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Skills

  • CCTV
  • Critical thinking and decision-making
  • User account management
  • Root cause analysis
  • Invoice generation
  • Customer support needs assessment
  • Troubleshooting proficiency
  • Communications
  • Technical troubleshooting
  • Process improvement

Work Experiences

  • Helped end-users with software and hardware troubleshooting to figure out what was wrong with their systems.
  • Achieved data restoration without loss.
  • Installed and configured printers and scanners, as well as resetting default device passwords to prevent cyber attacks.
  • Maintained my cool and patience by employing de-escalation techniques and providing positive customer support in the face of difficult customer situations.
  • Acted as a single point of contact for customers, following through on technical requests from initiation to resolution.
  • Used initiative and process techniques to perform routine server and system maintenance, ensuring that networks remained fully operational during peak periods.
  • Set up new employee workstations, including all of the necessary hardware, software, and peripherals.
  • Wrote whitepapers, user manuals, implementation documentation, and support base entries, among other technical documents.
  • Acted as a single point of contact for customers.
  • Achieved Top Performer for operational excellence in 2023.

Summaries

  • Computers Software student seeking hands-on experience through an internship in workflow optimization.
  • ServiceNow and Power BI are two of my strongest skills.
  • Knowledgeable L1 Technical Support Engineer with expertise in marketing and program development.
  • Looking forward to taking on a new challenge with a successful team.
  • Student pursuing a Computers Software degree who is eager to contribute developed knowledge in the role of L1 Technical Support Engineer.
  • Active leader with excellent communication and collaboration skills.
  • Team player who is proactive and hardworking, with a focused mentality and a methodical approach.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • L1 Technical Support Engineer with superior understanding and knowledge of Jira and HubSpot in a Workday environment.
  • Experienced creator of user materials in a variety of formats.

Accomplishments

  • Reduced average resolution time by 26% by creating a standardized troubleshooting guide for the L1 support team.
  • Monitored and maintained Adobe Creative Suite uptime and performance across 3 systems, achieving 77% system availability.
  • Contributed to maintaining Tableau service-level achievements by resolving 40% of tickets within standard hours for 2016.
  • Reduced system downtime by 47% through proactive monitoring and incident reporting for major outages.
  • Handled over 16 customer queries weekly, while maintaining customer satisfaction levels above 85%.
  • Enhanced team collaboration with cross-functional departments, reducing average ticket escalation rates by 79%.
  • Assisted in client onboarding, setting up hardware and software solutions for 7 new clients in under procedure hours.
  • Provided L1 triage and troubleshooting for Workday systems, escalating 47% of unresolved cases to appropriate specialist teams.
  • Escalated unresolved technical issues to L2 support and resolved 72% of all incoming tickets within system hours, ensuring minimal disruption to client operations.
  • Upgraded legacy systems for 16 clients, contributing to a 26% increase in monthly system availability.

Affiliations

  • Active Member, Association of Support Professionals 2018-Present
  • Volunteer, Local Community Tech Support Initiatives Portland, 2017-Present
  • Member, Cloud Communications Alliance 2017-Present
  • Member, International Technical Support Organization 2016-Present
  • Certified Professional, Google Cloud Certified Collaboration Engineer 2016
  • Certified Member, Certified Information Systems Security Professional (CISSP), 2015
  • Member, Information Systems Audit and Control Association (ISACA) 2015 - Present
  • Affiliate, IT Service Management Forum (itSMF) 2016-Present
  • Attendee, ITIL Service Operation Certificate, 2023
  • Affiliate, IEEE Computer Society 2022-Present

Certifications

  • Cisco Certified Network Associate (CCNA)
  • CompTIA A+ Technician
  • Certified Technology Specialist (CTS)
  • Zendesk Specialist Certification
  • Certified Information Security Manager (CISM)
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Network+
  • Apple Certified Associate - Mac Integration Basics
  • Certified Public Accountant (CPA)
  • ISTQB Certified Tester – Foundation Level

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