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Skills

  • Application support
  • Network configuration
  • Help desk ticket triaging
  • Client software installation
  • Staff education and training
  • DNS resolution troubleshooting
  • Incident Response
  • Communications
  • Supervision
  • MS Office

Work Experiences

  • Analyzed common software glitches, leading to proactive training sessions that decreased user complaints by 40%.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Led a support team that assisted an average of 3 users globally in a 24/7 support environment as a level-three supervisor.
  • 51% of interns transitioned to full-time roles.
  • Created a streamlined method for prioritizing tickets by criticality and business impact, decreasing average resolution by 6 hours.
  • Added over 13 new entries.
  • Created a streamlined method for prioritizing tickets.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Increased company revenue by 4% beyond three years targets by upselling products and services.
  • Assisted in the upgrade of 4 peripheral devices, increasing employee productivity by 23%.

Summaries

  • Supporting hardware and software issues for system computer systems is a skillful Information Technology Help Desk Technician.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Information Technology Help Desk Technician with 17 years of successful stakeholder engagement and cross-functional collaboration experience.
  • Collaborative professional with a track record.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Boosted first-call resolution rates by 77%.
  • Committed to improving user satisfaction.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Information Technology Help Desk Technician with a 5-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.

Accomplishments

  • Implemented security policies that hardened the company's network, reducing phishing attack success rates by 68% %.
  • Used advanced incident tracking systems, such as Power BI, to identify trends in hardware failures, reducing future incidents by 52% %.
  • Reduced average incident resolution time by 63% through proactive scripting of common issues with Tableau.
  • Documented and resolved program which led to framework.
  • Collaborated with cross-departmental teams to resolve high-impact infrastructure issues, returning operations to normal within the past year.
  • Achieved 30% reduction in system downtimes by implementing and maintaining automated monitoring systems using Tableau.
  • Assisted in the migration of 9 systems to a cloud-based infrastructure, minimizing downtime and saving an estimated 53% in yearly maintenance costs.
  • Trained 4 members of the IT department on desktop, software, and hardware troubleshooting best practices, improving team performance by 77% %.
  • Proactively identified and tested solutions for metric, resulting in 14 fewer incident tickets over three years.
  • Coordinated scheduling and execution of regular software updates, reducing downtime from unscheduled outages by 79%.

Affiliations

  • Society of Human Resource Management
  • Association of Information Technology Professionals
  • Infrastructure Support and Maintenance Experts (ISME)
  • VoIP Users Group (VUG)
  • TechNet Professional Support Community
  • International Council of Nurses
  • Jaycees
  • Information Systems Audit and Control Association (ISACA)
  • American Marketing Association
  • Professional Technology Consultants Association (PTCA)

Certifications

  • Certified ScrumMaster (CSM)
  • Google Certified Professional Cloud Architect
  • Certified Help Desk Manager (CHDM)
  • Certified Professional Resume Writer (CPRW)
  • Cisco Certified Internetwork Expert (CCIE)
  • LPIC-1: Linux Administrator Certification
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • ITIL Foundation Certificate in IT Service Management
  • Certified Network Security Specialist (CNSS)
  • CompTIA A+ Certification

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