Mae Mendoza

Dedicated IT professional with over four years of experience in system support and helpdesk roles, capable of resolving complicated network issues and enhancing system performance. Proven track record in managing and supporting large-scale of projects. Skilled in configuring systems, training users, and implementing quality management systems.

Has extensive expertise of information system and communication network maintenance, installation, troubleshooting, administrative support, and user management. Seeking to contribute to the success of a dynamic IT team by leveraging my system administration and project management knowledge.

System Support/Helpdesk 

• Accomplished effective technical support for users by implementing efficient troubleshooting techniques, resulting in timely resolution of hardware and software issues
• Implemented seamless installation, configuration, and updating of computer systems and peripherals, enhancing user productivity and functionality
• Maintained meticulous records of support tickets and resolutions in the helpdesk ticketing system, ensuring comprehensive documentation of IT support activities
• Collaborated with fellow IT staff to escalate and resolve complex issues, fostering teamwork and swift problem-solving 
• Successfully resolved application and software issues within the IT Helpdesk, EDMS and other software applications by attending to incoming problem tickets from end users
• Recorded end user information and problem/issue details to facilitate efficient troubleshooting
• Implemented hands-on fixes at the desktop level to swiftly resolve issues and minimize downtime
• Configured systems and applications to optimize functionality and user experience
• Prioritized, scheduled and administered enhancements and defect resolution instances to ensure timely and effective problem resolution 
• Recorded, tracked and documented the problem-solving process, including decisions and actions taken, to maintain comprehensive records through to final resolution
• Communicated application problems and issues to key stakeholders, including management, development teams and end users, ensuring transparency and collaboration
• Participated in testing and conducted post-resolution follow-ups to guarantee satisfactory issue resolution
• Contributed to the performance improvement of new and existing software and applications across the organization by maintaining and providing input on their functionality
• Engaged in the design, development, and delivery of software applications, training programs, and one-on-one tutorials to enhance organizational capabilities

Conestoga College | Applied Network Infrastructure and System Administration September 2022 to April 2024

Relevant Coursework: Information Technology Service Management, Project Management, Hardware and Software Solutions, Networking Routers and Switches, Scripting with PowerShell, Virtualization with Hyper-V, SQL Server, Linux Server, Exchange Server, Advanced Windows Server Roles and Services, Virtualization with VMware vSphere, Management and Leadership Essentials