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I'M

Aimes Cerise.

Aimes Cerise, Website Developer, IT Technician

IT Specialist & System Administrator

A

Detail-oriented and highly skilled Information Technology Specialist with 10 years of experience in providing technical support, managing information technology infrastructure, and implementing innovative solutions to enhance system performance. Proficient in network administration, systems administration, and troubleshooting various hardware and software issues. Adept at collaborating with cross-functional teams to streamline operations and ensure seamless technology integration.

SKILLS

Skills

System Administration, Onboarding, Offboarding

System Administration

Active Directory, O365, Application Management

Active Directory

Network Administration, LAN, WAN, IPSEC

Network Administration

Technical Support

Technical Support

Hardware and Software Repair

Hardware & Software Repair

Team Leadership

Team Leadership

Problem Solving, Advanced Problem Solution, Problem Solving Skills

Problem Solving Skills

Project Management, Vendor Management

Project Management

EXPERIENCE

Experience

2023-Current

Information Technology Consultant

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  • Display courtesy and strong interpersonal skills with all customers and coworker interactions

  • Maintain composure and patience in face of difficult customer situations

  • Identify recurring incidents, anticipate future issues and work with appropriate team to resolve

  • Independently conduct in-depth consultations to assess customer needs and solutions

  • Project and vendor management

  • Webmaster

  • RI State Housing Associations

  • Bold Lines and Brush Strokes https://samgabrielkatz.wixstudio.com/blbs

  • Aimes Cerise Resume Website https://aimescerise.wixsite.com/acerise

  • Create and facilitate IT trainings focusing on computer skills, smart phone skills, and everyday technology use

  • Perform installations, upgrades, troubleshoot issues, and provide end user support for private clients

2022-2023

Realtime Resolutions

Information Technology Specialist

  • Merged data from newly acquired companies with RTR’s Cloud instance by using advanced data integration tools and conducting thorough data validation, leading to seamless integration process that improved data accessibility

  • Constructed and managed team projects and boards by implementing agile methodologies and using project management software, resulting in [20%] increase in project efficiency and on-time delivery rates

  • Acquired emerging, cost-effective technological solutions by conducting market analysis and evaluating vendor options, reducing IT expenditures and adopting innovative tools that enhanced operational efficiency

2019-2022

Shamrock Foods

​AIOPS Engineer

  • Developed internal network status page by gathering requirements from stakeholders and using web development tools to create user-friendly interfaces, resulting in [85%] decrease in internal support inquiries

  • Coded and performed ongoing maintenance of HTML status notification emails by utilizing best practices in email design and testing across multiple platforms, leading to [90%] reduction in email-related support requests

  • Identified root causes and conducted thorough analyses of system incidents by utilizing diagnostic tools and cross-referencing historical data, leading to implementation of targeted solutions and improved system reliability

 

​Operations Center Technician

  • Identified recurring incidents by analyzing incident reports, monitoring system performance, and collaborating with teams to implement targeted fixes and preventive measures, resulting in [75%] decrease in repeat incidents

  • Managed incident response teams during system outages by establishing clear communication protocols and coordinating rapid response efforts, leading to [80%] reduction in downtime and faster resolution of critical issues

  • Utilized tools such as LogicMonitor and PagerDuty to monitor and alert on system outages by configuring custom alerts and real-time monitoring dashboards, reducing response times to system outages by [85%]

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Help Desk Technician

  • Oversaw Windows 10 upgrade project by developing detailed project plans, coordinating with stakeholders, and overseeing deployment processes, resulting in successful upgrades across all systems with minimal disruptions

  • Analyzed CRM data to develop ticketing assignment policies by examining ticket trends and response times and implementing new workflows, leading to [60%] reduction in ticket backlog and exceeding KPI goals by [90%]

  • Troubleshooted Tier 2 issues by systematically diagnosing problems and collaborating with senior technicians for complex cases, decreasing resolution time by [70%] and improving customer satisfaction

2018-2019

Southwest Search and Consulting

Support Center Specialist I

  • Assisted in resolving issues impacting end-users by conducting thorough diagnostics and collaborating with technical teams, decreasing user downtime by [30%] and increasing user satisfaction ratings by [40%]

  • Troubleshooted hardware, software, and account access issues by employing systematic diagnostic techniques and coordinating with support teams, leading to [20%] decrease in resolution time

  • Documented terminations, new hires, and account changes by utilizing centralized HR management system and ensuring accurate data entry, resulting in [30%] reduction in administrative errors and improved compliance

2016-2018

FIS/ProNet

​Operations Center Technician

  • Monitored and maintained network integrity by implementing network monitoring tools and conducting regular security audits, resulting in [15%] reduction in network vulnerabilities and improved overall system reliability

  • Modified port security on Cisco switches and performed basic switch functions by applying configuration changes and running diagnostic tests, leading to [10%] increase in network security and improved switch performance

  • Assisted Technical Support Representative Senior with overflow tickets by prioritizing and addressing high-priority issues, reducing ticket backlog by [10%]

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Team Lead

  • Managed six employees by implementing regular performance reviews, providing ongoing training, and fostering collaborative team environments, resulting in [20%] increase in team productivity and improved job satisfaction

  • Acted as first escalation point for staff by providing timely guidance and solutions for complex issues and facilitating communication with higher management when needed, leading to decreased issue resolution time

  • Collaborated with teams to provide efficient services for clients by setting up regular inter-departmental meetings and sharing real-time updates, reducing service delivery times by [20%]

 

Technical Support Technician II

  • Provided end-user support to 300+ employees in multiple financial companies both nationally and internationally by offering tailored troubleshooting resources, resulting in [15%] improvement in resolution times

  • Utilized remote tools such as Bomgar, VNC, and Dameware to provide remote desktop support by configuring secure connections and delivering assistance, leading to [20%] increase in resolution efficiency for remote issues

  • Followed escalation procedures to escalate and resolve Tier 2 issues by systematically documenting case details and coordinating with specialized teams for advanced troubleshooting, decreasing recurring issues by [10%]

2015-2016

First Bank

Technical Support Technician I

  • Performed installations, upgrades, and troubleshooting of issues impacting 100+ end-users by systematically executing deployment plans and providing hands-on support, resulting in [10%] reduction in system downtime

  • Verified that accounts align with company security policies by conducting audits and cross-referencing account permissions with policy guidelines, leading to increased compliance and reduced security-related incidents

2014-2015

The Bank of Denver

IT Assistant

  • Analyzed security reports, logs, and network traffic by using advanced monitoring tools and performing in-depth data analysis, leading to identification of potential security threats

  • Practiced Disaster Recovery restores and testing by conducting regular drills and validating backup processes, resulting in [95%] reduction in recovery time and enhanced readiness for potential system failures

  • Member of IT, Mobile/Web Banking, and B.C.P. Committees

Recipient of multiple employee of the month and performance awards

Many Books

Education

Johnson & Wales University

Associate of Science 

Culinary Arts 2010-2012

GPA 3.9

University of Arizona

Certificate in MERN Full Stack Web Development 2019

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CONTACT

CONTACT

Lets connect and make something great together!

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Tel: 720-447-0686

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