Isaac ******

*********@gmail.com ♣ (###) ###-#### ♣ ********, **

Work Experience

Protocol Networks

• Provided remote and on-site tier 1 help desk support for five different companies, totaling 1400 employees across 15 offices using ServiceNow and Freshservice ticketing platforms
• Assisted users with the installation and configuration of desktop/laptop computers and peripheral equipment and software within established standards.
• Troubleshoot issues for Active Directory, Office 365/Microsoft Teams, and Zoom
• Trained and assisted new staff members on company standard operating procedures and protocols
• Configred and imaged systems for new employees and desk builds
• Diagnosed and resolved a range of software, hardware, and connectivity issues while documenting new procedures
• Escalated issues to the appropriate internal departments when required
• Monitored internal system notifications for proactive response and communication of any outages or downtime

Dunkin Donuts

• Food production and customer service duties in a collaborative, fast-paced environment to ensure custoer satisfaction
• Supervised coworkers and provided direction to maximize efficiency and adhere to food safety guidelins

Education

Google IT Automation with Python Professional Certificate

• Self-paced courses developing Python3 scripting skills to automate common system administration tasks
• Analyze real-world IT problems and implment automation at scale by using configuration management with Git and Github for version control

Udacity full Stack Developer Nanodegree

• Self-paced courses designing and developing web applications using HTML, CSS, Python3/Flask, SQL, and Git
• Implement APIs and authentication and authorization to control and manage web applications

Per Scholas

• 3 Month IT course culminating in acquirement of CompTIA A+ and Net+ certifications
• Hands-on learning in classroom setting covering core IT concepts and technologies

North Shore Community College

• Primarily worked with Java, exposed to C++ and SQL

Skills

• Tools and Technology: Python3, Java, SQL, Flask, Active Directory, Microsoft Windows, Zoom
• Comptia A+ and Net+ Certifications