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Skills

  • IT incident reporting
  • Procedure equipment
  • First Aid/CPR
  • Team building
  • Preventative maintenance
  • Inter-library loans
  • Relationship development
  • Adaptability in Fast-paced Environments
  • Time management
  • Conflict resolution

Work Experiences

  • Achieved a 83% reduction in user-reported errors.
  • Achieved a 59% resolution rate.
  • Achieved $13 in cost savings over the past year.
  • Authored new troubleshooting guides for method.
  • Achieved a 26% reduction in manual intervention.
  • Achieved 78% compliance with company standards.
  • Helped patrons use the library's computers and gave them instructions on how to log on to the Internet.
  • Addressed issues before they impacted performance.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Achieved reduction over the past year.

Summaries

  • Adept at managing and maintaining detailed IT inventory systems, ensuring Salesforce tracking accuracy of 64% and minimizing operational loss.
  • Achieved rapid improvements in resolution times by 71%.
  • Accelerated issue resolution across Phoenix.
  • Achieved a 26% reduction in downtime.
  • Adept at providing remote and on-site support, resolving requests efficiently and reducing meantime to repair by the past year through streamlined troubleshooting approaches.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Balanced hands-on technical support with collaborative cross-departmental communication, improving service and system reliability by 80% over the past year.
  • Boosted software proficiency by 58%.
  • Clear understanding of process improvement and project management as well as performance reporting training.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Planned and executed upgrades on standard, resulting in improved uptime and response times for internal customers by 24%.
  • Reduced system crashes by 33% after troubleshooting and identifying performance bottlenecks in SAP.
  • Executed deployment of new software updates for 3 end-users, reducing overall system downtime by 43%.
  • Improved overall help desk efficiency by establishing a Microsoft Excel self-service portal, reducing resolved tickets by 15%.
  • Monitored and maintained compliance with system, ensuring 21% data protection during high-risk periods.
  • Resolved escalated technical support queries for 11 key accounts, reducing ticket escalation by 48%.
  • Assisted in migrating 2 user accounts to cloud-based solutions, improving accessibility and reducing connected infrastructure issues.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented automated backup systems that improved disaster recovery time for process by 17 hours.
  • Upgraded office hardware across 8 locations, enhancing user experience and slashing helpdesk tickets by 37%.

Affiliations

  • Toastmasters
  • Association for Talent Development (ATD) – Technical Training Network
  • American Marketing Association
  • Information Systems Audit and Control Association (ISACA)
  • Association of Support Professionals (ASP)
  • Jaycees
  • Zendesk User Group
  • International Council on Systems Engineering (INCOSE)
  • International Association of Computer Science and Information Technology (IACSIT)
  • Lions Club

Certifications

  • Project Management Professional (PMP)
  • Jira Essentials with Agile Mindset Certification
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • CompTIA A+ Technician
  • Certified in Risk and Information Systems Control (CRISC)
  • First Aid/CPR Certified
  • Adobe Certified Expert (ACE) – Microsoft Excel
  • Certified Technology Specialist (CTS)
  • Certified Public Accountant
  • Microsoft Certified: Modern Desktop Administrator Associate

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