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Skills

  • Team building
  • Customer support
  • Disaster Recovery Planning
  • Automation tool development
  • Application support
  • End-user training and documentation creation
  • Supervision
  • Business Strategy
  • Customer service expert
  • Communications

Work Experiences

  • Achieved results across two years.
  • Helped customers troubleshoot problems they were having with hardware or software by giving them actionable tips on how to fix them.
  • Eagerly took part in procedure job-related training to improve my skills and expand my knowledge of program technology.
  • Handled a high volume of calls and provided technical support to method.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux, and Mac systems.
  • Used a variety of diagnostic tools and tactics to identify and resolve technical issues.
  • Was responsible for providing on-call support for critical initiative issues involving Salesforce and HubSpot.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 4 new accounts.
  • Identified potential process sales and cross-selling opportunities during the delivery of support services.
  • Reviewed technical documentation and procedures for procedure and process.

Summaries

  • Help Desk Analyst with 6 years of experience putting customer satisfaction first while providing technical support.
  • Senior Technical Support Specialist with proven data analysis and risk assessment abilities.
  • Consistent 9 rankings in monthly metrics have been achieved.
  • Costs were consistently reduced while profits were increased.
  • Strengths in risk assessment and vendor management backed up by Computers Software training.
  • Specializes in category and standard product troubleshooting.
  • Help Desk Analyst with a 5-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Successfully providing 12 workstations with network support, troubleshooting, and maintenance.
  • Competent Help Desk Analyst with experience assisting framework users with a wide range of computer, mobile device, and peripheral equipment issues.

Accomplishments

  • Documented and resolved program which led to framework.
  • Resolved hardware and software issues using remote desktop tools, assisting users across 5 locations.
  • Implemented security protocols aligning with industry best practices, leading to a 26% increase in compliance with internal regulations.
  • Worked closely with sales to streamline onboarding processes, reducing setup time for new employees by 4 days.
  • Developed automation scripts for recurring IT tasks, resulting in a 79% improvement in time utilization for the help desk team.
  • Led efforts in implementing multi-factor authentication (MFA), which increased security compliance by 56%.
  • Accumulated and maintained accurate logs for QuickBooks, providing compliance reports that satisfied audit requirements.
  • Managed the deployment of Power BI to 16 workstations in Raleigh, ensuring optimal performance through rigorous testing and configuration.
  • Reduced unnecessary dependencies on outsourced support by upskilling internal help desk team through focused training, improving efficiency by 22%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Certified Ethical Hacker (CEH) Program
  • User Support Specialist, International Association of IT Support Professionals
  • American Marketing Association
  • Member, Mobile Device Management Alliance
  • Certified MDM Specialist, Mobile Device Management Association
  • Tech Mentor for Local College IT Programs
  • Affiliated with Certified Desktop Support Technician (CDST) Community
  • Association of Information Technology Professionals
  • International Association of Administrative Professionals
  • Active Participant, Disaster Recovery Information Exchange (DRIE)

Certifications

  • Certified Network Security Specialist (CNSS)
  • ITIL Foundation Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Comptia Linux+ Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Microsoft Certified: Windows Server Fundamentals
  • HDI Support Center Analyst Certification
  • Certified Technical Support Specialist (CTSS)
  • Salesforce
  • CompTIA Network+ Certification

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