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Skills

  • Budgets
  • Cost reduction strategies
  • Process improvement
  • Project implementation
  • ITIL Framework Knowledge
  • Operational improvement
  • Desktop imaging and deployment
  • Asset and inventory management
  • Project organization
  • Device lifecycle management

Work Experiences

  • Created high-quality layouts for manuals, newsletters, posters, and brochures to meet project requirements and customer demands.
  • Approved desktop asset acquisitions worth $11.
  • Closed 7 tickets a month.
  • Contributed to a 45% reduction in unauthorized software installations.
  • Operated high-volume copiers, large and small laminators, and binding and finishing machines to finish 4 projects per week.
  • Automated scripting for efficiency.
  • Contributed to Excellence Award recognition.
  • Automated software distribution across 18 desktops.
  • Achieved a 15% reduction in security incidents.
  • Transported QuickBooks to 18 months customer locations.

Summaries

  • Clear understanding of quality assurance and data analysis as well as strategic planning training.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Certified in OSHA, bringing advanced knowledge of system troubleshooting and desktop infrastructure improvements.
  • Actively championed cybersecurity initiatives.
  • Achieved a 19% decrease in repeated support requests.
  • Achieved results within 2022.
  • Dedicated to mentoring junior engineers.
  • Demonstrated efficiency in reducing on-site support by 51% through the implementation of Power BI for remote IT assistance.
  • Coordinated cross-functional teams.

Accomplishments

  • 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.
  • Led implementation of desktop security auditing tools, resulting in 43% reduction in non-compliant systems.
  • Effectively managed disaster recovery efforts, restoring service to 18 desktops within several months during a metric event.
  • Directed the rollout of new antivirus software across 2 workstations, resulting in zero malware incidents post-installation.
  • Implemented new remote IT support tools to increase service desk efficiency, bringing remote ticket resolution time down by 26%.
  • Collaborated with network and security teams to ensure encrypted communications on all desktop machines, increasing overall security score by 85%.
  • Created automated scripts for repetitive desktop maintenance tasks, reducing technician intervention by 52% on common troubleshooting requests.
  • Authored Knowledge Base articles on common desktop issues, reducing repeat incidents by 19%, contributing to improved first call resolution (FCR) rates.
  • Consistently achieved a 76% customer satisfaction score through prompt and effective desktop support.

Affiliations

  • Association of Information Technology Professionals (AITP)
  • Professional Desktop Support Engineers International
  • Information Systems Security Association (ISSA)
  • Association of Support Professionals (ASP)
  • Microsoft Most Valuable Professional (MVP) Program
  • Desktop Virtualization Expert Group (DVEG)
  • International Association of Administrative Professionals
  • Certifications in Microsoft Certified: Modern Desktop Administrator Associate
  • American Marketing Association
  • IT Service Management Forum (itSMF)

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Cisco Certified Network Associate (CCNA)
  • HDI Technical Support Professional
  • CompTIA Cloud+ Certification
  • GIAC Security Essentials (GSEC)
  • Apple Certified Associate (ACA)
  • Certified Business Analysis Professional (CBAP)
  • Certified Information Systems Auditor (CISA)
  • HDI Desktop Support Manager
  • Certified Public Accountant (CPA)

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