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Skills

  • Organization
  • Desktop Infrastructure Management
  • Budgets
  • Customer Satisfaction Enhancement
  • Disaster Recovery Planning
  • Communications
  • Cloud migration management
  • Automation of system backups
  • Operational improvement
  • Backup Restore Operations

Work Experiences

  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Administered Active Directory user/group management.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Achieved 72% increase in satisfaction over a 2017 period.
  • Achieved zero data loss.
  • Audited workstation installations.
  • Achieved cost savings of $17.
  • Achieved a 52% decrease in system incompatibilities.
  • Achieved faster resolution of tier-2 support issues.

Summaries

  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Strengths in workflow optimization and performance reporting backed up by Computers Software training.
  • Excellent vendor management and team leadership knowledge.
  • Costs were consistently reduced while profits were increased.
  • Achieved zero data loss during migration.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Automated processes to reduce workload by 72%.
  • Applied across 10 workstations.
  • Achieved a 32% faster issue resolution.

Accomplishments

  • Implemented desktop patching infrastructure that updated 18 devices per week, improving security compliance by 38%.
  • Resolved product issue through consumer testing.
  • Introduced a root cause analysis protocol across the support team, reducing the occurrence of recurring issues by 45%.
  • 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%.
  • Provided network troubleshooting and support for multifactor authentication errors, reducing lockout issues and increasing overall access success by 62%.
  • Achieved a 34% customer satisfaction improvement rate over 2024 by initiating a feedback loop and making iterative support process enhancements.
  • Delivered specialized troubleshooting for ServiceNow, resulting in a successful resolution for 72% of escalated cases.
  • Performed system-wide upgrades on method across 14 workstations, ensuring minimal downtime and system integrity.
  • Developed and maintained log monitoring systems, allowing proactive issue identification and decreasing critical system incident costs by 52%.

Affiliations

  • Service Desk Institute (SDI) Member
  • Participation in Local High-Tech Meetup Groups and Events
  • American Society of Safety Professionals
  • Project Management Institute (PMI)
  • Information Technology Infrastructure Library (ITIL) - Member
  • Cisco Certified Network Associate (CCNA) Member
  • Global Information Assurance Certification (GIAC) Holder
  • Jaycees
  • Association of Information Technology Professionals
  • Association of Support Professionals (ASP)

Certifications

  • Certified Public Accountant (CPA)
  • HDI Desktop Support Technician (HDI-DST)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Public Accountant
  • VMware Certified Professional – Desktop and Mobility (VCP-DTM)
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Azure Fundamentals Certification (AZ-900)
  • Google IT Support Professional Certificate
  • ITIL 4 Foundation Certification
  • Certified Problem Analyst (CFPA)

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