.

- Arranged excellent customer service and technical assistance to students and staff around campus.

- Commended for quickly resolving complex issues including system crashes in Smart classrooms, computer classrooms, and conference rooms.

- Controlled client’s computer to fix, install or upgrade software related issues.

Education
Central Piedmont Community College · 
Jan. 2017​ to Dec. 2020​
A.A.S. IT, specialty in Web Technologies ​
Central Piedmont Community College · 
May 2015​ to Dec. 2016​
Academic English as a Second Language ​
Skills
Expertise: Technical Troubleshooting, End User Training, Committed to excellence, Customer Service,  IT Infrastructure & Performance Tuning,  Detail-oriented, Disciplined, System Upgrades & Optimization, Security, Backup & Recovery Solutions, Technical & User Documentation, Relationship Management, Time Management, Adaptability, Front-End
Applications: Okta, Citrix, Bomgar, Fuze, Zscaler, Service Now, Shoretelsky, Symantec VIP Manager, Beyond Trust, Epic, Avaya, Mitel, Cisco Finesse, VS Code, VMWare Horizon, AD, CMD