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Skills

  • Technical issues analysis
  • DevOps principles
  • Planning and implementation
  • Personal Computers
  • Analytics
  • Online conferencing
  • Java
  • Risk management
  • Operational planning
  • TOS

Work Experiences

  • Contributed to internal technical tools by using my metric scripting skills.
  • Maintained my cool and patience by employing deescalation techniques and providing positive customer support in the face of difficult customer situations.
  • Followed up with clients to ensure maximum customer satisfaction following support engagement and problem resolution.
  • Increased overall company performance by increasing IT uptime and lowering costs.
  • 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.
  • Incoming sales leads and requests for technical support assistance were evaluated and responded to.
  • I'm in charge of troubleshooting and monitoring operating systems and programs.
  • Managed customers' expectations of support and technology functionality in order to provide a positive user experience.
  • Use Active Directory to remove users and computers from servers.
  • Provided Tier 1 IT support to non-technical internal users personnel through desk side support services.

Summaries

  • 11 years of experience as a well-educated and qualified Software Developer.
  • Level-headed and composed, with a keen eye for detail.
  • Effective, team-oriented professional with 5 years of software development experience in the hospitality and travel industries.
  • Workday is second nature to me, and performance reporting is second nature to me.
  • System administrator with a strong desire to learn new skills on a regular basis.
  • Versatile
  • Principal Consultant with extensive experience in planning and implementing solutions for customers that meet and exceed their expectations.
  • As a QA tester for a prestigious company, I'm looking for a fun and challenging job.
  • Goals include leading a strong team of developers and assisting in the maximization of profits for a successful company.
  • Method Research Associate with expertise in data analysis and knowledge of workflow optimization, client relations, and quality assurance.

Accomplishments

  • Exceeded support ticket resolution targets by 14% by utilizing remote diagnostic tools and maintaining excellent communication with staff.
  • Implemented secure remote access protocols for staff workplace flexibility during category, ensuring smooth transitions to telework without sacrificing cybersecurity.
  • Program Designed IT support strategy that clearly defined workflow between external clients, application teams, and infrastructure team.
  • Collaborated with the IT security team to address potential vulnerabilities, ensuring end-user device compliance for method.
  • Created and streamlined technical onboarding processes, reducing ticket submissions from new employees by 78% in the first 10 months.
  • Implemented automated ticket systems, resulting in a 27% improvement in the average ticket closure rate.
  • Standardized helpdesk operations for Vantage, ensuring ticket prioritization was based on urgency and leading to a 70% increase in SLA compliance.
  • Product Development: Worked on scalability and optimization of production environment.
  • Performance Management: Successfully deployed complex end-to-end business intelligence solutions that delivered business value to functional organizations. Facilitated effective working relationships between client, partners and project teams throughout project lifecycles.
  • Successfully decreased average resolution time for hardware ticket requests by 18% through an enhanced streamlined troubleshooting protocol.

Affiliations

  • Active participant in Service Desk Institute (SDI) webinars and discussions
  • Alumni, initiative Technical Support Bootcamp Certified
  • Member, Help Desk Institute (HDI) (2019 - Present)
  • Google IT Support Professional Certificate metric
  • Volunteer, procedure Public Library’s free tech support sessions, 2017
  • Certified in ITIL Foundation by AXELOS since 2021
  • Engagement Lead, IT Support Learning Team for standard, 2018
  • Member, Network and Computer Systems Administrators Association, 2017-Present
  • Participant, Cisco Networking Academy Program (CCNA), 2017
  • Member, Association for Computing Machinery (ACM) 2016 - Present

Certifications

  • Certified Software Quality Engineer (CSQE)
  • JIRA Service Desk Administrator Certification
  • Certified Six Sigma Black Belt
  • CCIP Service Provider
  • Microsoft Certified Solution Developer
  • Apple Certified Support Professional (ACSP)
  • Certified Master Trainer
  • Certified Hardware Asset Management Professional (CHAMP)
  • Certified ScrumMaster
  • Certified Wireless Network Administrator (CWNA)

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