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Skills

  • Critical Thinking and Problem Solving
  • Knowledge of Active Directory configuration
  • Performance metrics tracking and reporting
  • Communications
  • Technical documents comprehension
  • Customer service expert
  • Change management for software and hardware environments
  • Technical issues analysis
  • Onboarding process improvement
  • IT compliance and security standards

Work Experiences

  • Automated routine patches and updates using system, reducing manual intervention and saving 15 hours monthly in maintenance efforts.
  • Authored detailed incident reports.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 15 new accounts.
  • Increased company revenue by 5% beyond several months targets by upselling products and services.
  • Boosted service level compliance by 62%.
  • Applied iterative solutions.
  • Acted as primary liaison between the IT department and logistics, ensuring seamless deployment of resources during program.
  • Collaborated with the cybersecurity team to align desktop security policies with framework, ensuring a 78% pass rate in the next audit.
  • Conducted preemptive troubleshooting.
  • Worked closely with Jira and SAP users to provide solutions to operations issues via phone, email, live chat, and web teleconference.

Summaries

  • Lean and CPA are proudly certified.
  • Analytical Desktop Analyst focused on increasing team efficiency.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved 32% ticket resolution within SLA timelines.
  • Desktop Analyst with 14 years of successful data analysis and strategic planning experience.
  • Adept at balancing IT project management.
  • Adept at executing system updates.
  • Costs were consistently reduced while profits were increased.
  • Boosted company compliance by 85%.

Accomplishments

  • Implemented a secure remote desktop solution for 13 users, significantly enhancing productivity during transition to remote work.
  • Performed hardware and software audits on 3 systems to ensure compliance with procedure, reducing non-compliance risks by 85%.
  • Upgraded organization-wide VPN infrastructure, increasing remote worker connectivity by 28% and reducing helpdesk tickets by 8 per month.
  • Provided expert troubleshooting for VPN and remote desktop issues, improving remote work satisfaction scores by 78%.
  • Partnered with the cybersecurity team to implement procedure, reducing external threats and improving compliance with program.
  • Resolved product issue through consumer testing.
  • Mentored junior team members on best practices for remote desktop support, boosting team first-time resolution rates by 74%.
  • Led a seamless migration from program to initiative, upgrading over 5 workstations and improving system stability by 59%.
  • Significantly reduced desktop maintenance costs by 17% through implementation of a proactive monitoring and asset management system.
  • Reduced security incidents related to desktop vulnerabilities by 59% through implementation of enhanced endpoint protection protocols.

Affiliations

  • TechMentor Conferences attendee - Engaged in professional development for IT support roles
  • Member of the BCS, The Chartered Institute for IT - Desktop configuration and performance optimization
  • Freemason
  • International Council of Nurses
  • Participated in the Tableau IT Community for efficient data support and desktop installations
  • Jaycees
  • Enrolled in VMware User Group (VMUG) - Studying desktop virtualization solutions
  • Association of Information Technology Professionals
  • Microsoft Certified Professional (MCP) Community Member
  • American Society of Safety Professionals

Certifications

  • Microsoft Certified: Azure Fundamentals
  • SHRM Certified Professional (SHRM-CP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Jamf 200 Certification (Apple Device Management)
  • Certified Support Center Analyst (CSCA) by HDI
  • Cisco Certified Network Associate (CCNA)
  • CompTIA IT Operations Specialist (CIOS)
  • CompTIA Security+
  • Certified Public Accountant (CPA)
  • Apple Certified Support Professional (ACSP)

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