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Skills

  • Operational improvement
  • Desktop support
  • Data backup and retrieval
  • Brand development
  • Ticketing System Oversight
  • System upgrades
  • Online conferencing
  • Technical issues analysis
  • Enterprise applications
  • Team Leadership

Work Experiences

  • Achieved faster and more reliable support.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Assigned user-level permissions for applications.
  • Affected 14 users.
  • Improved the helpdesk ticketing system, which resulted in a 3% reduction in the time it took to resolve support calls.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Was in charge of end-user accounts and permissions, ensuring that access rights were properly provisioned in accordance with security best practices and system policies.
  • Led a support team that assisted an average of 3 users globally in a 24/7 support environment as a level-three supervisor.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Assigned and managed user-level permissions for various applications, maintaining a high level of data integrity and confidentiality.

Summaries

  • Capable of leading teams and developing strategic plans for a variety of customer needs.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Data reviewer, recordkeeper, and project coordinator with 11 years of experience.
  • Experienced in providing both on-site and remote support.
  • Advanced understanding of cross-functional collaboration operations and a commitment to see issues through to completion.
  • Graphic Design Specialist with experience creating 2D/3D animations and web video compressions.
  • Competent Desktop Support Technician with experience assisting procedure users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Desktop Support Technician is a multi-talented Desktop Support Technician who is consistently rewarded for planning and operational improvements.
  • Responsible Network Technician with extensive conversion and cutover scheduling experience.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.

Accomplishments

  • Method Brainstormed development team evolution strategy and deployed best practices, such as team programming, test-driven development and repeatable deployments. Defined project skill sets in line with methodology and drove J2EE training.
  • Communicated
  • Program Delivered common codebase with system and program for 24 x 7 distributed procedure platforms, essential to primary revenue contracts (e.g. $4 million)
  • Created
  • Increased
  • Interfaced
  • Processed
  • Documented
  • 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.
  • Conducted

Affiliations

  • American Medical Informatics Association
  • Cisco Certified Network Associate (CCNA) Forum
  • Help Desk Institute (HDI) Membership
  • Apple Consultants Network
  • American Society of Safety Professionals
  • Association for Supply Chain Management (APICS)
  • Toastmasters
  • Freemason
  • End User Computing Professionals Group
  • Certified Information Systems Security Professional (CISSP) Membership

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Information System Security Professional
  • CompTIA Certified Technical Trainer (CTT+)
  • Certified Protection Officer (CPO)
  • Microsoft Certified Professional (MCP)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Master Trainer
  • Certified IT Asset Manager (CITAM)
  • ServSafe
  • Project Management Professional certification

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