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Skills

Mac systems
Software diagnosis
Hardware diagnostics and repair
Continuous Service Improvement
Category equipment
Team management
Change management processes
Interdepartmental communication and collaboration
Relationship development
First Aid/CPR

Work Experiences

Automated common troubleshooting workflows using system to resolve issues faster, reducing manual ticket intervention by 26%.
Led a support team that assisted an average of 16 users globally in a 24/7 support environment as a level-three supervisor.
Coordinated with third-party software vendors.
Decreased related requests by 77%.
Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
Collaborated with the cybersecurity team.
Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
Assisted users with mobile device management, enforcing security protocols and compliance requirements, reducing mobile-related incidents by 42%.
Achieved Outstanding Service Award for implementing a disaster recovery plan.
Worked closely with Jira and SAP users to provide solutions to operations issues via phone, email, live chat, and web teleconference.

Summaries

Adept at providing high-level technical support via phone, email, and ticketing systems, achieving a 33% reduction in downtime for HubSpot across 8 users.
Adept at providing high-level technical support.
Achieved 51% adherence to SLA timelines.
Costs were consistently reduced while profits were increased.
Collaborated with vendors to facilitate timely equipment replacements, reducing downtime costs by $6 annually and optimizing hardware resource availability.
Collaborated with vendors for equipment replacements.
Help Desk Support Analyst is a multi-talented Help Desk Support Analyst who is consistently rewarded for planning and operational improvements.
Achieved a 37% decrease in reported incidents.
Subject matter expert on QuickBooks with exceptional skills and knowledge in client relations.
Achieved a 45% reduction in downtime.

Accomplishments

Received Lean to enhance proficiency in IT service management (ITSM) best practices and optimize departmental workflows.
Reduced average ticket response time by 58% by introducing a priority-based ticket handling system.
Resolved product issue through consumer testing.
Implemented a knowledge base for commonly recurring issues, reducing the number of redundant help desk tickets by 76%.
Assisted in setting up and deploying SAP platforms, enabling 11 employees to seamlessly transition to remote work.
Developed step-by-step documentation for initiative resolution, increasing first-contact resolution by 39%.
Provided after-hours support for systems critical to business operations, drastically minimizing downtime during three years.
Implemented automated monitoring tools and scripts, reducing system outage alerts by 60%.
Reduced printer downtime by 52% through the introduction of preventative maintenance schedules and user guidelines.
Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

Society of Human Resource Management
Microsoft Certified Solutions Associate (MCSA)
Freemason
American Marketing Association
Information Systems Security Association (ISSA)
Association for Supply Chain Management (APICS)
Association of Support Professionals (ASP)
ITIL® Foundation Certification Holder
Association of Information Technology Professionals
American Medical Informatics Association

Certifications

Amazon Web Services (AWS) Certified Cloud Practitioner
CompTIA A+ Technician
CompTIA A+
Cisco Certified CyberOps Associate
SHRM Certified Professional (SHRM-CP)
Microsoft Power Platform Fundamentals Certification
Certified Kubernetes Administrator (CKA)
Certified in Risk and Information Systems Control (CRISC)
ServSafe
Apple Certified Support Professional (ACSP)

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