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Skills

  • Team building
  • Project organization
  • Critical systems support
  • Exceptional telephone etiquette
  • CCTV
  • Invoice generation
  • Team management
  • Cloud computing technologies (e.g., AWS, Azure)
  • Administrative support
  • Insurance billing

Work Experiences

  • Kept track of IT supplies inventory by checking levels on a 18 months basis.
  • Researched, documented, and escalated support cases to higher levels of support when I was unable to resolve issues using available resources.
  • Completed within the past year.
  • Used Salesforce, Adobe Creative Suite, and Workday to implement system security and data assurance software.
  • Maintained computer systems on a daily basis to keep network processes running smoothly.
  • Achieved a 53% positive feedback rate.
  • Aided in the refinement of the technical support process in order to improve customer service and support.
  • Responded to 3 individual tickets to provide Power BI and HubSpot end-user support every week.
  • Collaborated with Tier II support and escalated unresolved issues, resulting in a 57% reduction in problem resolution time for critical systems.
  • Communicated bugs to the development team.

Summaries

  • Help Desk Analyst Tier 1 with superior understanding and knowledge of Salesforce and Asana in a Workday environment.
  • Lean and Six Sigma are her areas of expertise.
  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • Team leadership Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Through troubleshooting and risk assessment, critical thinking Help Desk Analyst Tier 1 effectively resolves technical issues.
  • Help Desk Analyst Tier 1 who is dependable and has 8 years of helpdesk experience.
  • Concerned about usability and security issues.
  • Strategic planning and client relations abilities are exceptional.
  • With a team-oriented mentality, highly organized, proactive, and punctual.

Accomplishments

  • Worked closely with Department Heads to establish new equipment procedures, reducing setup times for newly hired personnel by 84%.
  • Developed troubleshooting guides for various systems, reducing internal training time by 24% and enhancing team problem-solving capabilities.
  • Optimized device deployment processes for the helpdesk team, reducing new workstation setup time by 64%.
  • Introduced a proactive maintenance plan resulting in 79% reduction of recurring technical problems, enhancing overall system stability.
  • Created and presented weekly helpdesk performance reports for system, providing actionable insights that improved ticket management efficiency by 37%.
  • Trained 18 new helpdesk technicians on process, ensuring improved team efficiency and knowledge consistency.
  • Collaborated with network administrators to implement secure remote working solutions, increasing VPN stability and reducing downtime by 55%.
  • Facilitated the deployment of enterprise-wide security patches as part of cross-departmental IT projects, reducing vulnerability risks by 81%.
  • Assisted users with transitioning to cloud-based services, ensuring a seamless migration and minimal disruption to daily workflows.
  • Directed the installation of software updates for 4 users, securing all systems against vulnerabilities and achieving CPA compliance.

Affiliations

  • Currently pursuing the Microsoft Certified: Azure Fundamentals certification to assist with cloud-based help desk support.
  • IT Support Specialist Internship at Brightline, providing direct Tier 1 helpdesk services and monitoring AD account activity.
  • Volunteer IT support for standard, providing technical assistance and software troubleshooting in 2016.
  • Member of the Association of Support Professionals (ASP) since 2015, enhancing knowledge on industry standards and best practices.
  • Active participant in ISACA, focusing on information systems audit, control, and leadership principles relevant to help desk operations.
  • Completed a Help Desk Operations course through Udemy, advancing knowledge in streamlining ticketing systems and improving SLA response.
  • Active participant in the National IT Service Desk Association, engaging in webinars and workshops to stay current with service desk trends.
  • Regular attendee of the IT Help Desk Symposium, focusing on the latest tools and technologies in tiered technical support.
  • Certified in Cybersecurity Awareness Training, learning to identify and resolve common user security issues in enterprise environments.
  • Continuing education with the SDI (Service Desk Institute) to stay updated on global end-user support trends.

Certifications

  • Certified Help Desk Manager (HDM) by HDI
  • SHRM Senior Certified Professional (SHRM-SCP)
  • SHRM Certified Professional (SHRM-CP)
  • ITIL Foundation Certification
  • Cisco Certified Network Associate (CCNA)
  • Certified Information Privacy Technologist (CIPT)
  • Cisco Certified CyberOps Associate
  • First Aid/CPR
  • Microsoft Certified Trainer (MCT)
  • VMware Certified Technical Associate (VCTA)

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