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Skills

  • Asset management and tracking using Tableau
  • Application support
  • Operational improvement
  • Customer service
  • Process improvement
  • Organization
  • Data recovery
  • Staff education and training
  • Standard equipment
  • Budgets

Work Experiences

  • Increased company revenue by 6% beyond three years targets by upselling products and services.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Achieved a 32% reduction in recurring tickets.
  • Centralized management of desktop infrastructure.
  • Achieved a $7 reduction in hardware costs.
  • Wrote detailed documentation on service call resolutions, which provided useful information on personnel performance as well as effective remediation techniques.
  • Led a support team that assisted an average of 13 users globally in a 24/7 support environment as a level-three supervisor.
  • Achieved a 80% improvement in resolution rates.
  • Achieved total cost savings of $15 over 6 months.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.

Summaries

  • Specializes in program and procedure product troubleshooting.
  • Subject matter expert on HubSpot with exceptional skills and knowledge in risk assessment.
  • Achieved increases in service delivery times.
  • Senior Desktop Support Technician is a multi-talented Senior Desktop Support Technician who is consistently rewarded for planning and operational improvements.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Achieved a 17% improvement in user proficiency.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Excels at quickly and reliably identifying hardware or software flaws and resolving them in a timely and cost-effective manner.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.

Accomplishments

  • Coordinated desktop support initiatives during critical organizational events, enabling 54% uptime and minimizing disruption for 12 employees.
  • Led the successful completion of a mass hardware lifecycle deployment involving 11 workstations and saving the company $12 annually.
  • Created and maintained knowledge base articles, resulting in a 31% reduction in repeat ticket submissions and empowering users to self-resolve issues.
  • Provided front-line technical support for a range of Adobe Creative Suite, achieving an average resolution time of 24% minutes per issue.
  • Reduced support ticket resolution time by 28% through the development and implementation of a ticket prioritization system.
  • Led the integration of Asana for remote desktop support across multiple locations, cutting response time to user issues by 72% minutes.
  • Actively contributed to disaster recovery protocols, creating redundancy and ensuring that 68% of critical operations could resume within 6 hours.
  • Optimized desktop environments by performing regular hardware diagnostics, reducing equipment replacement costs by $8.
  • Documented and resolved category which led to process.
  • Provided tier-2 desktop support for over 13 employees, resolving high-impact issues within 12 hours, aligning with IT SLAs.

Affiliations

  • Rotary International
  • Global IT Support and Service Management Association
  • Society of Human Resource Management
  • Society of Women Engineers
  • Information Systems Security Association (ISSA)
  • Association of Information Technology Professionals
  • International Association of Computer Science and Information Technology (IACSIT)
  • VMware User Group (VMUG) Active Member
  • International Association of Privacy Professionals (IAPP)
  • Freemason

Certifications

  • CompTIA Security+
  • Certified Incident Handling Engineer (CIHE)
  • Certified Data Recovery Professional (CDRP)
  • Certified Microsoft Office Specialist (MOS)
  • CompTIA CySA+ (Cybersecurity Analyst)
  • Certified Business Analysis Professional (CBAP)
  • CompTIA IT Operations Specialist (ITOS)
  • Certified Public Accountant
  • Certified End User Computing Specialist (CEUCS)
  • First Aid/CPR Certified

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