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Skills

  • System equipment
  • Organization
  • Desktop infrastructure design
  • Change Management
  • IT support ticketing systems
  • Budgets
  • Project implementation
  • Document editing
  • Malware prevention and mitigation
  • Project organization

Work Experiences

  • Solved program issues, improved operations, and provided excellent customer service.
  • Contributed to Employee of the Year recognition.
  • Answered 3 calls per 6 months to help customers with their questions and concerns.
  • Collaborated with the compliance team to maintain industry-standard certifications on all deployed desktop systems.
  • Advanced desktop security policies, contributing to a 50% reduction in unauthorized software installations across the company.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Closed 13 tickets a month.
  • Addressed common hardware issues.
  • Contributed to a 35% reduction in unauthorized software installations.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.

Summaries

  • Actively championed cybersecurity initiatives.
  • Collaborated closely with cybersecurity teams to implement security measures, reducing ransomware incidents by 17%.
  • Achieved 23% reduction in support calls by proactively training end users on QuickBooks, ensuring a more self-reliant user base.
  • Achieved a 30% decrease in repeated support requests.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Authored comprehensive troubleshooting guides.
  • Achieved a 47% faster turnaround time for new desktop setups.
  • Actively championed cybersecurity initiatives, focusing on desktop security patches and reducing exploit vulnerabilities by 21%.
  • Accomplished Senior Desktop Support Engineer with over 6 years of experience leading teams, reducing ticket resolution times by 28%, and increasing customer satisfaction.
  • Achieved a 85% decline in repeated low-level service requests.

Accomplishments

  • Directed the rollout of new antivirus software across 11 workstations, resulting in zero malware incidents post-installation.
  • Resolved desktop performance issues for 14 end-users by implementing Jira monitoring tools, eliminating category from recurring.
  • Implemented new remote IT support tools to increase service desk efficiency, bringing remote ticket resolution time down by 23%.
  • Documented and resolved standard which led to system.
  • Received OSHA which enhanced technical capabilities in handling desktop virtualization and cloud-based desktop solutions.
  • Implemented secure desktop backup solutions that resulted in zero data loss during a major server failure.
  • Successfully completed a hardware refresh for 9 employees across Austin, enhancing performance and reducing device failure rates.
  • Ensured compliance with corporate data backup policies for desktop users, resulting in successful restoration of 14% of lost files during an outage.
  • Led team responsible for upgrading and replacing over 8 desktop systems as part of a company-wide hardware refresh cycle, completed 6 months ahead of schedule.
  • Reduced annual desktop maintenance costs by $6 through vendor negotiations and adoption of high-efficiency systems.

Affiliations

  • Google IT Support Professionals Group
  • Association for Supply Chain Management (APICS)
  • Certified Desktop Support Technician (CDST) Group
  • Certified Information Technology Manager (CITM)
  • Society of Human Resource Management
  • American Medical Informatics Association
  • International Association of Administrative Professionals
  • Professional Desktop Support Engineers International
  • Desktop Virtualization Expert Group (DVEG)
  • Information Systems Audit and Control Association (ISACA)

Certifications

  • Cisco Certified CyberOps Associate
  • CompTIA A+ Certification
  • Microsoft Office Specialist: HubSpot
  • Certified in Risk and Information Systems Control (CRISC)
  • Salesforce
  • Google Certified Professional Cloud Architect
  • CompTIA A+ Technician
  • Cisco Certified Network Associate (CCNA)
  • Certified Public Accountant
  • Certified Ethical Hacker (CEH)

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