IT Specialist
EMAPTA
Total years of experience :10 years, 7 Months
• Provided second-level support to internal and external stakeholders, consistently meeting SLA benchmarks, and resolving requests and incidents with a 95% success rate.
• Assisted new hires during the hypercare period, ensuring their smooth transition by resolving submitted requests and incidents within 24 hours, resulting in an increased employee satisfaction rating of 20%.
• Maintained open lines of communication with internal and external stakeholders, providing regular updates on ticket status and effectively managing expectations, resulting in a 30% decrease in customer escalations.
• Configured and deployed Genesys components, ensuring optimal performance and functionality, resulting in a 10% reduction in system downtime.
• Utilized the on-call and Service Edge platforms to deliver timely maintenance and technical support for Genesys, achieving a 95% customer satisfaction rating.
• Conducted network quality assessments, focusing on voice and data loss, identifying areas of improvement that led to a 20% increase in call clarity.
• Implemented and managed a team of three assistant administrators to maintain the company's IT network infrastructure, and servers, and provide IT user support for over 350 users.
• Upgraded and troubleshooted servers, including Windows Server 2008 R2/2012 and Ubuntu/Centos, resulting in improved system performance and reliability.
• Monitored network and server platforms using OSSEC, Cacti, iftop, Nagios, and snort tools to ensure optimal functionality and identify any potential issues.
• Implemented a proactive network monitoring system, resulting in a 25% reduction in network downtime and an increase in overall productivity for 400+ users.
• Upgraded and optimized server infrastructure, resulting in a 15% improvement in system performance and enhanced user experience.
• Collaborated with vendors to negotiate contracts and reduce costs by 10%, saving the company $50, 000 annually.