Analog Protocol

Managed IT operations while traveling and pursuing Italian citizenship. Gained valuable experience in customer service and troubleshooting, aiming to return to the IT workforce.

Administered domains and managed user accounts for clients in the US and Canada. Troubleshot various issues including authentication and DNS configurations.

Resolved over 100 escalated service requests monthly, utilizing remote support tools and performing system maintenance to enhance customer service.

Implemented proxy server policies and managed user accounts while enhancing fault resolution time and reducing customer complaints.

Diagnosed and repaired hardware and software issues for B2B customers, providing data recovery services and maintaining system security.

Provided technical support for cloud services and email security, improving team performance metrics and customer satisfaction scores.

Remotely diagnosed and resolved technical issues for clients, overseeing backups and providing end-user support.

Supported monitoring protocols and conducted performance monitoring of SaaS applications, optimizing resources to reduce costs.

Provided support for storage configurations and conducted diagnostics to enhance data security and performance.

Pursuing an Associate’s degree in Criminology, focusing on the study of crime, criminal behavior, and the criminal justice system. This program enhances my understanding of security and risk management in IT.

Completed coursework in Cybersecurity Fundamentals, gaining essential knowledge in protecting systems, networks, and programs from digital attacks.

Completed online coursework in Learn to Program: The Fundamentals, focusing on basic programming concepts and techniques to enhance my technical skills.

Completed a Bachelor of Science in Computer Science, focusing on software development, systems analysis, and programming languages. Gained hands-on experience through various projects and coursework that prepared me for a career in IT support and application management.