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Skills

  • Operating System migrations (e.g., Windows method to procedure)
  • Collaboration with cross-functional teams
  • Team building
  • End-user training and support
  • Custom software deployment
  • Network configuration and troubleshooting
  • Budgets
  • Data recovery
  • Customer service and client relations
  • Business operations

Work Experiences

  • Increased company revenue by 5% beyond several months targets by upselling products and services.
  • 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.
  • Authored detailed incident reports.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Led a support team that assisted an average of 10 users globally in a 24/7 support environment as a level-three supervisor.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Automated desktop setup using SAP.
  • Configured desktop and network systems for over 9 employees across multiple departments, reducing downtime by 48% in 2019.
  • Applied iterative solutions.
  • Analyzed client needs and conducted custom software deployments, cutting average installation time by 49%.

Summaries

  • Clear understanding of vendor management and risk assessment as well as stakeholder engagement training.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Competent Desktop Analyst with experience assisting category users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Excellent data analysis and quality assurance knowledge.
  • Automated routine software patches and updates using standard.
  • Jira expert and ServiceNow user.
  • Agile Desktop Analyst with 7 years of experience in network troubleshooting and security incident prevention, achieving a 72% decrease in security risks through innovative system safeguards.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.

Accomplishments

  • Developed and deployed custom scripts to automate software installation during employee onboarding, cutting setup time by 68%.
  • Designed a rapid offboarding process, automating secure data removal for over 11 devices monthly in compliance with framework.
  • Recovered lost data for 6 damaged workstation drives, causing a 76% reduction in ongoing data recovery expenses.
  • Upgraded organization-wide VPN infrastructure, increasing remote worker connectivity by 28% and reducing helpdesk tickets by 8 per month.
  • Collaborated with vendors to implement category, improving system integration and reducing compatibility issues by 85%.
  • Maintained asset database for over 9 devices, ensuring up-to-date tracking of hardware across departments and reducing loss by 79%.
  • Proactively monitored and resolved system performance issues, reducing application downtime by 45% across critical departments.
  • Implemented a secure remote desktop solution for 13 users, significantly enhancing productivity during transition to remote work.
  • Executed company-wide patch management, including updating 16 software applications, decreasing vulnerability window by 36%.
  • Diagnosed and resolved networking and connectivity issues for 4 remote workers, restoring functionality with an average resolution time of 3 minutes.

Affiliations

  • Member of the Association of Information Technology Professionals (AITP) - Active since 2023
  • Member of the BCS, The Chartered Institute for IT - Desktop configuration and performance optimization
  • International Association of Administrative Professionals
  • Association for Computing Machinery
  • Project Management Institute
  • Society of Human Resource Management
  • Certified Partner of the Cisco Networking Academy - Participant in alumni forums
  • Active member of the SANS Institute, focusing on cybersecurity and incident response
  • Active in Windows Deployment Services (WDS) Communities - Discussing streamlined setup processes
  • Completed Google IT Support Professional Certificate - Affiliated alumni network

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Apple Certified Support Professional (ACSP)
  • Certified Public Accountant (CPA)
  • Certified Desktop Support Manager (CDSM) by HDI
  • CompTIA Security+
  • Certified Public Accountant
  • Certified Ethical Hacker (CEH)
  • ServSafe
  • CompTIA A+ Certification
  • Google Certified Professional Cloud Architect

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