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Skills

  • Incident Management
  • Customer service
  • Client relations and communication
  • Patch management
  • Relationship development
  • First-Contact Resolution Improvement
  • First Aid/CPR
  • Change Management
  • Project organization
  • TCP/IP

Work Experiences

  • Collaborated with key stakeholders to upgrade desktop environments for over 16 users at Portland, increasing operational efficiency and reducing downtime by 25%.
  • Completed recovery within 6 hours.
  • Configured and supported VPNs.
  • Coordinated with third-party vendors.
  • Achieved reduction over several months.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Contributed to a 45% increase in first-call resolution rates.
  • Configured and supported VPNs, remote desktop connections, and enterprise security standards, ensuring 99.9% system uptime during 2018.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.

Summaries

  • Achieved high customer satisfaction scores.
  • Promotes team leadership and data analysis skills that are dynamic.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Costs were consistently reduced while profits were increased.
  • Senior Help Desk Analyst with a 8-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Achieved a 27% reduction in post-deployment issues.
  • Specializes in process and system product troubleshooting.
  • Supporting hardware and software issues for program computer systems is a skillful Senior Help Desk Analyst.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Effectively troubleshoots and resolves issues on its own.

Accomplishments

  • Revamped the company’s ticket management system, reducing ticket backlog by 17% and improving coverage for after-hours support.
  • Assisted in the implementation of a company-wide backup strategy, ensuring 49% of critical data was protected during system rebuild procedures.
  • Successfully managed workload prioritization for a team handling 3 service tickets weekly, improving employee work/life balance and SLA compliance.
  • Produced monthly incident reports using Tableau that drove strategic improvements in service delivery, cutting average resolution time by 17%.
  • Enhanced the helpdesk ticketing process which led to a 66% increase in first-time ticket resolution for incoming issues.
  • Led a cross-functional team of 8 IT professionals to enhance helpdesk ticketing systems, reducing incident closure times by 75%.
  • Defined and tracked key performance indicators (KPIs) for the IT helpdesk, increasing SLA compliance from 60% to 40% in one year.
  • Developed and executed desktop infrastructure upgrade resulting in a 78% improvement in application load times, benefiting finance.
  • Played a key role in troubleshooting cloud infrastructure issues during peak operations, helping sustain uptime at 25% across framework.
  • Resolved product issue through consumer testing.

Affiliations

  • Association of Information Technology Professionals
  • Collaborated with User Experience Professionals Association (UXPA) for Technology Usability Project
  • Society of Human Resource Management
  • National Association of Social Workers
  • Member of the Institute of Electrical and Electronics Engineers (IEEE)
  • Project Management Institute
  • Rotary International
  • Association for Computing Machinery
  • Network Professional Association (NPA) Certified Member
  • Member of Association for Information Systems (AIS)

Certifications

  • ServSafe
  • Google Certified Professional Cloud Architect
  • CompTIA Network+
  • Certified Technology Specialist (CTS)
  • Microsoft Certified: Windows 10 (MD-100, MD-101)
  • CompTIA A+ Technician
  • CompTIA Network+ Certification
  • Microsoft Certified: Azure Administrator Associate
  • Google IT Support Professional Certificate
  • Certified Information Technology Support Specialist (CITSS)

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