Professional Experience

2016-06 – Current

Systems Analyst

Consolidated Edison of NY, New York, NY

• Working closely with various customers from the different organizational departments that frequently call the helpdesk for support on a daily basis. My role will involve developing a close level of trust with the customer.
• Led the Helpdesk team in identifying and creating ideas that will promote a self- service process that will allow our customers to assist themselves. By developing user- friendly training materials such as,

1- Easy to follow Step by step tutorials

2- Instructional Videos

3- Con Edison Virtual Office tutorial guides

4- Educating customers on how to work remotely from home using (CEVO) Con Edison Virtual Office

5- Promote online Training via “Quick-Help” in the new Windows and office environments.

6- Main Frame Troubleshooting guides to support the new CSS desktop

7- Windows 10 “in- place” upgrade assistance with (Missing applications and system drivers)

8- Password Management Tool & HP Service Management

• Handled 95% of calls within 25 seconds to address customer inquiries and concerns.
• Increased customer satisfaction by working closely with various customers from the different organizational departments that frequently call the helpdesk for support on a daily basis. My role involves me to develop a close level of trust with the customer, and by understanding and identifying the needs, circumstances and level of importance of that customer.
• Drove operational improvements which resulted in sharpening response time. Reducing the number of tickets that are escalated to a level 2 support. Additional procedures have been implemented to better assist the needs of our business customers and reduce the escalation process and meeting the Key Performance Indicator or KPI.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Developed team communications and tutorial information guides for Account Lockouts. Revised the Interactive Voice Response process used to securely authenticate all company employees. protecting company assets and enhancing security for the company.

Monitored social media and online sources such as Cybrary, The Hacker News, and ThreatPost to keep up with industry trends.

2012-10 – 2016-01

LAN Administrator

Consolidated Edison of NY, New York, NY

• Made recommendations regarding information technology infrastructure overhauls.
• Monitored networks and network devices to resolve technical problems quickly.
• Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.
• Standardized job tasks and trained junior team members on industry best practices and standards.
• Resolved conflicts and negotiated mutually beneficial agreements between parties.
• Drove operational improvements which resulted in savings and improved profit margins.
• Increased customer satisfaction by resolving application issues.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Handled 50 calls per week to address customer inquiries and concerns.

Resolved critical problems, improved operations and provided exceptional client support.

2009-10 – 2012-05

Support Specialist

Uptown Communications and Electric, Maspeth, NY

• Field service and support technician quality control supervisor.
• Active Directory Network Administration and System Support.
• Configure and troubleshoot HP Terminal client’s Microsoft Client Workstations Support.
• Patch panel troubleshooting and maintenance low voltage Cat 5,6 and 6a RF and custom cable feeds.
• Patch panel wiring panel to panel installations deployment cross connections.
• Server rack and stack installation and wire maintenance LAN WAN support.
• Deployment Administration Support Windows XP Pro – Home Windows – 7 Home Premium – Professional – Ultimate – Starter Editions.
• Clean Installation and Upgrades Windows OS Driver Support Service Pack Patches Updates.
• Hardware Service and support ASUS, Gigabyte, Intel, AMD, Pentium, NVidia and ATI.
• Hardware peripheral component Installation upgrades and conflicts troubleshooting data recovery.
• Customized computer systems build configuration installation and repair and service.
• Software Deployments upgrades troubleshooting and Support.
• Audio/Video installations support and troubleshooting.
• Remote Service and Support Team Viewer VNC Anywhere PC.

Customer service support and technical training instruction.

2018-07 – 2021-06

Associate of Applied Science: Information Administration and Security

LaGuardia Community College of The City University of New York – Long Island City, NY

• Dean’s List 2019 Fall and Spring Semesters and 2020 Spring Semester
• Minored in Computer Operations, Networking and Repair
• Majored in Information Security and Network Administration
• My Current Accumulated 3.516 GPA

Member of Phi Theta Kappa

1987-09 – 1989-06

Associate of Science: Electronics Technology

Programming Systems Institute – New York, NY

• Professional development completed in Math and Science
• Graduated with 3.0 GPA

Awarded 100% Attendance

1984-09 – 1986-06

High School Diploma

City as School – 16 Clarkson Street, New York City, NY

• Professional development completed in Music

Continuing education in Theory of Electronics