t
theonelovebrand

Sade C

@theonelovebrand

Business Operations Technical Support Professional

United States
English
About me
I am an experienced IT Professional and Brand Consultant with 11 years of technical support experience and an MBA in Information Technology Services. I specialize in technology support, systems evaluation, troubleshooting, and creative business solutions. I help entrepreneurs and small businesses reduce technical overwhelm, make informed technology decisions, and build practical systems that support how they work and grow.... Read more

Skills

t
theonelovebrand
Sade C
Offline • 

See my services

Business Strategy & Innovation
I will audit your small business technology and improve your IT processes
From$75 / projectMore details

Work experience

Arizona_Department of Transportation

Arizona Department of Transportation

Full-time • 1 yr 2 mos

Senior Service Desk Analyst

May 2019 - Oct 2019 • 5 mos

• Maintained a 95%+ resolution rate across enterprise support requests in a high-volume, multi-department SaaS environment • Built technology documentation for incident workflows and troubleshooting steps, reducing repeat escalations and improving team-wide knowledge base management • Supported desktop, SaaS, and web-based applications, managing hardware troubleshooting and escalation protocols end to end • Onboarded and trained new team members on internal systems and support workflows, shortening ramp-up time for new hires • Partnered with cross-functional teams to streamline service delivery processes and improve enterprise incident resolution times

Tier 1 Service Desk Technician

Aug 2018 - May 2019 • 9 mos

• Delivered front-line hardware troubleshooting and systems support for enterprise applications and desktop infrastructure • Triaged and documented service requests using enterprise ticketing systems, supporting consistent SLA compliance • Managed remote support and service requests, sustaining high end-user satisfaction

Noble_Schools

Technology Manager

Noble Schools • Full-time

Jun 2015 - Oct 2016 • 1 yr 4 mos

• Managed the full device lifecycle and systems administration for campus-wide technology operations, provisioning and auditing 400+ mobile devices • Administered user accounts and permissions via Active Directory and Google Workspace, supporting secure onboarding and offboarding • Led a campus-wide security camera system upgrade, coordinating vendors and stakeholders from planning through implementation Key initiatives: • Telecom Cost Optimization: served as primary liaison between stakeholders and vendor for a 400+ line mobile telecom audit, eliminating 50+ unused lines and cutting monthly costs by $4,700; implemented governance processes for usage tracking, upgrades, and deactivations, improving visibility for strategic budgeting • IT Onboarding & Knowledge Base Development: designed structured onboarding workflows for systems access, policies, and device usage, and built internal documentation to standardize support processes, reducing new-hire ramp time