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Skills

  • Project organization
  • Desktop support
  • Disaster recovery procedures
  • TCP/IP
  • Customer satisfaction improvement
  • Organization
  • Cross-department collaboration
  • Active Directory Management
  • Process improvement
  • Data recovery

Work Experiences

  • Conducted user education.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Used project management and client relations to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Conducted a service evaluation.
  • Achieved a user satisfaction rate of 34%.
  • Increased company revenue by 13% beyond three years targets by upselling products and services.
  • Conducted thorough root-cause analysis on recurring system issues, implementing long-term solutions that led to a reduction in repeat incidents by 81%.
  • Achieved high-quality ticket resolution.

Summaries

  • Help Desk Support Specialist is a multi-talented Help Desk Support Specialist who is consistently rewarded for planning and operational improvements.
  • Effectively troubleshoots and resolves issues on its own.
  • Specializes in program and category product troubleshooting.
  • Promotes quality assurance and vendor management skills that are dynamic.
  • Accomplished Help Desk Support Specialist.
  • Addressed software-related support tickets.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Achieved a 67% productivity increase within support teams.
  • Addressed hardware and software compatibility challenges.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.

Accomplishments

  • Monitored and resolved network performance issues in real time, ensuring a 58% continuous connection for critical systems.
  • Configured QuickBooks for 8 new employees, enabling fully functional work setups within 7 hours.
  • Collaborated with team of 17 in the development of system.
  • Secured critical systems by performing regular firewall assessments, decreasing vulnerabilities by 29%.
  • Documented and resolved category which led to standard.
  • Implemented an automated diagnostic tool that reduced manual troubleshooting steps, contributing to an 41% faster resolution time for network connectivity issues.
  • Assisted with successful implementation of help desk analytics tools, improving reporting accuracy and response time by 19%.
  • Revised and implemented a user-friendly knowledge base that improved self-service help desk solutions, reducing inbound inquiries by 65%.
  • Responded to an average of 13 support tickets per day, achieving a 21% issue resolution rate within set SLAs.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Jaycees
  • ISACA – Information Security Advisory Group
  • Association of Information Technology Professionals (AITP)
  • Association of Information Technology Professionals
  • SupportDesk Community Forum – IT Support Groups
  • Help Desk Institute (HDI) Membership
  • American Society of Safety Professionals
  • Association for Computing Machinery
  • Association for Supply Chain Management (APICS)
  • Association of Technology, Management, and Applied Engineering (ATMAE)

Certifications

  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • Certified in Risk and Information Systems Control (CRISC)
  • Certified Information Security Manager (CISM)
  • Microsoft Certified: Azure Administrator Associate
  • Certified Network Security Specialist (CNSS)
  • CompTIA Network+ Certification
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • Certified Information Systems Auditor (CISA)
  • Red Hat Certified System Administrator (RHCSA)
  • HDI Support Center Analyst Certification

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