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Skills

  • System upgrades
  • IP Forwarding proficient
  • Project management
  • Data analysis
  • New employee mentoring
  • Client service
  • Process implementation
  • Conflict resolution
  • Planning and implementation
  • Storage hardware architecture

Work Experiences

  • User profiles, security access, and shared file structures were all under my control.
  • Collaborated with 8 customer service supervisors to resolve 9 customer concerns on a two years basis.
  • Led a support team that assisted an average of 16 users globally in a 24/7 support environment as a level-three supervisor.
  • Built and maintained positive customer relationships, which resulted in increased account services and growth.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Worked closely with end-users to resolve issues with SAP and Jira in both remote and desk-side environments.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Collaborate with members of the Software Development team, as well as marketing and sales departments, to develop strategies.
  • Devised incisive workarounds and solutions for process issues.
  • Was in charge of the operation.

Summaries

  • Service-driven
  • Multilingual and extremely dedicated.
  • With a strong education and training in design principles and programming languages, she is poised and dedicated.
  • Standard Research Associate with a strong desire to advance knowledge by conducting research into stakeholder engagement.
  • Asana and QuickBooks mastery
  • Delivered high-level, consistent, and responsive help desk services while effectively managing a technically diverse workforce.
  • Software project manager who is well-organized and knowledgeable about the latest hardware and software technologies.
  • Looking for a position with a cutting-edge company that develops innovative solutions for a variety of industries.
  • Dependable
  • Bilingual software project manager with a strong work ethic.

Accomplishments

  • Process Increased company productivity by 3% through client product over shipment prevention by implementing bar-coding and RF equipment for system software administration.
  • Partnered with third-party vendors to streamline patch management processes, accelerating SLA adherence by 25%.
  • Managed relationships with external hardware vendors, improving troubleshooting times and reducing hardware replacement times by 9 hours.
  • Implemented robust Active Directory management procedures, leading to a 28%-decrease in user access-related support tickets.
  • Tracked project budgets continuously and resolved discrepancies before issues occurred, effectively saving over $2.
  • Installation: Installed appropriate security patches to dissolve security vulnerabilities.
  • Network Security: Updated network systems to support confidential company operations and eliminate hacking ability.
  • System Integration: Aligned office departments and increased inter-department communication and data sharing.
  • Performance Management: Successfully deployed complex end-to-end business intelligence solutions that delivered business value to functional organizations. Facilitated effective working relationships between client, partners and project teams throughout project lifecycles.
  • Authored detailed procedural documentation, slashing onboarding and cross-training time by 45%.

Affiliations

  • Engaged with the Enterprise Desktop Alliance since 2024
  • Linux Professional Institute certified technician (LPIC) certification in 2017
  • Association for Supply Chain Management (APICS)
  • Took part in the National Association of IT Service Providers (NAITSP) forums
  • Recognized member of Customer Service Institute of America (CSIA)
  • Affiliated with Customer Experience Professionals Association (CXPA), focusing on improving IT customer service
  • Freemason
  • Lions Club
  • Certified in CompTIA IT Fundamentals+ (ITF+) from Meridian
  • Participant in the International Association of IT Asset Managers (IAITAM) conferences

Certifications

  • Certified Information Technology Manager (CITM) – Brightline, 2017
  • Certified Information Systems Auditor (CISA) 2022
  • Certified ScrumMaster
  • CompTIA Project+
  • VMware
  • Certified Public Accountant (CPA)
  • Cisco Certified Internetwork Expert (CCIE)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Software Quality Engineer (CSQE)
  • Certified ScrumMaster (CSM) – 2017

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