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Skills

  • Improving response times
  • Escalation management
  • Cross-departmental communication
  • Team management
  • MS Office
  • Mac systems
  • Problem resolution
  • Relationship development
  • Backup and recovery solutions
  • Technical issues analysis

Work Experiences

  • Collaborated with sales to resolve hardware failures.
  • Collaborated effectively with engineering teams to identify root causes of recurring software issues, reducing ticket escalation by 36% over the past year.
  • Collaborated with human resources to resolve hardware failures and facilitated the replacement process, minimizing downtime to under one year.
  • Achieved a 42% increase in customer satisfaction scores by resolving technical issues within an average time of one year.
  • Used stakeholder engagement and project management to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Kept track of running systems and entered commands to troubleshoot issues like method and system.
  • Conducted network performance monitoring and maintenance, resolving bottlenecks and improving load times by 47%.
  • Achieved results in 18 months.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Described category solutions to customers to aid in problem resolution.

Summaries

  • Achieved continuous certification in OSHA.
  • Adept at creating thorough documentation of troubleshooting workflows, reducing incident-handling times by 28% for recurring technical issues.
  • Subject matter expert on Workday with exceptional skills and knowledge in data analysis.
  • Achieved results within a several months period.
  • Costs were consistently reduced while profits were increased.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Addressed software compatibility issues.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Level 1 Technical Support Engineer with 12 years of successful data analysis and workflow optimization experience.

Accomplishments

  • Created and maintained detailed incident reports, helping reduce incident recurrence by 38% in the following the past year.
  • Led initiatives for helpdesk automation that cut ticket handling time by 50% over several months.
  • Collaborated with product developers to improve the user experience, resulting in a 61% drop in customer complaints.
  • Collaborated with engineering teams to troubleshoot and resolve 3 high-priority software issues, reducing escalations by 68% over several months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved 20% service level compliance by managing ticket queues and ensuring timely resolution of incidents.
  • Improved overall team performance by standardizing support response templates, increasing consistency and reducing resolution times by 47%.
  • Monitored system performance and proactively addressed anomalies, leading to a 25% reduction in unplanned outages.
  • Trained 10 colleagues on new helpdesk automation tools, enhancing overall system efficiency by 49%.
  • Documented and resolved standard which led to category.

Affiliations

  • Network and Systems Professionals Association (NaSPA)
  • System Administrators Guild (LISA)
  • Toastmasters
  • Information Technology Infrastructure Library (ITIL) User Group
  • Association for Computing Machinery
  • Institute of Electrical and Electronics Engineers (IEEE) Technical Support Group
  • International Association of Administrative Professionals
  • American Society of Safety Professionals
  • CompTIA IT Operations Specialist Certification Alumni Network
  • Customer Service Excellence (CSE) Alumni Network

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • JIRA Service Desk Administrator Certification
  • Zendesk Support Administrator Expert Certification
  • CompTIA A+ Technician
  • Cisco Certified Technician (CCT)
  • Google Certified Professional Cloud Architect
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Security+
  • Certified ScrumMaster (CSM)
  • Certified Ethical Hacker (CEH)

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