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Skills

  • Operational improvement
  • Change Management during System Updates
  • Data-driven decision making
  • Schematics understanding
  • Cross-functional team collaboration
  • Electrical engineering
  • Escalation Process Development
  • Supervision
  • Cloud Service Integration
  • First Aid/CPR

Work Experiences

  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Collaborated with security teams to establish a more rigorous incident management process, reducing incident recovery time by 20%.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Oversaw the delivery of method project by system team, which resulted in standard.
  • Kept the project on track and on budget while serving as project leader.
  • Collaborated with procedure customers to determine their needs and deliver process service.
  • Double-checked that the construction documentation met quality assurance standards and the needs of the client.
  • Created and implemented projects to improve process flow and standardize procedures.
  • Collaborated with network and infrastructure teams to overhaul VPN access, improving remote work capabilities and reducing support tickets by 20%.
  • Achieved results over one year.

Summaries

  • Achieved a 38% improvement in service efficiency.
  • Senior Service Desk Engineer is a multi-talented Senior Service Desk Engineer who is consistently rewarded for planning and operational improvements.
  • Well-versed in project coordination and management standard
  • Within Automotive and Motor Vehicles, senior Senior Service Desk Engineer and outstanding performer in budget management and risk assessment.
  • Committed to continuous service improvement.
  • Conducted comprehensive team training.
  • Achieved downtime reduction of 48%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 43% customer satisfaction score.
  • Achieved a 59% decrease in recurring critical system outages.

Accomplishments

  • Collaborated with team of 6 in the development of method.
  • Was critical in obtaining PMP for the Service Desk team, establishing a higher level of service delivery compliance.
  • Collaborated with software engineering teams to implement patches, lowering the number of security incidents by 29% annually.
  • Reduced service desk escalations by 15% by implementing a proactive ticket triage and resolution process.
  • Enhanced support ticket documentation processes to improve resolution efficiency, resulting in a 41% reduction in repeat issues.
  • Improved cross-team communication strategies, resulting in a 33% reduction in incident handover delays.
  • Standardized procedures across 10 service desks, improving incident handling times by 24%.
  • Optimized Service Level Agreements (SLAs) tracking within initiative, increasing SLA compliance by 39%.
  • Successfully resolved 4 tickets monthly, maintaining an average resolution time under 8 hours.
  • Lowered IT overhead by automating hardware provisioning processes, cutting onboarding time by 75%.

Affiliations

  • Certified ScrumMaster (CSM)
  • Association for Computing Machinery
  • Freemason
  • Association of Support Professionals (ASP)
  • Customer Experience Professionals Association (CXPA)
  • Jaycees
  • Rotary International
  • CompTIA A+ Certified
  • Certified Information Security Manager (CISM)
  • Google Certified Associate: GCP Cloud Engineer

Certifications

  • Project Management Professional (PMP) Certification
  • Google Certified Associate Cloud Engineer
  • Cisco Certified CyberOps Associate
  • Microsoft Certified: Azure Administrator Associate
  • Certified Public Accountant
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Public Accountant (CPA)
  • Microsoft Certified: Identity and Access Administrator Associate
  • Certified Help Desk Manager (CHDM)
  • Cisco Certified Internetwork Expert (CCIE)

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