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Skills

Application support
First-Contact Resolution Improvement
Problem resolution
Customer Satisfaction Assessment
Customer service
Technical Documentation Authoring
Hardware/Software Procurement
Data entry
Mac systems
Organization

Work Experiences

Achieved reduction over several months.
Configured and supported VPNs, remote desktop connections, and enterprise security standards, ensuring 99.9% system uptime during 2018.
Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
Authored technical guides for HubSpot.
Achieved 21% reduction in wait times for users.
Analyzed and reported customer service satisfaction surveys, making strategic adjustments to help desk protocols, and achieving President's Club for team improvement.
Achieved results within three years.
Achieved a 68% reduction in response time.
Cut maintenance time by 51%.
Automated routine help desk workflows, reducing manual input errors and increasing daily ticket resolution volume by 57% %.

Summaries

Adept at multi-site help desk support, leading to a 42% increase in first-contact resolution rates across 5 locations and driving consistency in service delivery.
Adept at leading help desk teams of up to 15 technicians, delivering a 66% % improvement in first-contact resolution rates while maintaining system uptime of 99.9%.
When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
Enhances system performance by analyzing and correcting various hardware and software issues.
Subject matter expert on Microsoft Excel with exceptional skills and knowledge in team leadership.
Achieved high customer satisfaction scores.
Accomplished at deploying enterprise software migrations and rolling out new technologies, reducing response time by 75% and significantly raising overall system performance.
Addressed 14 user end points.
Addressed recurring issues effectively.
Within Computers Software, senior Senior Help Desk Analyst and outstanding performer in team leadership and client relations.

Accomplishments

Worked alongside professional services to develop self-service troubleshooting guides, decreasing incoming ticket volume by 74%.
Diagnosed and resolved network issues across 10 locations leading to a 42% reduction in connectivity-related downtime.
Used Microsoft Excel to develop inventory tracking spreadsheets.
Spearheaded the roll-out of OS updates across 9 devices, improving end-user efficiency and cutting support requests related to outdated software by 18%.
Implemented software-agnostic training for staff, resulting in 29% faster adoption of new systems like Jira.
Revamped the company’s ticket management system, reducing ticket backlog by 17% and improving coverage for after-hours support.
Co-led vendor management and procurement initiatives that renewed hardware maintenance contracts, saving the company $11 annually.
Performed advanced troubleshooting techniques leading to the resolution of 4 major incidents within stipulated SLAs during critical 2017 operations.
Produced monthly incident reports using Tableau that drove strategic improvements in service delivery, cutting average resolution time by 17%.
Reduced average response time by 40% for high-priority tickets by implementing automated ticket routing and prioritization rules in Salesforce.

Affiliations

American Society of Safety Professionals
CompTIA A+ Professional Association
Lions Club
Rotary International
Technology Leadership Council Participant for Workday
Association for Supply Chain Management (APICS)
Society of Human Resource Management
Association of Computing Machinery (ACM) Professional Membership
Attained Skills in First-Contact Resolution from Support Operations Academy
Help Desk Institute (HDI) - Member since 2024

Certifications

CompTIA Security+
SHRM Certified Professional (SHRM-CP)
Certified Ethical Hacker (CEH)
Certified Business Analysis Professional (CBAP)
HDI Support Center Analyst
Axelos ITIL 4 Foundation
Certified Technology Specialist (CTS)
First Aid/CPR Certified
Certified in Risk and Information Systems Control (CRISC)
CompTIA Security+ Certification

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