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Skills

  • Remote access setup and support (e.g., VPN, RDP)
  • Ability to reduce support backlogs
  • IT asset tracking using Jira
  • Organization
  • Project implementation
  • Incident recovery time reduction
  • Performance metrics and reporting
  • Data recovery methods and tools
  • Automated Troubleshooting Script Development
  • Color separation

Work Experiences

  • Collaborated with cross-functional teams to optimize the rollout of Salesforce, ensuring adherence to company standards and policies.
  • Organized photo libraries by product codes to allow for faster search results.
  • Completed the project 16 weeks ahead of deadline.
  • Achieved resolution within SLA 81% of the time.
  • Created detailed documentation for troubleshooting common desktop support issues, resulting in a 70% decrease in repetitive IT help requests.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Achieved Outstanding Service Award for leading continuous improvement initiatives to reduce desktop-related service tickets by 79%.
  • Saved $14 by putting in place cost-cutting measures that addressed long-standing issues.
  • Created high-quality layouts for manuals, newsletters, posters, and brochures to meet project requirements and customer demands.
  • Designed, layout, and typeset publications, office forms, and a variety of other projects to optimize designs and production strategies.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved 69% first-call resolution rate.
  • Achieved a 25% reduction in troubleshooting time.
  • Adept at troubleshooting desktop hardware and software issues.
  • Collaborative Senior Desktop Support Specialist known for contributing to cross-functional IT projects that enhanced system deployment and software rollouts company-wide.
  • Achieved reduction over 15 months.
  • Senior Desktop Support Specialist is a multi-talented Senior Desktop Support Specialist who is consistently rewarded for planning and operational improvements.
  • Adept at upgrading software solutions.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved 18% improvement in desktop system reliability through preventive maintenance and regular software updates for 16 workstations.

Accomplishments

  • Developed a Desktop Hardware Lifecycle Management policy, which extended the equipment refresh cycle by 14 years and saved 9 annually.
  • Contributed to IT Helpdesk Knowledge Base, improving ticket resolution times by 70% and boosting team knowledge retention.
  • Optimized desktop performance by regularly performing system health checks, which reduced preventable failures by 28%.
  • Reduced licensed software installation costs by 15 annually through effective vendor negotiation and license management.
  • Reduced helpdesk incidents related to desktop peripherals by 81% through proactive troubleshooting guides and end-user communication initiatives.
  • Supported the deployment of enterprise-wide software upgrades with zero disruption to end-user productivity.
  • Led the successful rollout of new desktop operating systems to over 17 devices across system, meeting all performance and security benchmarks.
  • Liaised with procurement team to order and manage inventory for 11 desktop and laptop systems, facilitating seamless hardware provisioning.
  • Monitored and managed endpoint protection software, ensuring compliance and reducing malware incidents on desktops by 85%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Society of Human Resource Management
  • CompTIA Tech Career Academy – Volunteered as a mentor for graduates entering the IT support field in 2016.
  • Association of Information Technology Professionals
  • Society of Women Engineers
  • Rotary International
  • IEEE Technology Engineering Management Society – Contributing to thought leadership on overseeing large desktop deployment projects.
  • National Association of Social Workers
  • International Association for Computer Information Systems (IACIS) – Leading member in sessions focused on long-term desktop infrastructure improvements.
  • Jaycees
  • Information Technology Infrastructure Library (ITIL) Forum – Applied ITIL practices to streamline service management and improve SLA compliance by 53%.

Certifications

  • First Aid/CPR Certified
  • Citrix Certified Associate – Virtualization (CCA-V)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Public Accountant
  • Apple Certified Support Professional (ACSP)
  • Microsoft Certified: Azure Fundamentals
  • Certified Microsoft Office Specialist
  • CompTIA Network+ Certification
  • Certified Software Asset Manager (CSAM)
  • Cisco Certified Network Associate (CCNA)

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