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Skills

  • MS Office
  • Regulatory compliance
  • Project organization
  • Team building
  • Asset and inventory management
  • Project management
  • Customer satisfaction improvement
  • Desktop imaging and deployment
  • Network configuration and troubleshooting
  • Team management

Work Experiences

  • Advanced desktop security policies.
  • Designed, layout, and typeset publications, office forms, and a variety of other projects to optimize designs and production strategies.
  • Championed cybersecurity efforts.
  • Achieved results within one year.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Collaborated with the compliance team to maintain industry-standard certifications on all deployed desktop systems.
  • Automated software distribution across 11 desktops.
  • Addressed common hardware issues.
  • Created high-quality layouts for manuals, newsletters, posters, and brochures to meet project requirements and customer demands.
  • Conducted training during 2022.

Summaries

  • QuickBooks and HubSpot expertise.
  • Senior Desktop Support Engineer with 3 years of successful stakeholder engagement and project management experience.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved results within 2023.
  • Advanced knowledge of system troubleshooting.
  • Clear understanding of vendor management and project management as well as data analysis training.
  • Created a highly effective support team.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Certified in CPA, bringing advanced knowledge of system troubleshooting and desktop infrastructure improvements.
  • Cut desktop support costs by $4.

Accomplishments

  • Oversaw deployment of software updates and patches for a network of 7 machines, maintaining a compliance rate of 51% within the first 48 hours.
  • Collaborated with team of 14 in the development of method.
  • Reviewed and improved software deployment processes, reducing time for full software installations by 65%.
  • Provided critical support for end-user desktop configurations during a large-scale office relocation, ensuring 2% uptime across all workstations.
  • Designed and implemented automated patch management solutions, reducing risk exposure and improving compliance by 48%.
  • Successfully completed a hardware refresh for 9 employees across Austin, enhancing performance and reducing device failure rates.
  • Trained and mentored junior staff on desktop troubleshooting techniques, reducing escalation to Tier 2 support by 50%.
  • Reduced desktop repairs by 46% by establishing preventative maintenance routines for high-usage machines.
  • Collaborated with procurement to manage the acquisition, configuration, and deployment of 10 desktops, operating within a $16 budget.
  • Collaborated with network and security teams to ensure encrypted communications on all desktop machines, increasing overall security score by 15%.

Affiliations

  • Association for Computing Machinery
  • Help Desk Institute (HDI)
  • Microsoft Certified Professionals (MCP) Community
  • Association of Support Professionals (ASP)
  • Information Systems Audit and Control Association (ISACA)
  • Google IT Support Professionals Group
  • IT Service Management Forum (itSMF)
  • Rotary International
  • Association of Information Technology Professionals (AITP)
  • Networking Professionals Group (NPG) - Online Community Participation

Certifications

  • Certified in Risk and Information Systems Control (CRISC)
  • Apple Certified Associate (ACA)
  • CompTIA Network+
  • Microsoft Certified: Modern Desktop Administrator Associate
  • First Aid/CPR Certified
  • Certified Public Accountant (CPA)
  • Salesforce
  • Microsoft Certified: Azure Administrator Associate
  • CompTIA Security+ Certification
  • HDI Support Center Analyst

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