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Skills

  • Business operations
  • Active Directory Management
  • IT Service Management (ITSM)
  • Executive-level IT reporting
  • Cybersecurity awareness and protocols
  • First Aid/CPR
  • Help desk ticket management
  • TCP/IP
  • Mac systems
  • First-call resolution improvement

Work Experiences

  • Contributed to the documentation of troubleshooting processes, streamlining operations for a tech support team of 2 staff members.
  • Assisted users with mobile device management, enforcing security protocols and compliance requirements, reducing mobile-related incidents by 42%.
  • Achieved zero significant incidents.
  • Achieved 58% SLA adherence.
  • Deployed critical security patches on Asana servers, improving system uptime by 63% and ensuring compliance with Lean standards.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 10 new accounts.
  • Described procedure solutions to customers to aid in problem resolution.
  • Worked closely with Jira and SAP users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Achieved a 28% reduction in user error-related incidents.

Summaries

  • Excellent Help Desk Support Analyst with 4 years of experience providing exceptional support to users at all levels.
  • Assisted 4 remote employees.
  • Specializes in category and standard product troubleshooting.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Acknowledged for achieving Innovation Award.
  • Excellent client relations and team leadership knowledge.
  • Achieved a 45% reduction in downtime.
  • Supporting hardware and software issues for system computer systems is a skillful Help Desk Support Analyst.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.

Accomplishments

  • Built remote support functionalities to assist employees across 14 regions, offering seamless troubleshooting of technical issues.
  • Proactively monitored network systems using ServiceNow, identifying potential disruptions and escalating issues before they impacted end users.
  • Led weekly information sessions for employees on best IT practices, reducing security incidents by 54% in several months.
  • Resolved product issue through consumer testing.
  • Facilitated a smooth transition by assisting in the company-wide migration to standard, resolving any post-migration technical issues.
  • Reduced average ticket response time by 58% by introducing a priority-based ticket handling system.
  • Partnered with the cybersecurity team to conduct security audit preparations, identifying and mitigating 9 critical vulnerabilities.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Worked closely with the QA team to replicate and isolate issues, providing detailed reports on recurring user incidents.
  • Developed and delivered training materials for a new software rollout, enhancing user adoption rates by 66%.

Affiliations

  • National Association of Social Workers
  • Certified Technology Specialist (CTS)
  • Global IT Service Management Community (ITSMF)
  • Society of Women Engineers
  • Association of Information Technology Professionals
  • Certified Ethical Hacker (CEH)
  • American Society of Safety Professionals
  • InterNational Association for Service Management (IASM)
  • American Marketing Association
  • Association for Supply Chain Management (APICS)

Certifications

  • CompTIA Network+
  • Microsoft Certified: Azure Fundamentals
  • Google Certified Professional Cloud Architect
  • ServSafe
  • Microsoft 365 Certified: Fundamentals
  • Apple Certified Support Professional (ACSP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Business Analysis Professional (CBAP)
  • Certified Network Defense Architect (CNDA) by EC-Council
  • HDI Desktop Support Technician (DST)

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