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Skills

  • InContact
  • Written and oral communication
  • Process implementation
  • Refined system debugging skills
  • Skills review
  • Conflict resolution
  • Online conferencing
  • Python and Ruby proficient
  • Product templates
  • Network Maintenance

Work Experiences

  • Resolved technical issues by installing metric software, modifying and repairing procedure hardware, and installing program software.
  • Work with the HR department as well as other bank departments.
  • Was in charge of internal product training for QuickBooks, which included training support staff, end-users, and new hires.
  • Efficiently evaluated and resolved method technical issues for end users in order to reduce downtime.
  • Was in charge of the L1 help desk's procedures and processes.
  • Followed up with clients to ensure maximum customer satisfaction following support engagement and problem resolution.
  • Investigated, troubleshooted, and resolved difficult metric and category issues.
  • Was in charge of configuring and troubleshooting Apple devices.
  • Identified potential metric sales and cross-selling opportunities during the delivery of support services.
  • Was in charge of the help desk team and was responsible for managing, coaching, evaluating, and motivating them.

Summaries

  • Graphic Designer with extensive experience in collateral design, website development, and media production.
  • Fast worker who can solve problems quickly and provides excellent customer service.
  • Helpdesk Support is an experienced Helpdesk Support who is dedicated to maintaining cutting-edge technical skills and industry knowledge.
  • Process Research Associate with expertise in performance reporting and knowledge of risk assessment, stakeholder engagement, and team leadership.
  • Dedicated and energetic graduate student with 3 years of software development experience.
  • Competent Helpdesk Support with experience assisting system users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Principal Consultant with extensive experience in planning and implementing solutions for customers that meet and exceed their expectations.
  • Systems architect with extensive experience in coding, application design, defined architectures, and project management.
  • Scrum Master and Lean are proudly certified.
  • Graphic Design Specialist with experience creating 2D/3D animations and web video compressions.

Accomplishments

  • Reviewed
  • Standard Managed complex BI/DW deployment programs, facilitating acquisition of business requirements. Prepared design specifications, developed reporting and analytics, tested and managed user adoption.
  • Program Requirements: Wrote program requirements which succeeded in procedure.
  • Programmed
  • Monitored
  • Classified
  • Framework Created and drove infrastructure migration strategy to begin transformation of SSIT from a legacy client-server workshop to a modern business-aligned operation built upon enterprise architecture best practices.
  • Operational Management: Identified, recommended and prioritized new Web features and applications in conjunction with business leaders and department managers. Developed, coded, installed, tested, debugged and documented Web applications using appropriate editors.
  • Requirements Analysis: Completed business requirements analysis including the evaluation of systems specifications for client Web site two weeks ahead of deadline.
  • Collaborated

Affiliations

  • Member of the Society for Technical Communication (STC), attending webinars on improving support documentation and communication strategies.
  • Certified in disaster recovery through Disaster Recovery Institute International (DRI), participating in exercises and continuous development.
  • Member of the Association of Support Professionals (ASP) focused on enhancing best practices in Helpdesk and technical customer support.
  • Engaged with the Computer Technology Industry Association (CompTIA) community to stay ahead of IT support trends and certifications.
  • Certified IT Support Professional through Lean, maintained ongoing affiliation to stay updated with emerging technologies.
  • Participant in weekly activities with the National Business Education Association (NBEA) to strengthen business communication skills in professional helpdesk environments.
  • Affiliate of the Technical Support Roundtable Think Tank, where I participate in discussions and workshops to enhance customer support strategies.
  • Affiliation with the Project Management Institute (PMI), leveraging project management skills to improve IT ticket resolution timelines.
  • Enrolled in VMware User Group (VMUG), enhancing my virtualization knowledge for improving server support.
  • Active member of the Google IT Support Professional Certificate Program alumni network.

Certifications

  • Certified Protection Officer (CPO)
  • Certified Information Systems Auditor (CISA)
  • Help Desk Institute (HDI) Technical Support Professional Certification
  • Linux Professional Institute Certification (LPIC-1)
  • Top Secret Security Clearance
  • Microsoft Certified Professional (MCP)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Certified Service Desk Manager (CSDM) by SDI
  • Certified Help Desk Manager (HDM) by Service Strategies
  • Certified ScrumMaster

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