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Skills

Project organization
Supervision
Desktop support
Problem resolution
Operational improvement
Automation tool development
Staff education and training
Logging support tickets
Technical documents comprehension
End-user training and documentation creation

Work Experiences

Kept track of website traffic and used Google Analytics to provide data to the marketing department for analysis.
Identified potential process sales and cross-selling opportunities during the delivery of support services.
Worked closely with Workday and Microsoft Excel users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
Helped customers choose products based on their stated needs, intended use, and budget.
Coached and trained end-users on Adobe Creative Suite and Salesforce functions, features, and basic troubleshooting.
Stayed up to date on the latest technologies and solutions applicable to company products in order to provide the best support to end-users.
Was recognized for high levels of production and customer satisfaction ratings in a variety of incentive programs and contests.
Compiled and accurately entered data into the system for each customer encounter.
Used a variety of diagnostic tools and tactics to identify and resolve technical issues.
Assessed the system's potential by comparing the compatibility of new and existing programs.

Summaries

Dedicated to learning, growing, and succeeding in Computers Software.
A good communicator who has a pleasant phone demeanor.
Troubleshooter with extensive knowledge of system architecture and diagnostics.
Strengths in risk assessment and vendor management backed up by Computers Software training.
Promotes vendor management and risk assessment skills that are dynamic.
Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
Tableau expert and HubSpot user.
Consistent 9 rankings in monthly metrics have been achieved.
Level-headed and composed, with a keen eye for detail.
Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.

Accomplishments

Supported the successful completion of a cross-department system upgrade that affected over 5 employees, with zero post-launch issues.
Redesigned help desk procedures, achieving an improved user satisfaction score by 84% within three years.
Identified recurring issues in Microsoft Excel configuration, implemented fixes that decreased support tickets by 5% within two years.
Successfully escalated 6 critical issues to third-party vendors, resulting in quicker resolution times and improved service levels.
Reduced unnecessary dependencies on outsourced support by upskilling internal help desk team through focused training, improving efficiency by 22%.
Reduced average resolution time for technical tickets by 71% by improving triage processes and implementing knowledge base resources.
Improved knowledge base repository by adding troubleshooting steps for regularly occurring issues, cutting help desk queries by 59%.
Managed the migration of Tableau to category, ensuring no critical service interruptions during transition.
Led efforts in implementing multi-factor authentication (MFA), which increased security compliance by 56%.
Developed automation scripts for recurring IT tasks, resulting in a 79% improvement in time utilization for the help desk team.

Affiliations

Member, National Society of IT Service Management (itSMF USA)
Certified ScrumMaster (CSM) Program
Certified Support Specialist, Technology Services Industry Association (TSIA)
User Support Specialist, International Association of IT Support Professionals
Member, American Society for Information Science and Technology (ASIS&T)
Certified MDM Specialist, Mobile Device Management Association
Society of Human Resource Management
Tech Mentor for Local College IT Programs
Certified Information Systems Security Professional (CISSP) Program
National Association of Social Workers

Certifications

Certified Endpoint Management Specialist
Microsoft Certified Systems Engineer (MCSE)
ITIL Intermediate: Operational Support and Analysis
Certified Network Security Specialist (CNSS)
Cisco Certified Internetwork Expert (CCIE)
First Aid/CPR Certified
AppleCare Mac Technician (ACMT) Certification
Google IT Support Professional Certificate
ServSafe
Microsoft Certified: Azure Administrator Associate

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