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  • Academic Level Degree Bachelor
  • Industry Computer Software/Engineering

About me

Collaborative, rational, and results-driven professional with 5 years of experience in IT聽management. From Python to agile management, my creative background aligns with the unique culture and environment of ABC Company. Seeking an opportunity to oversee a team of diligent technicians and work ticketing strategies to reduce staff’s frustrations and improve efficiency.



  • 2016 - Present

    IT Manager

    Created and reorganized SQL queries and scripts for internal troubleshooting, which decreased work tickets by 30% 路 Documented all ticket resolutions, and drafted troubleshooting guides for tech team with images, descriptions, and strategies 路 Prioritized communication with 25 techs to manage and maintain network infrastructure, and reduced excessive tickets by 15% by changing the hierarchical escalation process 路 Analyzed diagnostic data to understand causes and correlations regarding software and network malfunctions, and presented findings to tech team and internal staff 路 Hired 11 technicians, instructing techs in agile project management

  • 2010 - 2016
    Pure Storage

    IT Support Engineer

    Managed work tickets, prioritizing urgent needs and communicating plans with all customers within 24 hours 路 Developed blog posts and FAQ articles to address common issues that helped customers self-address 44% more issues 路 Trained 8 junior techs to manage tickets and daily load with minimal instruction, communicated with customers according to company policy, and developed APIs for internal use 路 Analyzed escalated tickets to identify unnecessary escalations, and coached junior techs to resolve 58% of excessive escalations





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