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Skills

  • Presentation and facilitation
  • Technical issues analysis
  • Excellent diagnostic skills
  • Project management
  • Skills review
  • System upgrades
  • Oral and written communication
  • Issue resolution
  • Java/C/C++
  • Planning and implementation

Work Experiences

  • Managed customers' expectations of support and technology functionality in order to provide a positive user experience.
  • Raised the stakes.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Handled a high volume of calls and provided technical support to category.
  • Incoming sales leads and requests for technical support assistance were evaluated and responded to.
  • Was recognized for high levels of production and customer satisfaction ratings in a variety of incentive programs and contests.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Was in charge of IT setup and service requests for local and remote users for hardware, Asana, and QuickBooks.
  • Assisted procedure customers with data connectivity issues, including troubleshooting and hardware rebooting.

Summaries

  • With a strong education and training in design principles and programming languages, she is poised and dedicated.
  • New graduate eager to work with a diverse range of people.
  • Articulate
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Strong experience assisting users in the initiative demographic from the first line to the level of Subject Matter Expert.
  • Looking for a position with a cutting-edge company that develops innovative solutions for a variety of industries.
  • Network Administrator with expertise in back-end programming, relational databases, and the development and maintenance of complex and mission-critical systems.
  • Bilingual and highly collaborative.
  • Ambitious
  • IT educator with a track record of creating effective training materials.

Accomplishments

  • Collaborated with the IT team to introduce a knowledge sharing system, accelerating issue resolution for common problems by 73%.
  • System Integration: Established compatibility with third party software products by developing program for modification and integration, decreasing costs by 18%.
  • Process Improvement: Collaborated with program to ensure smooth work flow and efficient organization operations.
  • Executed a multi-tier escalation process that decreased the number of unresolved tickets by 38% within several months.
  • Collaborated with HR and IT security teams to institute stricter access control policies, raising data protection benchmarks by 27%.
  • Analyzed trends in help desk tickets and used data to address recurring issues, reducing ticket volume by 48% over three years.
  • Funded and piloted new hardware imaging procedures, reducing workstation deployment time by 49%.
  • System Design: Conceptualized and designed framework that resulted in method.
  • Partnered with third-party vendors to streamline patch management processes, accelerating SLA adherence by 25%.
  • Developed training modules for help desk staff, resulting in a 67%-boost in first-contact resolution rates.

Affiliations

  • Took part in the National Association of IT Service Providers (NAITSP) forums
  • Active participant in the Apple Consultants Network (ACN)
  • Rotary International
  • Active in the Service Desk Analysts Community of Practice
  • Member of Society for Information Management (SIM) Austin chapter
  • Completed ITIL Foundation Level certification from Brightline in 2015
  • Toastmasters
  • Member of Support Driven Community, sharing best practices in help desks
  • Member of the International Association for Continuing Education and Training (IACET)
  • Engaged with the Enterprise Desktop Alliance since 2024

Certifications

  • Association for Project Management (APM)
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE) – 2017
  • Certified Information Systems Auditor (CISA) 2022
  • CCDP Design
  • Certified Master Trainer
  • Certified Public Accountant
  • Certified Problem Management Professional (CPMP) - Cedar Works, 2019
  • Certified Business Analysis Professional (CBAP)
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Internetwork Expert (CCIE)

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