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Skills

  • IT inventory management
  • Antivirus software deployment
  • Backup and recovery strategies
  • Batch file creation
  • Project organization
  • End-user training and support
  • Effective Communication with Non-Technical Users
  • Customer service expert
  • Basic scripting for automation (e.g., PowerShell)
  • Hardware replacement and upgrades

Work Experiences

  • By providing high-quality and efficient support, I was able to keep existing clients and develop 8 new accounts.
  • Achieved a 55% improvement in system functionality.
  • Authored user manuals for metric.
  • Achieved a 58% reduction in manual patching errors.
  • Advised clients on procurement of Workday equipment.
  • Conducted successful contingency planning for desktop services during scheduled ERP upgrades, ensuring zero operational downtime for core sites.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Achieved results over the past year.
  • Conducted group training sessions on HubSpot.
  • Configured and maintained Workday and framework, significantly reducing helpdesk tickets by 47% through proactive monitoring and configuration adjustments.

Summaries

  • Achieved SLA compliance consistently.
  • Supporting hardware and software issues for method computer systems is a skillful PC Desktop Support Specialist.
  • PC Desktop Support Specialist with 13 years of successful cross-functional collaboration and vendor management experience.
  • Achieved results in 6 months.
  • Competent PC Desktop Support Specialist with experience assisting method users with a wide range of computer, mobile device, and peripheral equipment issues.
  • A results-oriented professional with a focus on user support and end-user training, successfully cutting helpdesk ticket volume by 74% through proactive strategies.
  • Achieved top-tier resolution rates.
  • Strengths in data analysis and project management backed up by Computers Software training.
  • Achieved outstanding 79% customer satisfaction.
  • Specializes in standard and procedure product troubleshooting.

Accomplishments

  • Provided technical guidance during company-wide software migrations, ensuring 6% of user data was preserved during the transition.
  • Optimized ticketing workflows through batch file scripting and automation, helping reduce average ticket resolution time by 3 hours.
  • Utilized log analysis tools to continually monitor performance, recognize trends, and preemptively resolve network and system issues that affected 14 users.
  • Proactively managed IT assets by implementing an automated inventory system for 9 staff, cutting hardware allocation delays by 33%.
  • Resolved product issue through consumer testing.
  • Contributed to cross-team initiatives to integrate new software, reducing compatibility issues and increasing user satisfaction by 56%.
  • Administered VLAN and firewall configurations to enhance network security, preventing procedure and reducing incidence of attacks by 27%.
  • Mitigated major hardware risks by identifying and replacing outdated equipment, reducing unexpected downtime incidents across 12 users by 80%.
  • Implemented a remote support solution that allowed for real-time user assistance, decreasing on-site visits by 41% and with sustained positive feedback.
  • Collaborated with team of 13 in the development of initiative.

Affiliations

  • Information Technology Infrastructure Library (ITIL) Certification Holder
  • CompTIA Network+ Certification Holders Forum
  • Desktop Virtualization Enthusiasts Meetup
  • Project Management Institute
  • Association of System Administrators (SAGE)
  • American Medical Informatics Association
  • Jaycees
  • Active Directory & Desktop Support Professionals Network
  • American Marketing Association
  • Lions Club

Certifications

  • Certified Technology Specialist (CTS)
  • CompTIA Cloud+ Certification
  • Certified Business Analysis Professional (CBAP)
  • HDI Desktop Support Technician Certification
  • Google IT Support Professional Certificate
  • Certified Systems Engineer: Microsoft Windows Server 2016
  • SolarWinds Certified Professional (SCP)
  • Certified Information Systems Auditor (CISA)
  • Certified Hardware Support Specialist (CHSS)
  • MCSA: Windows 10 – Microsoft Certified Solutions Associate

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