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Skills

  • Organization
  • Team management
  • Cybersecurity best practices
  • Hardware diagnosis
  • Workday expert
  • Planning and coordination
  • Operational improvement
  • Business operations
  • CCTV
  • LAN aptitude

Work Experiences

  • Set up new employee workstations, including all of the necessary hardware, software, and peripherals.
  • Achieved a 53% positive feedback rate.
  • Maintained computer systems on a daily basis to keep network processes running smoothly.
  • Conducted preventive maintenance on Microsoft Excel.
  • Achieved this in 2024.
  • Responded to 3 individual tickets to provide Power BI and HubSpot end-user support every week.
  • Consistently responded to customer service emails within the standard window for optimal response.
  • Addressed a cybersecurity vulnerability.
  • Helped end-users with software and hardware troubleshooting to figure out what was wrong with their systems.
  • Completed within the past year.

Summaries

  • Method, framework, and metric are all available.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Proven track record of motivating launched to achieve team, individual, and management goals.
  • Concerned about usability and security issues.
  • Computers Software student seeking hands-on experience through an internship in project management.
  • Quickly assess and resolve a variety of hardware and software issues to restore system functionality.
  • Experienced creator of user materials in a variety of formats.
  • Strong technical skills and experience in strategic planning.
  • Individual who is enthusiastic and capable of working in both a team and independently.

Accomplishments

  • Implemented a password reset self-service tool for Lakeside Partners, reducing password-related tickets by 64% and increasing end-user productivity.
  • Supported migration to initiative, assisting 13 users with troubleshooting compatibility and software reinstallation.
  • Introduced a proactive maintenance plan resulting in 79% reduction of recurring technical problems, enhancing overall system stability.
  • Developed end-user support documentation for remote working setups, reducing setup-related inquiries by 71%.
  • Provided real-time guidance to users during critical system outages, reducing department-wide downtime by 81%.
  • Assisted users with transitioning to cloud-based services, ensuring a seamless migration and minimal disruption to daily workflows.
  • Resolved 15 daily helpdesk tickets consistently within SLA timeframes, providing first-line technical support and improving user satisfaction by 75%.
  • Collaborated with network administrators to implement secure remote working solutions, increasing VPN stability and reducing downtime by 55%.
  • Created and presented weekly helpdesk performance reports for system, providing actionable insights that improved ticket management efficiency by 37%.
  • Worked with third-party vendors to resolve escalated issues with minimal downtime, tracking vendor performance with a Jira system.

Affiliations

  • Member of the Association of Support Professionals (ASP) since 2015, enhancing knowledge on industry standards and best practices.
  • Attended a certification course in Cisco Networking to improve handling of VPN and infrastructure-related troubleshooting (2015).
  • Completed a Help Desk Operations course through Udemy, advancing knowledge in streamlining ticketing systems and improving SLA response.
  • Completed the Help Desk Institute (HDI) Support Center Analyst certification in 2021, enhancing core skills in problem-solving and service applications.
  • Active member of Linux Professional Institute (LPI), advancing skills in open-source systems troubleshooting applicable to help desk roles.
  • Certified in Cybersecurity Awareness Training, learning to identify and resolve common user security issues in enterprise environments.
  • Currently pursuing the Microsoft Certified: Azure Fundamentals certification to assist with cloud-based help desk support.
  • Regular attendee of the IT Help Desk Symposium, focusing on the latest tools and technologies in tiered technical support.
  • Active participant in ISACA, focusing on information systems audit, control, and leadership principles relevant to help desk operations.
  • Attended the annual Help Desk International (HDI) conference in 2016, focusing on customer service and support leadership.

Certifications

  • SAP Certified Application Associate
  • Professional Scrum Master I (PSM I)
  • Certified Technology Specialist (CTS)
  • Association for Project Management (APM)
  • HDI Customer Service Representative
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Certified Ethical Hacker (CEH)
  • ServSafe
  • CompTIA Network+
  • Certified Information Privacy Technologist (CIPT)

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