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Skills

  • Client relationship building
  • Regulatory compliance
  • Change Management
  • First Aid/CPR
  • Customer support
  • TCP/IP
  • Performance metrics analysis
  • Data entry
  • Active Directory management and support
  • Incident Management

Work Experiences

  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Led a support team that assisted an average of 5 users globally in a 24/7 support environment as a level-three supervisor.
  • Was responsible for providing on-call support for critical initiative issues involving Salesforce and HubSpot.
  • Managed customers' expectations of support and technology functionality in order to provide a positive user experience.
  • Helped customers choose products based on their stated needs, intended use, and budget.
  • Resolved technical issues by troubleshooting.
  • Kept track of website traffic and used Google Analytics to provide data to the marketing department for analysis.
  • Answered support calls within 17 seconds to avoid delays and abandoned calls.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux, and Mac systems.
  • Worked closely with Workday and Microsoft Excel users to provide solutions to operations issues via phone, email, live chat, and web teleconference.

Summaries

  • Accomplished at gathering customer information and conducting research to resolve complex technical issues.
  • Help Desk Analyst with 18 years of successful budget management and project management experience.
  • Excellent data analysis and strategic planning knowledge.
  • System administrator with a strong desire to learn new skills on a regular basis.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Subject matter expert on Jira with exceptional skills and knowledge in process improvement.
  • Bringing 7 years of experience in procedure technical equipment troubleshooting.
  • Bringing 14 years of professional experience in technical support and help desk services.
  • Tableau expert and HubSpot user.
  • Dedicated to learning, growing, and succeeding in Computers Software.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented a new ticketing triage process which reduced ticket resolution time by 70% within 18 months.
  • Collaborated with marketing to create comprehensive training programs, increasing user adoption rates for new systems by 40%.
  • Implemented security protocols aligning with industry best practices, leading to a 26% increase in compliance with internal regulations.
  • Successfully recovered critical data from Tableau within 6 months, preventing significant business disruption.
  • Resolved product issue through consumer testing.
  • Achieved 40% reduction in service requests by proactively identifying and addressing recurring technical issues.
  • Provided remote desktop support to over 17 users using Adobe Creative Suite, resulting in 59% increase in first-contact resolution rates.
  • Escalated unresolved issues to Level 2 and Level 3 technical teams within three years, ensuring adherence to SLA requirements and timely problem resolution.
  • Successfully escalated 6 critical issues to third-party vendors, resulting in quicker resolution times and improved service levels.

Affiliations

  • Society of Women Engineers
  • User Support Specialist, International Association of IT Support Professionals
  • American Medical Informatics Association
  • Member, American Society for Information Science and Technology (ASIS&T)
  • International Association of Administrative Professionals
  • Toastmasters
  • Certified Support Specialist, Technology Services Industry Association (TSIA)
  • Jaycees
  • Member, National Society of IT Service Management (itSMF USA)
  • Tech Mentor for Local College IT Programs

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Apple Certified Associate (ACA)
  • AppleCare Mac Technician (ACMT) Certification
  • ITIL Intermediate: Operational Support and Analysis
  • CompTIA A+ Certification
  • Certified Public Accountant
  • ServiceNow Certified System Administrator
  • Certified Public Accountant (CPA)
  • HDI Desktop Support Technician Certification
  • Microsoft 365 Certified: Modern Desktop Administrator Associate

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