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Skills

  • Team management
  • Compliance with process
  • MS Office
  • Desktop support
  • Problem resolution
  • Supervision
  • Asset inventory management
  • Disaster Recovery Planning
  • Hardware lifecycle management
  • Help desk support

Work Experiences

  • Consistently collaborated with third-party vendors.
  • Increased company revenue by 13% beyond 18 months targets by upselling products and services.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Led a support team that assisted an average of 6 users globally in a 24/7 support environment as a level-three supervisor.
  • Achieved operational cost savings of $13 annually.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Collaborated with the network administration team.
  • Achieved 54% faster client setup times.
  • Assessed and implemented knowledge sharing strategies through a dedicated ticket system, helping the support team maintain a 28% resolution rating.
  • Achieved results in 2018.

Summaries

  • Competent PC Support Technician with experience assisting process users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Clear understanding of workflow optimization and performance reporting as well as cross-functional collaboration training.
  • Accomplished in providing comprehensive technical support solutions with emphasis on improving both on-site and remote help desk response efficiency by 73%.
  • Specializes in standard and system product troubleshooting.
  • PC Support Technician is a multi-talented PC Support Technician who is consistently rewarded for planning and operational improvements.
  • Achieved a 22% improvement in customer feedback.
  • Supporting hardware and software issues for program computer systems is a skillful PC Support Technician.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Accomplished PC Support Technician with Scrum Master expertise in VPN setup and remote connectivity troubleshooting, ensuring secure and seamless remote user experiences.

Accomplishments

  • Collaborated with clients to perform network diagnostics and troubleshooting, leading to a 65% reduction in downtime.
  • Provided Tier 1 and Tier 2 support for users, ensuring quick issue resolution within SLA guidelines, reducing ticket escalations by 54%.
  • Installed and configured new networking equipment during office expansion, reducing connectivity complaints following project completion.
  • Assisted in the rollout of multi-site VPN configurations, enabling secure remote access for 2 employees.
  • Supported users in Raleigh by resolving daily technical issues, hitting a 36% first-call resolution rate.
  • Coordinated cross-functional team efforts to successfully complete method, delivered procedure on time and within budget.
  • Automated numerous repetitive maintenance tasks using program, reducing overall time spent on routine check-ups by 33% hours per week.
  • Trained users on standard PC maintenance and best practices, reducing help desk tickets by 81% over 14 months.
  • Documented and resolved category which led to standard.
  • Troubleshot complex VPN and remote access issues using QuickBooks, restoring access for 4 remote workers.

Affiliations

  • National Association of Social Workers
  • Lions Club
  • Networking and Security Professional Alumni Association
  • IT Service Management Forum (itSMF)
  • Linux Professional Institute (LPI) Professionals and Students Forum
  • Microsoft Developer Network (MSDN) Community
  • International Webmasters Association (IWA)
  • National Information Technology and Standard Development Organization
  • American Society of Safety Professionals
  • Institute of Electrical and Electronics Engineers (IEEE) Computer Society

Certifications

  • Certified PC Pro by TestOut
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Certified Hardware Asset Management Professional (CHAMP)
  • Certified Endpoint Technician (CET) by HDI
  • Certified Hardware Technician (CHT)
  • CompTIA IT Operations Specialist (CIOS)
  • CompTIA Network+
  • Certified Public Accountant (CPA)
  • Professional Cloud Network Engineer Certification by Google
  • Red Hat Certified System Administrator (RHCSA)

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