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Skills

  • TCP/IP
  • Cross-functional collaboration
  • Cloud technologies support (framework)
  • Hardware diagnostics and repair
  • MS Office
  • Remote troubleshooting
  • Mac systems
  • Technical documents comprehension
  • Software installation and configuration
  • Relationship development

Work Experiences

  • Contributed to internal technical tools by using my standard scripting skills.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Provided end-user training and support in terms of software, hardware, and network standards and processes.
  • Compiled and accurately entered data into the system for each customer encounter.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Was responsible for providing on-call support for critical category issues involving Salesforce and HubSpot.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Was in charge of internal product training for Salesforce, which included training support staff, end-users, and new hires.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Achieved results during procedure in 2017.

Summaries

  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Achieved 25% server reliability.
  • Recognize when to take a hands-on approach to problems and when to delegate support calls to the appropriate people.
  • Supporting hardware and software issues for initiative computer systems is a skillful Help Desk Technician.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Excellent Help Desk Technician with 13 years of experience providing exceptional support to users at all levels.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a 84% escalation avoidance rate.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.

Accomplishments

  • Managed daily support for 2 users within a high-demand environment, reducing system downtime by 57% through proactive issue resolution.
  • Provided real-time technical support adjustments during migrations, reducing transition downtime for teams by 30% and ensuring minimal disruption.
  • Reduced overall end-user downtime by 27% through efficient on-site hardware diagnostics and system refreshes in marketing.
  • Reduced escalation frequency by 29% through the development of robust training materials for Tier 1 support staff.
  • Worked directly with IT development and operations teams to remediate high-impact issues, maintaining 61% network uptime.
  • Implemented a knowledgebase management system that optimized self-service resources and decreased overall ticket workload by 80%.
  • Successfully resolved 31% of help desk tickets on first contact through efficient triaging and troubleshooting methods.
  • Provided support for software and hardware across 9+ workstations, significantly reducing employee downtime across Austin use.
  • Collaborated with cross-functional teams to troubleshoot network and VPN issues, improving connectivity for distributed users by 40%.
  • Conducted troubleshooting of hardware issues for 15+ workstations, successfully decreasing costs by extending device life by 83% years.

Affiliations

  • Lions Club
  • Red Hat Certified System Administrator (RHCSA) Community
  • National Association for Information Destruction (NAID)
  • Jaycees
  • Association of Information Technology Management (ITMG)
  • EC-Council Certified Network Defender (CND) Alumni
  • CompTIA IT Fundamentals (ITF+) Certification Alumni
  • Society of Women Engineers
  • VMware Certified Professional (VCP) Community
  • National Association of Social Workers

Certifications

  • Google Certified Professional Cloud Architect
  • Microsoft Certified: Azure Fundamentals
  • First Aid/CPR Certified
  • HPE ATP - Hybrid IT Solutions V2
  • ITIL v4 Foundation
  • Apple Certified Support Professional (ACSP)
  • CompTIA Security+ Certification
  • Certified Public Accountant (CPA)
  • Cisco Certified Network Associate (CCNA)
  • Certified in Risk and Information Systems Control (CRISC)

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