DETAILSOrlando, FL craig.a.velez@gmail.com SKILLSIT Service Management IT Hardware Support Operating Systems Virtualization Backup & Recovery Systems Network Administration Network Security Incident Management Disaster Recovery Cybersecurity Cryptography |
PROFILEI am a dedicated and experienced Information Technology professional with over ten years of experience configuring and supporting enterprise IT systems and nearly five years supporting healthcare systems. My primary skills include hardware management, networking, Windows Enterprise, server configuration, application support, mobile device management, technical writing, and cybersecurity. My commitment is to optimize processes and facilitating effective knowledge communication to enhance the relationship between team members and their support services. EMPLOYMENT HISTORYService Desk Analyst Intermediate at AdventHealthSeptember 2021 — Present– Facilitated interdepartmental ticket triage and resolution to assist organization in meeting SLAs. – Led transition of chat support service team to 24-hour model while developing standardized chat support processes, training, and metrics for growing team from 3 to 28 members. – Provide knowledge documentation, communications, and training materials for Service Desk team. Service Desk Analyst at AdventHealthApril 2019 — September 2021– Remote desktop and application support for ambulatory, office staff, and hospital locations. – Provided level 1 support for Windows OS, Office 365, mobile applications, standard IT hardware, as well as Citrix and VMWare based electronic medical record environments. Information Technology Specialist at Matrix Medical NetworkFebruary 2017 — January 2019– Mobile device management and health monitoring for remote fleet hardware including tablet, laptop, and networking equipment. – Provided onsite and remote application and hardware support for call center, administration, and mobile healthcare providers. – Configured and maintained critical technological systems including PBX VoIP phone systems, building access security systems, and Windows Active Directory User Access and Management systems. Tech Support Representative at Simsol SoftwareOctober 2015 — February 2017– Provided remote technical assistance to software solution clients including software configuration, utilization, and resolving known and unknown errors. – Performed testing and bug detection for software updates. Frontend Developer at Designzillas, LLCOctober 2012 — October 2013– Developed clean and professional web interfaces in an Agile workflow and Scrum methodology. – Involved in defining project direction, design concepts, development stages, and project launch. – Launched and maintained projects within Linux hosting environments. EDUCATIONBachelor of Science, Information Technology, The University of Arizona Global Campus, Chandler AZApril 2021 — September 2024High School Diploma, Crooms Academy of Information Technology2004 — 2008CERTIFICATIONSCertified in Cybersecurity (CC), ISC2November 2023Verify at: https://my.isc2.org/s/MemberVerification Credential ID: 1870753 CompTIA Network+, CompTIAJune 2023Verify at: http://verify.CompTIA.org Credential ID: PFTY2WZYE1F415KS ITIL v3 Foundation, PeopleCertAug 2019Verify at: https://www.peoplecert.org/for-corporations/certificate-verification-service Credential ID: GR750569076CV |