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Skills

  • Customer service expert
  • Supervision
  • MS Office
  • Team management
  • Analyzing system logs for troubleshooting
  • Business operations
  • Customer service
  • Basic network troubleshooting (e.g., IP configuration issues)
  • Cable management and workstation setup
  • Team building

Work Experiences

  • Conducted vulnerability assessments.
  • Collaborated with the IT security team during process to perform system diagnostics and vulnerability assessments.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Worked closely with Asana and Workday users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Described method solutions to customers to aid in problem resolution.
  • Assisted in onboarding 10 new employees.
  • Assisted with network setup and configuration.
  • 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.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.

Summaries

  • Effectively troubleshoots and resolves issues on its own.
  • Analytical Desktop Support Technician Intern.
  • Promotes risk assessment and stakeholder engagement skills that are dynamic.
  • Achieved 20% improvement in remote team communication efficiency.
  • Adept at finding network infrastructure solutions, including design and implementation of secure standard connections, which optimized data access.
  • Achieved 60% boost in user performance.
  • Scrum Master and Lean are proudly certified.
  • Subject matter expert on SAP with exceptional skills and knowledge in project management.
  • Adept at liaising with software vendors.
  • Achieved faster resolution of issues.

Accomplishments

  • Ran diagnostics and repairs on malfunctioning hardware, reducing the average equipment downtime by 29%.
  • Conducted remote desktop troubleshooting for 12 users, resolving issues within 3 minutes on average.
  • Set up and troubleshooted conferencing software like QuickBooks, leading to a 48% improvement in team communication.
  • Developed basic scripts in German to automate repetitive tasks, increasing team efficiency by 51%.
  • Upgraded OS systems on 3 outdated workstations, achieving a 43% increase in performance speed.
  • Engaged in asset management for desktop hardware, maintaining accurate inventories for 8 units.
  • Led a team in diagnosing and resolving hardware malfunctions, ensuring devices were back online in 18 minutes.
  • Collaborated with senior IT staff to maintain and expand network infrastructure, supporting 5 additional users.
  • Upgraded department devices from metric to initiative, resulting in 71% enhanced system reliability.
  • Configured and optimized system boot processes for 7 desktops and laptops, reducing startup time by 18%.

Affiliations

  • Microsoft Imagine Academy Student Membership
  • Society of Human Resource Management
  • Women in Technology International (WITI)
  • Apple Consultants Network (ACN)
  • Network Professional Association (NPA)
  • IEEE Computer Society
  • Rotary International
  • Association for Computing Machinery (ACM)
  • Association for Enterprise Information (AFEI)
  • Information Systems Security Association (ISSA)

Certifications

  • Apple Certified Associate (ACA)
  • Certified Information Systems Auditor (CISA)
  • Certified Technology Professional (CTP)
  • MTA: Windows Operating System Fundamentals
  • SHRM Certified Professional (SHRM-CP)
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Certified Wireless Network Administrator (CWNA)
  • CompTIA A+ Technician
  • Google Certified Professional Cloud Architect
  • CompTIA Network+ Certification

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