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Skills

  • First Aid/CPR
  • Antivirus software deployment
  • Time management
  • Method equipment
  • End-user training and support
  • Application support
  • Collaboration with cross-functional teams
  • Relationship development
  • Batch file creation
  • Network Connectivity Troubleshooting

Work Experiences

  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Achieved a 67% increase in team productivity post-implementation.
  • Achieved a reduction in user downtime by 44%.
  • Kept track of running systems and entered commands to troubleshoot issues like category and process.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Configured and maintained Workday and framework, significantly reducing helpdesk tickets by 47% through proactive monitoring and configuration adjustments.
  • Addressed Salesforce workflow errors.
  • Categorized internal support tickets.
  • Authored user manuals for initiative usage, improving team proficiency and reducing redundant support inquiries by 42%.
  • Allowed quicker access to user issues.

Summaries

  • Achieved results within one year.
  • Achieved results in 6 months.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Achieved outstanding 79% customer satisfaction.
  • PC Desktop Support Specialist with 13 years of successful cross-functional collaboration and vendor management experience.
  • Authored comprehensive desktop support protocols, leading to a 45% reduction in technician errors and ensuring consistent support standards across the team.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Effectively troubleshoots and resolves issues on its own.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Achieved a 65% reduction in technician errors.

Accomplishments

  • Documented and resolved procedure which led to process.
  • Utilized log analysis tools to continually monitor performance, recognize trends, and preemptively resolve network and system issues that affected 14 users.
  • Successfully executed PC imaging and deployment for new employees, ensuring full operational capacity for 17 users by Day 1.
  • Administered VLAN and firewall configurations to enhance network security, preventing procedure and reducing incidence of attacks by 27%.
  • Created network drives and printer mappings used by compliance, increasing accessibility and reducing helpdesk tickets in Computers Software by 48%.
  • Proactively managed IT assets by implementing an automated inventory system for 9 staff, cutting hardware allocation delays by 33%.
  • Trained junior support staff on desktop hardware troubleshooting techniques, reducing their ticket resolution time by 79% over two years.
  • Orchestrated migration of Microsoft Excel across 15 devices, reducing user downtime by 50% and ensuring seamless operation.
  • Implemented a remote support solution that allowed for real-time user assistance, decreasing on-site visits by 41% and with sustained positive feedback.
  • Coordinated with department heads to align desktop setups with specialized use cases, streamlining systems for framework.

Affiliations

  • American Society of Safety Professionals
  • Desktop Engineering and Support Solutions Association
  • CompTIA Network+ Certification Holders Forum
  • Network and Desktop Support Professionals LinkedIn Group
  • IT Systems Monitoring and Optimization Guild
  • Lions Club
  • Cybersecurity Administration Experts Forum
  • American Medical Informatics Association
  • VMware IT Solutions Platform Advisory Circle
  • Association for Computing Machinery (ACM)

Certifications

  • Microsoft Certified: Azure Fundamentals
  • Linux Professional Institute Certification (LPIC-1)
  • Certified Systems Engineer: Microsoft Windows Server 2016
  • Apple Certified Associate (ACA)
  • Certified Technology Specialist (CTS)
  • MCSA: Windows 10 – Microsoft Certified Solutions Associate
  • CompTIA Security+ Certification
  • Certified Ethical Hacker (CEH)
  • CompTIA Security+
  • HDI Support Center Analyst Certification

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