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Skills

  • Software deployment
  • Automation of system backups
  • Staff education and training
  • Operational improvement
  • Patch management
  • Collaboration with security teams
  • Root cause analysis
  • Mac systems
  • Application support
  • Regulatory compliance

Work Experiences

  • Achieved an average 81% resolution rate.
  • Described initiative solutions to customers to aid in problem resolution.
  • Administered Active Directory user/group management, reducing erroneous access permissions by 54% via improved user tracking processes.
  • Achieved 17% faster patching after bug reports.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Achieved a 52% decrease in system incompatibilities.
  • Achieved a 53% SLA adherence rate.
  • Achieved Innovation Award for user satisfaction.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Led a support team that assisted an average of 15 users globally in a 24/7 support environment as a level-three supervisor.

Summaries

  • Administered Active Directory with precision.
  • Automated processes to reduce workload by 72%.
  • Achieved zero service interruptions.
  • Achieved results across 14 locations.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Avoided potential loss of $3.
  • Tableau expert and Asana user.
  • 14 years of experience in tier 2 support.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Accomplished Desktop Support Engineer.

Accomplishments

  • Developed a knowledge base on recurring technical issues, leading to a 37% faster resolution time for common user questions.
  • Achieved Scrum Master, allowing for improved technical capabilities in diagnosing application, network, and hardware-related issues.
  • Performed system-wide upgrades on method across 14 workstations, ensuring minimal downtime and system integrity.
  • Authored technical documentation for complex system restores, enabling non-technical staff to execute simple fixes and lowering dependency on L2 support.
  • Achieved a 34% customer satisfaction improvement rate over 2024 by initiating a feedback loop and making iterative support process enhancements.
  • Collaborated with the cybersecurity team to enforce desktop policies, significantly reducing malware incidents by 50% year over year.
  • Developed and maintained log monitoring systems, allowing proactive issue identification and decreasing critical system incident costs by 52%.
  • Resolved product issue through consumer testing.
  • Documented and resolved method which led to procedure.
  • Piloted a company-wide printer and peripheral management program, standardizing hardware replacements and cutting failure rates by 85%.

Affiliations

  • Certified Customer Service Specialist PMP
  • Society of Women Engineers
  • Lions Club
  • Service Desk Institute (SDI) Member
  • Toastmasters
  • Jaycees
  • Rotary International
  • International Council of Nurses
  • Microsoft Certified Solutions Expert (MCSE) Certification
  • American Society of Safety Professionals

Certifications

  • ServSafe
  • Certified Endpoint Administrator
  • Apple Certified Support Professional (ACSP)
  • Certified Desktop Support Technician (CDST)
  • SHRM Certified Professional (SHRM-CP)
  • First Aid/CPR Certified
  • JAMF Certified Associate
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Cloud+
  • Certified Technology Support Professional (CSTP)

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