Albert Allen

Operated automated and manual processing systems; troubleshot operational issues and coordinated with maintenance to minimize downtime. Selected for special assignment as NMO Sampling Specialist; applied data accuracy and compliance standards to improve operational metrics.

Deployed and configured desktop and laptop systems for JPMorgan Chase enterprise environments via Insight Enterprises. Performed Dell-certified hardware repair, device imaging, and on-site technical support across enterprise client sites.

Leveraged CRM platforms (iPacket, GM Connect) to streamline inventory integration, improving sales efficiency by 20%. Served as on-site technical resource for EV and luxury vehicle systems; provided accurate, consultative product support.

Achieved 95% first-contact resolution rate resolving Tier 1/2 system and software issues across enterprise environments. Managed support tickets and project workflows in JIRA using Agile/Scrum methodology.

Maintained 99.7% customer experience rating supporting enterprise clients across multiple time zones in a fully remote environment. Provided Tier 2 technical support and CRM administration via Microsoft Dynamics 365; supported Azure Active Directory / Microsoft Entra ID user access and permissions; maintained SharePoint-based process documentation.

Ranked Top 1% company-wide for customer satisfaction; awarded Employee of the Month for sustained performance excellence. Reduced customer technical issue resolution time by 50% through efficient troubleshooting and process improvement.

Provided technical support for imaging systems used in clinical imaging workflows at a multi-site gastroenterology healthcare system. Troubleshot Windows workstations, hardware, and TCP/IP network issues affecting imaging system access, restoring service quickly to keep clinical operations running.

Delivered Tier 1/2 technical support and account management for a major healthcare insurance provider. Created and managed 100+ Active Directory and Outlook accounts; performed password resets, user onboarding and offboarding, and resolved 100+ network issues monthly, reducing downtime by 24%.

Provided front-line technical support including firmware installation and wireless networking setup on Windows, Mac, and Linux. Resolved 100+ network issues monthly using TCP/IP, DHCP, and DNS protocols; delivered 20% sales growth through technical consulting.

Pursuing an AI & Prompt Engineering Nanodegree, ongoing since October 2024.

Completed an Introduction to Prompt Engineering course, ongoing since May 2023.

Holds the Microsoft Certified Professional (MCP) credential, ongoing since June 2014.

Certified as an INTEL Certified Specialist in August 2026.

Completed the Train the Trainer certification in July 2026.

Earned the Dell DSP Client Foundations 2025 certification in October 2025.

Earned the Dell Networking Concepts and Features certification in December 2025.

Earned the DSP Security and Privacy Foundation 2025 certification in October 2018.

Studied Business Management and Information Technology at Georgia State University, Perimeter College.

Earned the Dell DSP Client Advanced 2024 V3 certification in October 2025.

Earned the Dell Solution for Microsoft Azure Stack HCI certification in December 2025.