DevOps Engineer & IT Technician

Experienced IT Specialist with expertise in network administration, system troubleshooting, and cybersecurity defenses. Skilled in implementing security measures, conducting system audits, and training staff on security best practices. Known for analytical approach and team collaboration. Seeking challenging role in IT security management.

Nov 2022 - Present As an IT Specialist, I provide technical support for hardware and software issues, manage user accounts and permissions in a cloud environment, and implement security measures to protect systems and data. I conduct regular system audits and vulnerability scans, train staff on security best practices, and collaborate with external security consultants for periodic assessments. I also respond to network security incidents, manage system backups, and automate infrastructure provisioning using tools like Terraform and Ansible. Additionally, I work with containerization tools like er and orchestrate containers using Kubernetes.

Feb 2020 - Sep 2022 In my role as a Service Desk Specialist, I respond to and resolve user-reported issues, provide technical support for hardware, software, and network problems, and collaborate with other IT teams to escalate and resolve complex issues. I create and update knowledge base articles, assist in developing IT policies and procedures, and conduct training sessions for end-users on new systems and applications. I also assist in the installation, configuration, and maintenance of hardware and software, provide technical support for various devices, and monitor IT inventory.

Customer Care Specialist As a Customer Care Specialist, I handle incoming customer inquiries via phone, email, or chat, provide accurate information about products and services, and investigate and resolve customer complaints or issues effectively. I collaborate with other departments to escalate and resolve complex problems, assist customers with order-related tasks, and ensure accurate and timely processing of orders. I stay informed about product features and updates, update knowledge base materials, and maintain detailed records of customer interactions and transactions.