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Skills

  • Issue resolution
  • Client relationship management
  • Data analysis
  • Bookkeeping
  • Process implementation
  • Marketing
  • Cross-functional collaboration
  • Database design
  • Troubleshooting skills
  • Written and oral communication

Work Experiences

  • Contributed to a significant reduction in operational costs of 2% through implemented.
  • Increased overall company performance by increasing IT uptime and lowering costs.
  • Categorized
  • Guided customers through problem-solving steps and enlisted additional assistance.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Led a support team that assisted an average of 11 users globally in a 24/7 support environment as a level-three supervisor.
  • Kept track of standard work requests' records, logs, and lifecycle documentation.
  • Assisted framework customers with data connectivity issues, including troubleshooting and hardware rebooting.
  • Collaborated with 13 customer service supervisors to resolve 2 customer concerns on a 18 months basis.
  • Employees were trained in the use of HubSpot and instructional techniques by me.

Summaries

  • Meticulous Help Desk Supervisor capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using Power BI.
  • Goals include leading a strong team of developers and assisting in the maximization of profits for a successful company.
  • Supportive Help Desk Manager recognized for identifying the root cause of issues and providing long-term solutions.
  • Looking for a job where I can help with test reporting and defect resolution.
  • Subject matter expert on HubSpot with exceptional skills and knowledge in risk assessment.
  • Astute software project manager dedicated to providing outstanding customer service.
  • Innovative
  • Service-driven
  • Delivered high-level, consistent, and responsive help desk services while effectively managing a technically diverse workforce.
  • Looking to improve organizational performance with a well-designed training program?

Accomplishments

  • Procedure Designed IT support strategy that clearly defined workflow between external clients, application teams, and infrastructure team.
  • Documented and resolved category which led to method.
  • Helped deploy end-user training sessions on common issues, which decreased help desk tickets related to password resets by 53%.
  • Analysis and Development: Resolved core issues through the redesign of the broker data model, data house-holding processes and daily round-trip database synchronization. Set new standards for virtually 100% code coverage, while piloting Oracle Designer.
  • Disaster Recovery Planning: : method framework Technical Support:: program system
  • Reduced first response times to critical issues by 37%, ensuring 11 incidents mitigated immediately during crises in 2016.
  • Piloted a remote IT support protocol during initiative, designed to handle 71% of inquiries without on-site visits.
  • Program Requirements: Wrote program requirements which succeeded in method.
  • Developed an automated ticket escalation procedure which minimized downtime by 41%, benefiting key business operations.
  • Audited IT ticket logs quarterly for process improvements, recommending changes that resulted in a 75% drop in unresolved issues.

Affiliations

  • Member of the Association for Information Communications Technology Professionals
  • Active member of Association for Talent Development (ATD), focused on training help desk teams
  • Jaycees
  • Society of Human Resource Management
  • International Association for Help Desk Professionals (IAHDP)
  • Association of Information Technology Professionals
  • Professional Member of CompTIA, focused on Help Desk Technologies and IT Service Management
  • Association for Computing Machinery
  • Active participation in HDI Local Chapter to foster IT support learning and networking
  • Freemason

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Advanced Security Practitioner (CASP+)
  • CompTIA Network+
  • Salesforce
  • Association for Project Management (APM)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Information Security Manager (CISM)
  • CompTIA Project+
  • VMware
  • SHRM Certified Professional (SHRM-CP)

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