Georgia
Accomplished IT Support Engineer | IT EUS | Healthcare IT | AV & AI Systems | Automation Technician with 8+ years of experience delivering end-user and technical support across healthcare, corporate, and international environments (U.S., U.A.E., Uganda). Known for leveraging advanced technologies to optimize IT operations, reduce downtime, and support 500+ users in high-demand, mission-critical settings. Currently completing a Certificate in Automation Technician (GBC–Canada), complementing an Associate Diploma in Computer Systems, Networking & Telecommunications, and a Certificate in Multimedia & Digital Content Creation. Skilled at integrating IT, automation, and robotics technologies to enhance operational efficiency, streamline workflows, and drive continuous improvement. Recognized for delivering innovative, technology-driven solutions that combine analytical problem-solving with creative digital media expertise, enabling organizations to modernize operations and achieve measurable results. And also on the health part, Am always promoting activities that increase human capacity for providing HIV/AIDS clinical care and support through the development of health care worker training systems.
• Provide field and remote technical support for enterprise endpoint devices including desktops, laptops, printers, and peripheral equipment. • Troubleshoot hardware, software, and network connectivity issues across multiple healthcare locations. • Install, configure, and maintain Windows-based systems and endpoint devices. • Support incident resolution using IT service management tools and ticketing systems. • Perform device imaging, system updates, and hardware replacements to ensure operational efficiency. • Collaborate with internal IT teams to resolve technical issues and maintain service continuity.
• Performed robot localization on operational maps to ensure accurate navigation, positioning, and workflow execution. • Swapped, charged, and monitored robot batteries to maintain continuous uptime and prevent unexpected shutdowns. • Assigned, scheduled, and managed robot tasks in both Auto and Manual modes based on real-time workflow needs. • Observed robot behavior during operation to detect anomalies, navigation issues, or performance deviations. • Worked hands-on with robotics engineers to troubleshoot system faults, communication issues, and software anomalies. • Documented issues, error patterns, and operational observations in master sheets to support engineering diagnostics and software improvement. • Assisted engineers with testing and validating software updates, bug fixes, and system upgrades. • Trained new employees on robot operation, safety protocols, task assignment, and basic troubleshooting procedures. • Worked 10-hour shifts involving prolonged standing/walking, maintaining constant awareness of all robot movements. • Oversaw robots transporting full and empty carts, ensuring correct routing, spacing, and restricted-zone compliance. • Conducted manual interventions when robots paused, stalled, or deviated from mapped paths. • Escalated unsafe behavior, navigation inconsistencies, or pathing issues to engineering teams. • Monitored robot pathways and warehouse traffic flow in real time to prevent collisions. • Performed continuous floor inspections and obstacle clearing to maintain safe robot navigation.
Provided the desktop hardware deployment and implementation of low to medium complexity and cross functional programs or projects and/or provides support for the user community with high complexity. Performed troubleshooting for highly complex hardware, software and system problems for multiple device types. Works on multiple projects as a project team member. Acts as a subject matter expert in one or more areas. Responsible for working with customers in the support, maintenance and deployment of desktop hardware as well as the information support processes. Responded to incidents, diagnoses and resolves complex problems and provides guidance to other team members. Contributes to knowledge management database for problem reporting and resolution. Escalates issues when necessary. Integrates with problem management and performs root cause analysis when necessary. Responded to customer requests of high complexity. Interacts with the customers in a courteous and professional manner. Responded to assigned issues and participates in the advanced troubleshooting, purchasing, and deployment of new devices, upgrades, fixes and new installations. Provides feedback on technical process issues to improve overall service delivery. Supported in the development of Operational Level Agreements (OLAs). Monitors deviations and escalates issues to more senior team members. Involved in day to day interactions with user community and works collaboratively with multiple Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management, and Project delivery on small to medium size project. Demonstrated potential leadership qualities through team motivation and mentoring. Building new PCs, and installing all the necessary required software and testing before being deployed to different hospitals un the roof of Virginia Mason Franciscan Health
• Working with on premise IT technicians, contractors and integrators through troubleshooting and repair procedures • Communicating with manufacturers and vendors to arrange repair or RMA of faulty equipment and managing local inventory • Working closely with partner teams including AV hardware deployment, AV Escalation to drive continuous improvement of the customer experience • Maintaining communication with customers and stakeholders, informing them of incident progress via thorough ticket documentation and the use of Standard Operating Procedures (SOPs) • Collaborating on technical documentation and SOPs, incorporating field learnings and customer feedback, performing the AV / VC equipment checks to all Amazon Cooperate offices all over Seattle Washington. • Performed daily repairs which included replacing missing or broken cables, adaptors, remote controls, raised tickets via customer system for all issues with equipment and completed all forms and upload them to customers’ record repository • Maintained all logs and reporting documentations, also communicated effectively with clients and colleagues in a professional manner. • Provided on-site technical support for over 500 end-users, diagnosing and resolving hardware and software issues, Installed, configured, and maintained operating systems and software applications across multiple platforms. • Managed network connectivity issues, including LAN/WAN troubleshooting and configuration, assisted with the setup and deployment of new hardware, including PCs, printers, and mobile devices. • Coordinated with remote IT teams to address complex technical issues and escalate as needed.
1. Provided customer service skills, including diplomatically, patiently, and successfully handling complaints, problems, questions, conflict, and suggestions. 2. Installed and checked hardware and software applications & assisted end users in utilizing new and existing technology options 3. Supported mobile devices such as Smartphones and tablets, Provided troubleshooting of network connectivity (Ethernet and wireless). 4. Managed all laptops, desktops and printers across a variety of company departments, created second line support team manual and maintained support SOPs 5. I was actively working as a taster with the developer team in all the APPs, Software and Programs developed by the team, updating the movie library on PLEX APP, Monitoring the live cycling events on daily basis on MYwhoosh to report the found bugs, and other results. 6. Dividing responsibilities to ensure performance, and also I was responsible for building and Maintaining the day to day operation of computer networks for the company. 7. As a media operator, I used to provide Ingest, Outgest, transcription, preparation of edit suites, and operational support to Craft Editors, media preparation and other media manipulation services as required to ensure the smooth running of Post Production. 8. As a media operator, I maintained defined production media standards to ensure the highest quality programs are delivered to the respected places 9. As a media operator, I was actively involved in monitoring all the company Artificial Intelligence programs and give a daily reports their performance, bugs found, and the improvements made on each AI 10. The AI programs and APPs I was monitoring and testing before being approved after being developed;, AI Coza Chess program, AI Kitchen App for cooking, AI News Revealer, Kaizala APP, Comera APP, MYwhoosh indoor cycling.