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Victor
IT Service Delivery Associate at BetterWorld Technology
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Competencies
Expertise in troubleshooting Windows environments and enterprise software, ensuring seamless end-user experiences.
Proficient in diagnosing network issues, managing cabling, and maintaining connectivity for optimal performance.
Skilled in hardware diagnostics, preventive maintenance, and infrastructure setup to support organizational needs.
Dedicated to providing effective support with a focus on end-user satisfaction and issue resolution.
Education
Languages
Summary
Experienced IT professional with expertise in technical support, network administration, and infrastructure management. Adept at troubleshooting, security, and ensuring system reliability for diverse organizations.
Key Achievements
- Provided Tier 1 technical support to remote end-users, ensuring quick resolution of Windows 10/11 issues.
- Managed user identities and access permissions, enhancing security and operational efficiency.
- Installed and maintained PoS software, ensuring system availability and business continuity.
- Diagnosed and remediated network and hardware issues, reducing downtime and improving performance.
- Designed and deployed structured cabling infrastructure, optimizing physical network setup.
Experience
IT Service Delivery Associate
Delivered Tier 1 technical support to remote end-users, specializing in troubleshooting Windows 10 and 11 environments.. Managed user identities, provisioning, and access permissions using Active Directory (AD) and Azure Active Directory (Azure AD) to ensure secure authentication.. Administered the Microsoft 365 (M365) ecosystem, including license management, Outlook configuration, and collaborative applications.. Configured and optimized network connectivity for remote offices and home users, troubleshooting VPN connections and router settings.. Monitored and maintained network health across multiple sites using UniFi Network Management Controller.. Authored and updated technical documentation for hardware configurations and software deployment procedures.
IT Systems and & Infrastructure Analyst
Installed, configured, and maintained Point of Sale (PoS) software to ensure maximum system availability and operational continuity.. Queried and updated SQL databases to diagnose and resolve PoS software defects and data anomalies.. Identified and repaired physical network infrastructure issues and PC hardware failures on-site.. Authored comprehensive technical documentation for all internal software systems.. Provided direct help desk support and performed routine preventive maintenance on company technological assets.
IT Support Analyst
Provided Tier 1 technical support to 50+ local and remote end-users, resolving Windows 10/11 and enterprise software issues.. Designed, deployed, and maintained structured cabling and physical network infrastructure.. Implemented and managed Ubiquiti point-to-point wireless links, Access Points (APs), and UniFi software.. Configured consumer and enterprise-grade routers, firewalls, and network printers (HP, Canon, Ricoh).. Assisted with basic Windows Server administration, user role assignments, and system updates.
IT Infrastructure Analyst
Diagnosed and remediated physical cabling and network connectivity issues across the facility.. Performed hardware diagnostics, component replacements, and preventive maintenance on desktop workstations.. Delivered in-person technical support and customer service to resolve staff IT requests efficiently.