Hensley S-L

IT professional with a bachelor's degree in Political Science and over 3 years of experience in information technology. Demonstrated ability to collaborate effectively with cross-functional teams, deliver exceptional customer service, and resolve complex technical issues. Skilled in aligning IT strategies with organizational objectives while committed to continuous learning in the dynamic tech landscape.

IT Administrator at Napleton's Automotive (2021-01 – Present)

• Delivered responsive technical support to over 150 end-users, resolving 95% of hardware and software issues promptly, minimizing workflow disruptions.
• Collaborated with senior administrators to install, configure, and maintain systems, enhancing overall system functionality by 30%.
• Provided support for applications such as Microsoft 365, Azure AD, Teams, and CDK Global, achieving a 95% user satisfaction rate.
• Executed network troubleshooting techniques, boosting network performance and connectivity for all users.
• Maintained printers and network connections, ensuring optimal printer availability and functionality.
• Configured VPN connections for Cisco and FortiGate Client, enhancing remote access capabilities.
• Utilized Active Directory to assign permissions and access rights, improving data security compliance.
• Streamlined support actions through ticketing systems, reducing ticket resolution time by 40%.
• Conducted repairs on Dell and HP laptops/PCs, decreasing repair turnaround time by 20%.
• Managed an inventory of computer equipment, ensuring efficient allocation and tracking of assets.

Social Media Manager at Napleton's Northlake (2018-08 – 2021-12)

• Managed daily content scheduling and engagement on platforms like Instagram and Facebook, boosting brand visibility.
• Created, edited, and published promotional videos and reels to showcase dealership inventory, leading to a 20% increase in online engagement.

Customer Service at Napleton's Northlake (2018-09 – 2019-09)

• Delivered exceptional customer service and support in a fast-paced environment, ensuring customer satisfaction.
• Maintained accurate digital records of invoices, purchase orders, and financial statements, supporting financial transparency.

Bachelor of Science in Political Science – Palm Beach Atlantic University