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Skills

  • Asset Inventory Control
  • Process improvement
  • Customer service improvement
  • Remote troubleshooting
  • Escalation management
  • Data entry
  • Budgets
  • Backup Restore Operations
  • MS Office
  • Data recovery

Work Experiences

  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Increased company revenue by 14% beyond two years targets by upselling products and services.
  • Boosted support team efficiency by 29%.
  • Achieved zero data loss.
  • Collaborated with the cybersecurity team.
  • Worked closely with QuickBooks and Asana users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Achieved an 81% improvement in response times.
  • Achieved zero delays in delivery.
  • Avoided a projected $2 loss.
  • Achieved 72% increase in satisfaction over a 2017 period.

Summaries

  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Effectively troubleshoots and resolves issues on its own.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Strengths in workflow optimization and performance reporting backed up by Computers Software training.
  • Achieved zero data loss during migration.
  • Applied across 10 workstations.
  • Excellent L2 Desktop Support Engineer with 4 years of experience providing exceptional support to users at all levels.
  • Adept at resolving complex technical issues.
  • Within Computers Software, senior L2 Desktop Support Engineer and outstanding performer in process improvement and workflow optimization.
  • OSHA and Scrum Master are proudly certified.

Accomplishments

  • Developed a knowledge base on recurring technical issues, leading to a 37% faster resolution time for common user questions.
  • Provided network troubleshooting and support for multifactor authentication errors, reducing lockout issues and increasing overall access success by 62%.
  • Redesigned the asset tracking system for hardware monitoring, reducing lost hardware instances and saving approximately 16 in annual resource costs.
  • Successfully decreased downtime for computer deployments by 56% through efficient install script management.
  • Achieved Scrum Master, allowing for improved technical capabilities in diagnosing application, network, and hardware-related issues.
  • Delivered specialized troubleshooting for ServiceNow, resulting in a successful resolution for 72% of escalated cases.
  • Collaborated with the cybersecurity team to enforce desktop policies, significantly reducing malware incidents by 50% year over year.
  • Implemented virtualization technologies for test environments, reducing physical hardware allocation needs by 77% and cutting operational expenses.
  • Executed security protocols during high-risk incidents, preserving data integrity and preventing escalations in 9 cases during 2017.
  • Lead the desktop migration from program to procedure for 10 machines, ensuring compatibility, security, and minimal disruption.

Affiliations

  • Systems Administrative Organization (SAO)
  • Volunteering with a Local Cedar Works supporting IT Help Desk
  • Certified Network Defender (CND) by EC-Council Membership
  • Project Management Institute (PMI)
  • National Association of Social Workers
  • Participation in Local High-Tech Meetup Groups and Events
  • American Medical Informatics Association
  • CompTIA A+ Certification
  • Association of Information Technology Professionals
  • International Association of Computer Science and Information Technology

Certifications

  • Microsoft 365 Certified: Fundamentals
  • ITIL 4 Foundation Certification
  • Certified Public Accountant (CPA)
  • Project Management Professional (PMP)
  • CompTIA A+ Technician
  • CompTIA Security+
  • PRINCE2 Foundation (Project in Controlled Environments)
  • Certified Business Analysis Professional (CBAP)
  • Certified Problem Analyst (CFPA)
  • Salesforce

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