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Skills

  • Remote access setup and support (e.g., VPN, RDP)
  • Project implementation
  • MS Office
  • Linking expertise
  • Team management
  • Monitor and peripheral setup optimization
  • First Aid/CPR
  • Relationship development
  • IT asset tracking using Jira
  • Communications

Work Experiences

  • Championed green IT solutions.
  • Conducted routine maintenance on employee workstations.
  • Created detailed documentation for troubleshooting desktop support issues.
  • Created detailed documentation for troubleshooting common desktop support issues, resulting in a 70% decrease in repetitive IT help requests.
  • Achieved a 74% increase in first-call resolution rates.
  • Completed the project 16 weeks ahead of deadline.
  • Had an excellent attendance record and was always on time for work.
  • Operated high-volume copiers, large and small laminators, and binding and finishing machines to finish 4 projects per week.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Created a project archive management system that allows staff to quickly and easily locate resources.

Summaries

  • Deployed Asana across 10 workstations.
  • Adhered to company IT policies.
  • Decreased troubleshooting time by 20%.
  • Senior Desktop Support Specialist with 7 years of successful project management and process improvement experience.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 64% reduction in system crashes.
  • Collaborative standard expert proudly demonstrating unrivaled abilities in performing data analysis and quality assurance.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Addressed repetitive issues.

Accomplishments

  • Reduced helpdesk incidents related to desktop peripherals by 81% through proactive troubleshooting guides and end-user communication initiatives.
  • Optimized desktop performance by regularly performing system health checks, which reduced preventable failures by 28%.
  • Supported the deployment of enterprise-wide software upgrades with zero disruption to end-user productivity.
  • Repaired critical desktop issues for customer success team that helped avoid project delays in several high-priority initiatives.
  • Collaborated with team of 18 in the development of procedure.
  • Improved networked printer installation success rates by 26% after deploying automated driver installation packages.
  • Reduced incident recovery time by 60% through constant monitoring and implementation of proactive desktop maintenance strategies.
  • Reduced licensed software installation costs by 15 annually through effective vendor negotiation and license management.
  • Liaised with procurement team to order and manage inventory for 11 desktop and laptop systems, facilitating seamless hardware provisioning.
  • Simplified VPN configuration processes for remote users, reducing support requests for remote access issues by 54%.

Affiliations

  • Certified Information Systems Security Professional (CISSP) Study Group – Ongoing discussions centered on enforcing desktop security policies.
  • Global IT Service Management Forum (itSMF) – Engaged in annual conferences presenting desktop automation breakthroughs.
  • Microsoft Certified Professional (MCP) Network – Networking with other certified professionals and sharing updates on Windows and macOS support.
  • Society of Human Resource Management
  • Professional Service Management Association (PSMA) – Involved in community initiatives that increase service desk performance and ticket triaging efficiency.
  • American Medical Informatics Association
  • Google IT Support Professionals Network – Shared insights on automating repetitive desktop support tasks to increase service efficiency by 22%.
  • Toastmasters
  • International Association for Computer Information Systems (IACIS) – Leading member in sessions focused on long-term desktop infrastructure improvements.
  • CompTIA Association of IT Professionals – Participated in panels on program, enhancing knowledge of ServiceNow.

Certifications

  • CompTIA A+ Certification
  • Certified Information Systems Manager (CISM)
  • Certified Microsoft Office Specialist
  • Configuring Windows Devices (Microsoft Exam 70-697)
  • Salesforce
  • CompTIA Network+ Certification
  • HDI Desktop Support Technician (DST)
  • Linux Professional Institute Certification (LPIC-1)
  • VMware Certified Professional – Desktop and Mobility (VCP-DTM)
  • Certified Hardware Asset Management Professional (CHAMP)

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