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Skills

  • Application support
  • Change management strategies
  • Technical issues analysis
  • Supervision
  • Organization
  • Network Troubleshooting
  • Customer service
  • Endpoint protection implementation
  • Data entry
  • Communications

Work Experiences

  • Worked closely with SAP and Salesforce users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 9 new accounts.
  • Achieved cost reductions of $13.
  • Analyzed key support case data.
  • Achieved a 70% improvement in system performance.
  • Addressed minor issues in real-time.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Audited company systems for compliance.
  • Achieved a 72% first-call resolution rate.
  • Used strategic planning and performance reporting to maintain servers and systems, ensuring that networks remained fully operational during peak periods.

Summaries

  • Adept at managing IT services.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Specializes in standard and system product troubleshooting.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 49% resolution rate.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished technical point of contact successfully managing 2 enterprise clients, resolving critical hardware and software issues with a 32% success rate within strict deadlines.
  • Promotes workflow optimization and process improvement skills that are dynamic.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Achieved first-time resolutions.

Accomplishments

  • Contributed to the overhaul of the company's disaster recovery plan, improving recovery time objectives (RTO) by standard.
  • Collaborated with team of 14 in the development of framework.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Designed and executed IT support ticket triage system, resulting in a 47% reduction in the average ticket response time.
  • Led migration of 16 legacy applications to initiative, driving $2 annual cost savings and a 76% increase in system performance.
  • Initialized 5 system security upgrades that improved compliance with process, reducing audit recommendations by 54%.
  • Implemented preventive maintenance strategies that reduced downtime by 76% across critical systems.
  • Provided 24/7 remote support for 4 global offices, improving SLA compliance by 81%.
  • Automated routine system updates, saving approximately standard of manual work per month for the technical support team.
  • Evaluated hardware and software needs for company-wide upgrades, saving $7 through strategic sourcing of new equipment.

Affiliations

  • American Society of Safety Professionals
  • Rotary International
  • Certified Wireless Network Professionals (CWNP)
  • Service Desk Institute (SDI) Membership
  • Amazon Web Services (AWS) Certified – Scrum Master
  • Wireshark Users Group
  • Association of Information Technology Professionals (AITP)
  • CompTIA Membership and Certifications
  • International Association of Computer Science and Information Technology (IACSIT)
  • Project Management Institute

Certifications

  • Google Certified Professional Cloud Architect
  • Google Cloud Professional DevOps Engineer
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP)
  • ServSafe
  • CompTIA A+ Certification
  • CompTIA Security+
  • Certified Cloud Security Professional (CCSP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Microsoft Certified: Power Platform Fundamentals

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