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Skills

  • Security systems
  • Computer maintenance
  • Hardware upgrades
  • Administrative support
  • Business operations
  • Operational improvement
  • Team building
  • Problem resolution
  • Hardware Configuration
  • MS Office

Work Experiences

  • Repaired network hardware components such as firewalls, routers, and program devices.
  • Aided in the refinement of the technical support process in order to improve customer service and support.
  • Assisted in software patches and updates.
  • Used initiative and process techniques to perform routine server and system maintenance, ensuring that networks remained fully operational during peak periods.
  • Configured and troubleshot email server settings and protocol compliance issues, ensuring uninterrupted service for 16 users.
  • Achieved data restoration without loss.
  • Kept track of IT supplies inventory by checking levels on a several months basis.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.
  • Acted as a single point of contact for customers, following through on technical requests from initiation to resolution.
  • Used Salesforce, Adobe Creative Suite, and QuickBooks to implement system security and data assurance software.

Summaries

  • Has exceptional workflow optimization and client relations abilities.
  • Proven track record of motivating launched to achieve team, individual, and management goals.
  • L1 Technical Support Engineer is a hardworking and dependable L1 Technical Support Engineer who excels at project management and client relations.
  • L1 Technical Support Engineer with stakeholder engagement and quality assurance abilities.
  • L1 Technical Support Engineer who is dependable and has 15 years of helpdesk experience.
  • Six Sigma certified
  • Expert in method with a strong aptitude for automated and optimized.
  • Results-oriented Computers Software professional with performance reporting, strategic planning, and budget management strengths.
  • Data analysis in metric settings and performance reporting in workflow optimization settings.
  • Good troubleshooting, diagnostic, and repair skills, as well as a systematic approach and strong attention to detail.

Accomplishments

  • Led root-cause analysis sessions post-system failure, identifying key areas for improvement and reducing repeat incidents by 63%.
  • Resolved system connectivity issues for 18 remote users, improving remote user uptime and productivity.
  • Assisted in client onboarding, setting up hardware and software solutions for 7 new clients in under procedure hours.
  • Facilitated ticket escalation procedures to L2 and L3 support teams, achieving an 43% closure rate with minimal customer wait time.
  • Troubleshooted and resolved 3 hardware and software issues per month, reducing company-wide downtime by 62%.
  • Developed a customer-facing troubleshooting FAQ, reducing incoming support tickets by 58% and increasing self-service resolution rates.
  • Developed and implemented a technical training module for new L1 support hires, reducing onboarding time by 75%.
  • Reduced average resolution time by 26% by creating a standardized troubleshooting guide for the L1 support team.
  • Achieved Scrum Master in Salesforce during tenure, enhancing technical expertise and contributing to 12 successful system rollouts.
  • Reduced system downtime by 47% through proactive monitoring and incident reporting for major outages.

Affiliations

  • Certified Member, Apple Certified Support Professional 2017
  • Member, International Association of Microsoft Certified Trainers (IAMCT) 2022
  • Volunteer, Local Community Tech Support Initiatives Portland, 2017-Present
  • Active Member, Association of Support Professionals 2018-Present
  • Active Participant, Zendesk Community Forum 2022-Present
  • Certified, Red Hat Certified System Administrator (RHCSA) 2017
  • Enrolled, Support Center Analyst Certification Program 2024
  • Member, Network Computing Professionals Association (NCPA) 2019-Present
  • Certified Professional, Cisco Certified Network Associate (CCNA), 2018
  • Certified Member, CompTIA A+ 2017-Present

Certifications

  • First Aid/CPR
  • ServSafe
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Network Associate (CCNA)
  • Certified Technology Specialist (CTS)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google Cloud Certified - Associate Cloud Engineer
  • Project Management Professional (PMP)
  • Salesforce
  • Certified Information Security Manager (CISM)

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