Deon Fils

Acted as the primary client contact, fostering long-term relationships and gaining deep insight into their technical needs to deliver tailored solutions. Managed comprehensive client support, overseeing the entire process from troubleshooting to resolution, while maintaining continuous communication with cross-functional teams to ensure seamless product and service integration. Regularly conducted client meetings to assess satisfaction, identify areas for improvement, and adopt a proactive approach to customer service. Prepared and distributed clear progress reports to both clients and internal teams to ensure alignment and transparency. Leveraged Jira and Salesforce to track client requests and support cases, improving communication and efficiency. Led project management responsibilities, including defining scopes, setting timelines, conducting meetings, and ensuring that deliverables met client objectives, with a focus on public safety software initiatives.

• Lead the planning, execution, and delivery of IT projects, incorporating strong project management methodologies. • Implement project management best practices to streamline processes, improve efficiency, and enhance team productivity. Monitor project progress, identify potential roadblocks, and take proactive measures to mitigate risks and meet project milestones. • Developed & delivered robust user training sessions resulting in 85% reduction in escalation tickets related to IT service assistance. • Provided IT support for 3 remote branch locations, resolving technical issues resulting in a 70% decrease of customer service complaints. • Managed deployment of new hardware & software, updates on computers/servers, ensuring compliance with enterprise regulations & successful installation rate of 90%. • Continually administered imaging, printing, access systems & vendor application programs to meet the evolving needs of the organization, enabling a 20% reduction in external IT support costs.

Installed software and hardware and troubleshooting. • Managed, utilized, and deployed hardware & software (Active Directory, TeamViewer, Service now) updates on computers/servers, (Windows 10, Mac operations systems) ensuring compliance with enterprise regulations & successful installation rate of 90%. • Conducted comprehensive assessments on 25 Windows computers to outline areas for optimization, resulting in a 20% reduction of equipment cost. Designed & implemented robust system security protocols across 3 locations, bolstering cyber safety by 50%. Orchestrated hardware & software upgrades over the network, boosting overall network capabilities by 18%. • Executed office-wide desktop installations to improve the speed of processing and maximize efficiency, • increasing response time by 20%. Analyzed/monitored support tickets and advanced complex matters when necessary to avail impeccable customer service.

Installed software and hardware and troubleshooting problems. Communicate with end users to troubleshoot and resolve hardware and software issues. Provided complete, custom, information technology support on a 24/7 Vulnerability management Assessed incidents, scans, patching status, secure baselines, Oversaw. Developed and implemented effective and reasonable policies and practices to secure protected and sensitive data and ensure information security and compliance with relevant legislation and legal interpretation. Social media management. Created social media ads through google and Facebook, monitored analytics of engagement.