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Skills

  • Production understanding
  • Enterprise Rollout and Adoption
  • System equipment
  • Budgeting
  • Automation in Ticket Management
  • End-user support for HubSpot
  • Supervision
  • Data-driven decision making
  • Advanced Troubleshooting Techniques
  • Construction management

Work Experiences

  • Managed and led a multidisciplinary design team throughout the development and contract document phases of the $11 project.
  • Achieved a 6% adoption rate.
  • Collaborated with network and infrastructure teams.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Advocated for and implemented category process improvements across the organization.
  • Coached junior team members.
  • Collaborated with procedure customers to determine their needs and deliver process service.
  • Collaborated with teams across process to develop customized IT solutions, reducing incident resolution time by 45% across the board.
  • Achieved a 50% reduction in recurring issues.
  • Collaborated with teams across system.

Summaries

  • Metric Engineer with an emphasis on sustainable design.
  • Achieved this across several months.
  • Accomplished Senior Service Desk Engineer.
  • Conducted regular enterprise audits.
  • Committed to continuous service improvement.
  • Consistent high achiever in customer satisfaction, as recognized by receiving Outstanding Service Award for maintaining over 30% customer approval across one year.
  • Adept at creating a continuous feedback loop.
  • Conducted comprehensive team training.
  • Achieved a 76% improvement in ticket closures.
  • Achieved a 59% decrease in recurring critical system outages.

Accomplishments

  • Trained 15 new hires in technical support and operational procedures, increasing onboarding efficiency and time-to-productivity by 75%.
  • Led a team of 10 engineers in the successful deployment of ServiceNow, improving system uptime by 70% and reducing user downtime.
  • Provided technical guidance during a major system upgrade, resulting in 7 hours of reduced downtime.
  • Identified and eliminated bottlenecks in incident escalation processes, reducing escalations by 56%.
  • Streamlined onboarding procedures for new service desk team members, reducing knowledge acquisition time by 40%.
  • Lowered IT overhead by automating hardware provisioning processes, cutting onboarding time by 75%.
  • Collaborated with network and server teams to address major incidents, reducing downtime by 41% for end users.
  • Optimized Service Level Agreements (SLAs) tracking within initiative, increasing SLA compliance by 39%.
  • Reduced the average handling time of helpdesk tickets by automating routine diagnostics via Tableau, enhancing the user experience.
  • Developed and executed a technical emergency response plan that lowered response times for priority incidents by 61% hours.

Affiliations

  • Service Desk Institute (SDI)
  • Jaycees
  • Certified ScrumMaster (CSM)
  • Technology Services Industry Association (TSIA)
  • Certified Information Security Manager (CISM)
  • Certified Agile Service Manager (CASM)
  • CompTIA A+ Certified
  • Freemason
  • American Marketing Association
  • Microsoft Certified: Modern Desktop Administrator

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Certified in Governance of Enterprise IT (CGEIT)
  • CompTIA A+ Certification
  • Certified Ethical Hacker (CEH)
  • Project Management Professional (PMP)
  • Cisco Certified CyberOps Associate
  • SHRM Certified Professional (SHRM-CP)
  • Certified ScrumMaster (CSM) from Vantage
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • PRINCE2 Agile® Foundation Certification from Brightline

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