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Skills

  • Issue resolution
  • COM
  • Storyboarding
  • Requirements analysis
  • Software Engineering
  • Process improvement
  • CICS
  • Personal Computers
  • Troubleshooting skills
  • Sybase

Work Experiences

  • Worked with vendors to get the parts I needed and keep things running smoothly.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Worked closely with ServiceNow and Salesforce users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Achieved without adding support overhead.
  • Achieved productivity gains of 56% %.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Set up new work stations for employees by configuring hardware, devices, and software.
  • Achieved 27% by end of 2018.
  • Increased company revenue by 2% beyond the past year targets by upselling products and services.
  • Applied OS and software patches consistently.

Summaries

  • Excellent Desktop Support Analyst with 7 years of experience providing exceptional support to users at all levels.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Framework Research Associate with extensive knowledge of Computers Software as well as strong analytical and critical thinking abilities.
  • Object-oriented analysis and design is a specialty of a system analyst.
  • Bringing 15 years of experience in the industry.
  • System Research Associate with expertise in team leadership and knowledge of performance reporting, cross-functional collaboration, and budget management.
  • Capable of leading teams and developing strategic plans for a variety of customer needs.
  • Well-versed in resolving issues and tickets quickly and efficiently while providing the highest level of service and support.
  • For a leading educational software company, I'm well-versed in development and testing.
  • Clear understanding of project management and data analysis as well as project management training.

Accomplishments

  • Generated
  • Classified
  • Supported
  • Launched
  • Developed
  • Adapted
  • Website Design: Created accent graphics, banner ads, icons, animations and logos using Photoshop and Illustrator.
  • Implemented
  • Prepared
  • Strategy and Planning: Developed and communicated Web site usage, security policies and standards to all users. Established policies and procedures for publishing Web pages and applications in conjunction with content creators and sales staff.

Affiliations

  • American Society of Safety Professionals
  • Project Management Institute
  • Certified Ethical Hacker (CEH) Community
  • Cloud Security Alliance (CSA) Member
  • Association for Computing Machinery (ACM)
  • CompTIA IT Professional Associate Membership
  • CompTIA A+ Certification Holder Group
  • IT Service Management Forum (itSMF USA)
  • National Technical Honor Society (NTHS) for IT Professionals
  • Rotary International

Certifications

  • CompTIA A+ Technician
  • Certification in Java
  • CCSP Network Security
  • Certified Six Sigma Black Belt
  • Amazon Web Services Certified Developer
  • Certified Master Trainer
  • Certified Apple Support Professional (ACSP)
  • Cisco Certified Network Associate (CCNA)
  • HDI Customer Service Representative (HDI-CSR)
  • Certified Business Analysis Professional (CBAP)

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