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Skills

  • Time management
  • IT security best practices
  • Technical documents comprehension
  • Desktop support
  • Backup and recovery strategies
  • TCP/IP
  • Collaboration with cross-functional teams
  • Process improvement
  • Staff education and training
  • Organization

Work Experiences

  • Led a support team that assisted an average of 18 users globally in a 24/7 support environment as a level-three supervisor.
  • Achieved a 77% reduction in user downtime.
  • Achieved a 55% improvement in system functionality.
  • Configured and optimized metric backup solutions ensuring data integrity, while reducing recovery time by 69% during typical disaster scenarios.
  • Assessed workstation configurations for 13 users.
  • Achieved a 67% increase in team productivity post-implementation.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 8 new accounts.
  • Avoided potential legal penalties.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Allowed quicker access to user issues.

Summaries

  • Adept at training and mentoring junior technicians.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Microsoft Excel expert and Workday user.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Excellent strategic planning and data analysis knowledge.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Excellent PC Desktop Support Specialist with 3 years of experience providing exceptional support to users at all levels.
  • Collaborated with metric teams.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Dedicated to learning, growing, and succeeding in Computers Software.

Accomplishments

  • Created network drives and printer mappings used by compliance, increasing accessibility and reducing helpdesk tickets in Computers Software by 48%.
  • Resolved product issue through consumer testing.
  • Reduced desktop imaging time from 3 hours to 15 minutes using automated deployment processes, enabling swift onboarding for new hires.
  • Mediated between end-users and IT management to address persistent technical problems, reducing departmental support time by 34%.
  • Delivered comprehensive, hands-on technical support training for 16 new IT staff, ensuring improvement in case resolution efficiency by 38%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Authored clear, step-by-step technical documentation for resolving common desktop support requests, reducing ticket escalation by 78%.
  • Configured and administered DNS, DHCP, and IP settings on client machines, achieving a 51% improvement in first-call resolution time.
  • Reduced helpdesk ticket load by 79% after implementing a self-service IT knowledge base, allowing users to resolve common issues independently.
  • Mitigated major hardware risks by identifying and replacing outdated equipment, reducing unexpected downtime incidents across 12 users by 80%.

Affiliations

  • Help Desk Institute (HDI) Member
  • Desktop Virtualization Enthusiasts Meetup
  • Toastmasters
  • Cloud-Based Systems Administrators Network
  • Network and Desktop Support Professionals LinkedIn Group
  • International Council of Nurses
  • Issuer-Based Systems Management Professionals Association
  • VMware IT Solutions Platform Advisory Circle
  • Association for Computing Machinery (ACM)
  • Desktop Engineering and Support Solutions Association

Certifications

  • VMware Certified Technical Associate (VCTA)
  • Linux Professional Institute Certification (LPIC-1)
  • CompTIA Security+
  • CompTIA Network+ Certification
  • HDI Support Center Analyst Certification
  • Certified Business Analysis Professional (CBAP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant (CPA)
  • Certified Technology Specialist (CTS)
  • ITIL Foundation Certification

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