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Skills

  • Cross-functional team collaboration
  • First Aid/CPR
  • Cost reduction strategies
  • Asset and inventory management
  • Team Leadership
  • Project management
  • Hardware refresh program planning
  • Operational improvement
  • Malware prevention and mitigation
  • Incident Response Management

Work Experiences

  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Advanced desktop security policies.
  • Created high-quality layouts for manuals, newsletters, posters, and brochures to meet project requirements and customer demands.
  • Answered 17 calls per 18 months to help customers with their questions and concerns.
  • Coordinated disaster recovery for desktops.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved results within 18 months.
  • Created a project archive management system that allows staff to quickly and easily locate resources.
  • Transported QuickBooks to 18 months customer locations.
  • Conducted training during 2015.

Summaries

  • Within Computers Software, senior Senior Desktop Support Engineer and outstanding performer in cross-functional collaboration and budget management.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Dedicated to mentoring junior engineers.
  • Coordinated for 4 offices.
  • Actively championed cybersecurity initiatives, focusing on desktop security patches and reducing exploit vulnerabilities by 26%.
  • Automated patch management solutions for workstations and laptops.
  • Achieved cost reductions.
  • Authored comprehensive troubleshooting guides.
  • Collaborated with cybersecurity teams.
  • Consistent follow-up with customers.

Accomplishments

  • Tracked and reported desktop support metrics, identifying key areas for improvement and contributing to a 74% decrease in overall support tickets.
  • Led team responsible for upgrading and replacing over 7 desktop systems as part of a company-wide hardware refresh cycle, completed 18 months ahead of schedule.
  • Collaborated with team of 18 in the development of system.
  • Reviewed and improved software deployment processes, reducing time for full software installations by 70%.
  • Trained and mentored junior staff on desktop troubleshooting techniques, reducing escalation to Tier 2 support by 59%.
  • Provided critical support for end-user desktop configurations during a large-scale office relocation, ensuring 6% uptime across all workstations.
  • Successfully completed a hardware refresh for 8 employees across Boston, enhancing performance and reducing device failure rates.
  • Oversaw deployment of software updates and patches for a network of 6 machines, maintaining a compliance rate of 58% within the first 48 hours.
  • Worked closely with a cross-functional team to ensure all 11 desktop devices were migrated to system with minimal disruption.
  • Reduced desktop repairs by 71% by establishing preventative maintenance routines for high-usage machines.

Affiliations

  • Microsoft Certified Professionals (MCP) Community
  • Association of Computing Machinery (ACM)
  • American Medical Informatics Association
  • Google IT Support Professionals Group
  • Freemason
  • Certified Cisco Network Associate (CCNA)
  • Help Desk Institute (HDI)
  • CompTIA IT Professionals Membership
  • American Society of Safety Professionals
  • International Association of Computer Science and Information Technology (IACSIT)

Certifications

  • HDI Technical Support Professional
  • HDI Support Center Analyst
  • GIAC Security Essentials (GSEC)
  • CompTIA A+ Technician
  • HDI Desktop Support Manager
  • Apple Certified Support Professional (ACSP)
  • Certified Desktop Support Technician (CDST)
  • ITIL Foundation Certification
  • CompTIA Cloud+ Certification
  • Apple Certified Associate (ACA)

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