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Skills

  • Data entry
  • Operational improvement
  • MS Office
  • Collaborative problem-solving
  • System equipment
  • Data recovery
  • Technical issues analysis
  • Multi-factor authentication (MFA) implementation
  • IT infrastructure monitoring and maintenance
  • Regulatory compliance

Work Experiences

  • Collaborated with cross-functional teams.
  • Decreased initial time-to-competency by 16% weeks.
  • Achieved 64% successful deployment.
  • Coordinated hardware upgrades for a 4-node data center.
  • 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.
  • Configured and deployed 9 new desktop systems.
  • Achieved a 79% success rate.
  • Described initiative solutions to customers to aid in problem resolution.
  • Adapted quickly to new technologies, staying current with Lean to improve efficiency and support capabilities.
  • Configured and deployed 4 new desktop systems across Austin, reducing downtime from setup errors by 35%.

Summaries

  • Achieved a 27% decrease in setup time errors.
  • Achieved results over a 13-month period.
  • Effectively troubleshoots and resolves issues on its own.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Within Computers Software, senior Computer Help Desk Technician and outstanding performer in data analysis and team leadership.
  • Collaborative team player, frequently partnering with cross-functional teams to deliver robust technical support services to end-users and IT personnel alike.
  • Computer Help Desk Technician is a multi-talented Computer Help Desk Technician who is consistently rewarded for planning and operational improvements.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Managed and tracked hardware warranty claims, saving 18 hours per incident by standardizing processes.
  • Authored comprehensive knowledge base articles to support users in resolving common IT issues, contributing to a 51% decrease in repeat tickets.
  • Collaborated with network operations team to improve network throughput by 59% by identifying and fixing bandwidth issues.
  • Identified recurring technical issues, creating an automated incident response workflow that improved ticket resolution speed by 70%.
  • Configured Workday for secure remote access, boosting individual productivity for remote users by 65%.
  • Implemented proactive system monitoring tools which decreased downtime incidents by 41% over 18 months.
  • Provided technical support during a large email migration to Tableau, resolving 18 reported issues and ensuring a smooth transition.
  • Delivered desktop virtualization implementations, cutting down the time required for new hardware setup by 73%.
  • Assisted in developing training programs for end-user education, improving end-user experience and reducing helpdesk queries by 78%.
  • Led troubleshooting efforts for network connectivity problems, restoring full network functionality within process and reducing downtime by 50%.

Affiliations

  • Information Systems Security Association (ISSA)
  • Society of Human Resource Management
  • IT Infrastructure Library (ITIL) Community Member
  • Association for Information Technology Asset Managers (AITAM)
  • Society of Technical Support Specialists
  • Jaycees
  • Network Printer Support Technicians Guild
  • Disaster Recovery Institute International (DRII)
  • Association of Support Professionals (ASP)
  • Computer Maintenance Technicians Union

Certifications

  • Apple Certified Support Professional (ACSP)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • CompTIA Network+ Certification
  • Google IT Support Professional Certificate
  • First Aid/CPR Certified
  • CompTIA Network+
  • Certified Ethical Hacker (CEH) Certification
  • Google Cloud Certified - Professional Cloud Architect
  • Certified Public Accountant (CPA)
  • Project Management Professional (PMP)

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