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Skills

  • Help Desk Workflow Automation
  • Customer service
  • First Aid/CPR
  • Patch management
  • Application support
  • Organization
  • Communications
  • Customer Satisfaction KPIs
  • Incident Management
  • Help Desk Ticket Volume Management

Work Experiences

  • Analyzed and reported customer service satisfaction surveys, making strategic adjustments to help desk protocols, and achieving President's Club for team improvement.
  • Coordinated with third-party vendors.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Used risk assessment and stakeholder engagement to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Collaborated with key stakeholders.
  • Automated routine software updates.
  • Automated routine help desk workflows.
  • Authored technical guides and troubleshooting manuals for Jira, enhancing cross-functional team productivity and reducing errors by 72% %.
  • Achieved Employee of the Year for team improvement.
  • Led a support team that assisted an average of 17 users globally in a 24/7 support environment as a level-three supervisor.

Summaries

  • Specializes in process and system product troubleshooting.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Excellent team leadership and stakeholder engagement knowledge.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Achieved high customer satisfaction scores.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Senior Help Desk Analyst with a 8-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Subject matter expert on Microsoft Excel with exceptional skills and knowledge in team leadership.
  • Addressed 14 user end points.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.

Accomplishments

  • Chaired daily system health checkpoint meetings, reducing system outages and enhancing system uptime to exceed process% availability targets.
  • Successfully managed workload prioritization for a team handling 3 service tickets weekly, improving employee work/life balance and SLA compliance.
  • Spearheaded efforts to upgrade user support documentation, resulting in a 47% decrease in helpdesk response times for common inquiries.
  • Quickly responded to and resolved 17 high-priority incidents during a system-wide failure, recovering critical functions within two years minutes.
  • Developed and delivered technical training sessions for employees on Workday, resulting in a 44% reduction in basic support tickets.
  • Co-led vendor management and procurement initiatives that renewed hardware maintenance contracts, saving the company $11 annually.
  • Defined and tracked key performance indicators (KPIs) for the IT helpdesk, increasing SLA compliance from 60% to 40% in one year.
  • Took initiative in reviewing and improving the accuracy of service manuals, reducing misconfigurations and technical delays by 53%.
  • Mentored junior helpdesk analysts, enhancing team performance and achieving a 57% improvement in Tier-1 ticket resolution rate.
  • Identified repeating technical issues across offices and implemented a root cause analysis process, reducing ticket escalations by 21%.

Affiliations

  • Attendee, Six Sigma Testing Workshop for Tech Professionals
  • Member of Strategic Technology Forum Participation
  • Enrolled in Uptime Institute Accredited Training for Efficiency Improvement
  • National Association of Social Workers
  • Certified Help Desk Analyst Training Program at Cedar Works
  • Attendee at the 2021 IT Service Management Conference (ITSMC)
  • Active Participant in IT Service Management Forum (itSMF)
  • Toastmasters
  • Freemason
  • Society of Women Engineers

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Apple Certified Associate (ACA)
  • CompTIA A+ Certification
  • Certified Cloud Security Professional (CCSP)
  • Cisco Certified Network Associate (CCNA)
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA A+ Technician
  • Certified Desktop Support Technician (CDST)
  • Microsoft Certified: Windows 10 (MD-100, MD-101)
  • Certified Information Systems Auditor (CISA)

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