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Skills

  • PC DOS
  • Testing and results analysis
  • Report Design
  • DevOps principles
  • Storage hardware architecture
  • Workday proficiency
  • HPCL
  • IT Infrastructure
  • Test case development
  • Systems Integration

Work Experiences

  • Kept track of everything.
  • Provided Tier 1 IT support to non-technical internal users personnel through desk side support services.
  • Diligently followed up with customers on existing orders, updating them on their status and answering their questions.
  • New employees were trained on support processes, procedures, and knowledge base.
  • Handled an average of 11 technical support calls both inbound and outbound.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Was in charge of the operation.
  • Contributed to internal technical tools by using my metric scripting skills.
  • Invented
  • Increased overall company performance by increasing IT uptime and lowering costs.

Summaries

  • Process Research Associate with extensive knowledge of Computers Software as well as strong analytical and critical thinking abilities.
  • Innovative
  • Focused on customer service
  • Workday is second nature to me, and performance reporting is second nature to me.
  • Ambitious
  • For a leading educational software company, I'm well-versed in development and testing.
  • Effective, team-oriented professional with 5 years of software development experience in the hospitality and travel industries.
  • Successful in software administration and data communications as a technically advanced information technology specialist.
  • New graduate eager to work with a diverse range of people.
  • Every day, we dedicate ourselves to providing comprehensive support and problem resolution to over 16 customers.

Accomplishments

  • Played key role in back-end system migrations, ensuring no critical data loss and minimizing downtime for end-users during the process.
  • Managed and resolved over 4 daily technical support tickets, specializing in Tier 1 & 2 assistance, achieving a 66% decrease in average issue resolution time.
  • Played a key role in upgrading over 14 workstations from method to initiative, offering real-time assistance to ensure zero data loss.
  • Collaborated with software vendors to troubleshoot and resolve unique, escalated cases involving SAP, improving team efficiency by 35%.
  • Guided users through successful Tableau installations via remote support using tools like category, maintaining high customer satisfaction rates.
  • Standardized helpdesk operations for Vantage, ensuring ticket prioritization was based on urgency and leading to a 70% increase in SLA compliance.
  • System Integration: Aligned office departments and increased inter-department communication and data sharing.
  • Process Improvement: Collaborated with initiative to ensure smooth work flow and efficient organization operations.
  • 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.
  • Reduced repetitive support requests by creating step-by-step documentation and video tutorials for resolving common technical issues, reducing request volume by 76%.

Affiliations

  • Member, Network and Computer Systems Administrators Association, 2017-Present
  • Volunteer, FreeCodeCamp's open IT support forums, 2023-Present
  • Member, Information Systems Audit and Control Association (ISACA) 2022 - Present
  • Completion of CompTIA A+ Certification, 2017
  • Active participant, Reddit’s r/ITCareerQuestions, 2017-Present
  • Active member, Microsoft IT Pro Community Seattle, 2015-Present
  • Member, SysAdmin Appreciation Society, Denver, 2019-Present
  • Certified Microsoft 365 Fundamentals – 2016
  • Certified, HDI Desktop Support Technician (DST), 2019
  • Volunteer, procedure's IT Support Program Mentor, 2021-Present

Certifications

  • JIRA Service Desk Administrator Certification
  • CompTIA Security+ Certification
  • Microsoft Certified Solutions Expert (MCSE)
  • Certified Six Sigma Black Belt
  • Microsoft Certified: Azure Fundamentals
  • Certified ITIL Foundation - IT Service Management
  • Microsoft Certified Professional (MCP)
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified Solution Developer
  • Certified Information Systems Auditor (CISA)

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