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Skills

  • Technical issues analysis
  • Multi-layered authentication implementation
  • Organization
  • Collaborative problem-solving
  • Regulatory compliance
  • Hands-on experience with system upgrades
  • Data recovery
  • Desktop support
  • Desktop imaging and deployment
  • IT hardware inventory management

Work Experiences

  • Led a support team that assisted an average of 15 users globally in a 24/7 support environment as a level-three supervisor.
  • Achieved 45% reduction in operational interruptions.
  • Created instructional documentation for support questions.
  • Achieved cost savings of $13.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Assisted in managing QuickBooks configurations.
  • Collaborated with the IT team to roll out metric across 6 devices, ensuring seamless migration with minimal disruption to team productivity.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Coordinated with senior engineers to conduct root cause analysis for system failures, leading to permanent fixes and a 67% drop in similar incidents.
  • Conducted testing procedures.

Summaries

  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Subject matter expert on Microsoft Excel with exceptional skills and knowledge in project management.
  • Adept at identifying system security risks.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Collaborative troubleshooting.
  • Applied a methodical approach to managing routine system updates, consistently preventing security breaches and maintaining system reliability for key users.
  • Excellent Desktop Support Engineer Intern with 16 years of experience providing exceptional support to users at all levels.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Clear understanding of cross-functional collaboration and stakeholder engagement as well as workflow optimization training.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.

Accomplishments

  • Documented and resolved procedure which led to program.
  • Provided effective desktop service for operations, improving employee productivity by 43% through quick issue resolution.
  • Successfully managed deployment and configuration of metric across 2 devices with a 15% success rate, reducing help desk intervention.
  • Assisted in network infrastructure improvements, resulting in reduced latency issues experienced by 9 end users.
  • Led a network update project, improving system response speeds by 29% and reducing end-user frustrations during peak hours.
  • Developed and maintained tracking logs that allowed the efficient management of hardware and software inventories for 12 workstations.
  • Worked closely with the security team to identify, report, and mitigate 9 network vulnerabilities across the organization.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led diagnostics and troubleshooting efforts for hardware and software issues, resulting in a 28% reduction in downtime.
  • Ensured timely responses to support requests by managing ticket resolution queues, exceeding the SLA benchmarks by 83%.

Affiliations

  • Freemason
  • Software Testing and Quality Assurance Association
  • National Association of Social Workers
  • Linux Professional Institute (LPI)
  • Project Management Institute (PMI)
  • American Marketing Association
  • Association for Information Systems (AIS)
  • Association of Independent IT Consultants (AIIT)
  • Microsoft Certified Professionals Network
  • Programming Enthusiasts and IT Application Developers Group

Certifications

  • Google IT Support Professional Certificate
  • Microsoft Certified Systems Engineer (MCSE)
  • ServSafe
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified: Windows Server Fundamentals
  • Microsoft Desktop Support Technician Certification
  • Certified Business Analysis Professional (CBAP)
  • Apple Certified Support Professional (ACSP)
  • HDI Desktop Support Technician Certification
  • CompTIA Network+

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