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Skills

  • Mac systems
  • Team building
  • Change management in IT environments
  • KPI Tracking and Reporting
  • Standard equipment
  • First-Contact Resolution Improvement
  • Agile methodology
  • Escalation management
  • End-user training and adoption
  • Process improvement

Work Experiences

  • Achieved a 50% decrease in recurring tickets.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Collaborated with customers to develop system configurations.
  • Achieved a 18% positive feedback score.
  • Completed implementation within one year.
  • Achieved a 46% improvement in system efficiency.
  • Collaborated with cross-functional teams to identify and resolve complex technical issues, reducing ticket resolution time by 40%.
  • Achieved high client satisfaction ratings.
  • Achieved a 18% increase in productivity.

Summaries

  • Achieved 71% efficiency post-launch for new platforms.
  • Six Sigma and Lean are proudly certified.
  • Strengths in vendor management and team leadership backed up by Computers Software training.
  • Consistently improving system performance.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Achieved a 51% reduction in system downtime post-launch.
  • Advanced expertise in training and guiding end users.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Implementation Support Specialist with a 18-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.

Accomplishments

  • Redesigned issue tracking workflows, decreasing customer wait times by 15 minutes per case.
  • Implemented robust risk management strategies, addressed emerging concerns in real-time, reducing overall project delays by 10%.
  • Assisted in customizing client setups, reducing implementation complexity, and improving user experience by 21%.
  • Worked cross-functionally to refine post-deployment processes, which resulted in a 65% increase in client satisfaction.
  • Developed troubleshooting documentation for common issues, decreasing first-response resolution time by 42%.
  • Tracked and resolved implementation issues using program, reducing customer onboarding times by 13%.
  • Integrated customer feedback mechanisms into project life cycles, increasing customer satisfaction by 15% points.
  • Reduced resource utilization bottlenecks, leading to more efficient project completion and saving 13% in operational costs.
  • Conducted in-depth training sessions and created knowledge bases, yielding 32% faster adoption rates for clients post-deployment.
  • Worked closely with product teams to increase system performance, reducing support ticket volume by 57% in one year.

Affiliations

  • International Association of Privacy Professionals (IAPP)
  • ITIL Foundation Certification
  • American Society for Quality (ASQ) - Certified Quality Improvement Associate
  • Freemason
  • Project Management Institute (PMI) - CAPM or PMP Certification 2022
  • Information Systems Security Association (ISSA)
  • Association for Software Testing (AST)
  • National Association of Systems Administrators (NASA)
  • Association for the Advancement of Artificial Intelligence (AAAI)
  • Association for Computing Machinery

Certifications

  • Certified Public Accountant
  • PRINCE2 Foundation Certification - AXELOS, 2019
  • Certified Public Accountant (CPA)
  • Project Management Professional (PMP) - category
  • Six Sigma Green Belt Certification - category, 2023
  • Certified Implementation Specialist metric - initiative, 2021
  • Certified Information Systems Auditor (CISA) – ISACA 2017
  • Certified Change Management Practitioner (CCMP) - ACMP 2020
  • CompTIA A+ Certification - standard, 2016
  • SHRM Senior Certified Professional (SHRM-SCP)

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