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Skills

  • Process equipment
  • Customer service
  • Technical documents comprehension
  • Documentation and process improvement creation
  • Communication with Non-Technical Stakeholders
  • Problem resolution
  • Data entry
  • Customer service excellence
  • Customer service expert
  • Technical report writing

Work Experiences

  • Led a support team that assisted an average of 3 users globally in a 24/7 support environment as a level-three supervisor.
  • Assisted during hardware upgrades.
  • Coordinated with the software development team to ensure hardware compatibility during product code testing, reducing application crashes by 28%.
  • Achieved zero reported issues during migration.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Consistently maintained a 85% customer satisfaction rate by delivering timely and efficient hardware repairs.
  • Assisted in data recovery operations for damaged hard drives, recovering 69% of files within process.
  • Contributed to a 56% increase in system stability.
  • Automated hardware diagnostics.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.

Summaries

  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Strengths in data analysis and project management backed up by Computers Software training.
  • Collaborative team player who co-created troubleshooting guides, reducing ticket resolution times by 8 hours and streamlining the support process.
  • Achieved a 46% first-time fix rate on customer-reported hardware issues.
  • Excellent team leadership and stakeholder engagement knowledge.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Supporting hardware and software issues for method computer systems is a skillful Computer Maintenance Technician.
  • Balances time well between troubleshooting, documentation, and customer support.
  • Within Computers Software, senior Computer Maintenance Technician and outstanding performer in strategic planning and vendor management.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Performed hardware testing and quality assurance post-repair, reducing return service rate by 82% over 2015.
  • Tracked and reported on IT hardware lifecycle, reducing sudden downtime by ensuring timely preventive maintenance.
  • Successfully interfaced with external vendors, reducing the average replacement part delivery time by 6 days.
  • Facilitated cross-department hardware installations during major events, maintaining zero operational disruptions for 10 users.
  • Supported ongoing product development by ensuring all technical hardware was fully functional, resulting in zero project delays.
  • Led the installation of ServiceNow in newly built offices, completing hardware setup for over 6 workstations.
  • Contributed to the company's disaster recovery plan by ensuring accurate and current hardware inventory logs.
  • Mentored new technical staff on troubleshooting techniques, which minimized the learning curve and sped up hardware resolution time by 4 days.
  • Implemented time-efficient repair processes that led to an overall 70% reduction in average repair time.

Affiliations

  • Cyber Patriot Mentor - National Youth Cyber Education Program
  • Association for Supply Chain Management (APICS)
  • American Medical Informatics Association
  • Institute of Electrical and Electronics Engineers (IEEE) Computer Society
  • Technology Services Industry Association (TSIA)
  • Cisco Certified Technician (CCT) Community
  • Help Desk Institute (HDI) Member
  • Society of Women Engineers
  • Association for Computing Machinery
  • Linux Professional Institute (LPI) Membership

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Ethical Hacker (CEH)
  • Certified Secure Computer User (CSCU) by EC-Council
  • Apple Certified Associate (ACA)
  • ITIL Foundation Certification
  • CompTIA Network+
  • SANS GIAC Security Essentials (GSEC)
  • Certified Public Accountant
  • SHRM Certified Professional (SHRM-CP)
  • Red Hat Certified System Administrator (RHCSA)

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