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Skills

  • Operational improvement
  • Desktop support
  • Operating System migrations (e.g., Windows method to procedure)
  • MS Office
  • End-user training and support
  • First Aid/CPR
  • Incident response and resolution
  • Team building
  • IT asset management and tracking
  • Technical issues analysis

Work Experiences

  • Captured user feedback during system upgrades.
  • Automated routine patches and updates using system, reducing manual intervention and saving 15 hours monthly in maintenance efforts.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Increased company revenue by 5% beyond several months targets by upselling products and services.
  • Completed the project 6 months ahead of schedule.
  • Aligned desktop security policies with category.
  • Collaborated with the cybersecurity team.
  • Authored detailed incident reports.
  • Conducted preemptive troubleshooting.
  • Collaborated with the cybersecurity team to align desktop security policies with framework, ensuring a 78% pass rate in the next audit.

Summaries

  • Adept at balancing IT project management.
  • Accomplished at managing high-scale desktop deployments, this Desktop Analyst delivered zero productivity losses while leading over 7 system updates within tight business-hour constraints.
  • Competent Desktop Analyst with experience assisting category users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Adept at troubleshooting technical issues.
  • Achieved measurable outcomes.
  • Achieved 32% ticket resolution within SLA timelines.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Strengths in risk assessment and client relations backed up by Computers Software training.

Accomplishments

  • Managed upgrade of 2 desktop devices, replacing outdated systems and improving processing speeds by 20%.
  • Reduced security incidents related to desktop vulnerabilities by 59% through implementation of enhanced endpoint protection protocols.
  • Trained 13 new staff members on use of Jira, improving efficiency and reducing the learning curve by 20%.
  • Spearheaded a complex project to deploy method solution, ahead of schedule and under budget by 3.
  • Developed and deployed custom scripts to automate software installation during employee onboarding, cutting setup time by 68%.
  • Diagnosed and resolved networking and connectivity issues for 4 remote workers, restoring functionality with an average resolution time of 3 minutes.
  • Created a new knowledge base for common technical issues, resulting in a reduction of helpdesk calls by 52% in the past year.
  • Maintained asset database for over 9 devices, ensuring up-to-date tracking of hardware across departments and reducing loss by 79%.
  • Standardized desktop imaging and configuration across departments, reducing setup disparities and troubleshooting time by 34%.
  • Upgraded organization-wide VPN infrastructure, increasing remote worker connectivity by 28% and reducing helpdesk tickets by 8 per month.

Affiliations

  • American Marketing Association
  • Active membership in the Professional Association for Windows System Administrators (PAWSA)
  • Participated in the Tableau IT Community for efficient data support and desktop installations
  • Microsoft Certified Professional (MCP) Community Member
  • International Association of Administrative Professionals
  • Society of Human Resource Management
  • Member of the International Society for Technology in Education (ISTE) - Focus on remote work technology implementations
  • American Medical Informatics Association
  • Active participation in the Apple Consultants Network (ACN) - Specialized in Mac hardware and services
  • Association for the Advancement of Artificial Intelligence (AAAI) - Exploring AI tools for desktop automation

Certifications

  • Google Certified Professional Cloud Architect
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • CompTIA A+ Certification
  • Certified Endpoint Manager Administrator
  • Certified Desktop Support Manager (CDSM) by HDI
  • Microsoft Certified: Identity and Access Administrator Associate
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Security Compliance Specialist (CSCS)
  • Certified Ethical Hacker (CEH)
  • First Aid/CPR Certified

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