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Skills

  • Operational improvement
  • Implementation of automation tools
  • IT Service Management (ITSM)
  • Application support
  • Team management
  • Cross-functional team collaboration
  • Staff education and training
  • Team building
  • Supervision
  • Incident management and resolution

Work Experiences

  • Collaborated with vendors to expedite the resolution of warranty claims and third-party support tickets, saving the company $5 in replacement hardware costs.
  • Achieved a 43% increase in first-call resolution rates.
  • Assisted in disaster recovery preparedness by conducting backup testing and network recovery simulations, helping reduce recovery times by 39%.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Achieved a 25% improvement in response times.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Assisted in disaster recovery preparedness.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.

Summaries

  • Senior Help Desk Technician with a 11-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Adept at supporting multi-site network environments and managing remote troubleshooting procedures, increasing efficiency during transitions to telework by 58%.
  • Built customized workflows.
  • Costs were consistently reduced while profits were increased.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a reduction of 33% in ticket resolution.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • ITIL and ITIL are proudly certified.

Accomplishments

  • Led deployment of Jira across 2 workstations, ensuring minimal downtime and seamless user experience.
  • Played a key role in the rollout of procedure, training 6 staff and resolving adoption challenges within 14 months.
  • Provided remote support for employees during method, maintaining continuous technical operations and reducing support ticket backlog by 15%.
  • Provided direct support during major company events, ensuring all technology systems functioned without disruption, and earning recognition from metric.
  • Collaborated with network administrators to migrate 5 systems to standard, ensuring a smooth transition without critical incidents.
  • Designed and delivered technical workshops that improved end-user software competence by 84% over a two years.
  • Provided Tier-3 support for 16 business-critical applications, reducing average resolution time from process to framework.
  • Resolved 13 escalated service desk tickets per month, improving overall department efficiency by 18%.
  • Managed the installation of critical security patches across 3 systems, mitigating vulnerabilities and ensuring compliance with program standards.
  • Coordinated multi-location hardware and software upgrades, completing projects on schedule and reducing user disruption by 26%.

Affiliations

  • Participant, DevOps Institute Workshops - Focused on bridging operational and developmental silos through user support.
  • Participated in Remote Desktop Support Conference 2020 - Explored advancements in remote issue diagnosis and resolutions.
  • Contributor, Knowledge-Centered Service (KCS) Community - Assisted in building effective knowledge bases to streamline issue resolution.
  • CompTIA Member - Continuously contributed to knowledge-sharing forums and cybersecurity working groups.
  • American Medical Informatics Association
  • Affiliate, Association for Computing Machinery (ACM) - Collaborates on computing trends impacting IT support and end-user solutions.
  • Rotary International
  • Member, Help Desk Institute (HDI) - Attended training sessions on incident management and advanced troubleshooting strategies.
  • Member, Cloud Security Alliance (CSA) - Concentrated on cloud infrastructure threats and data handling in remote environments.
  • Community Member, Google IT Support Professional Certificate - Shared knowledge and best practices on Linux, system administration, and troubleshooting.

Certifications

  • Google Certified Professional Cloud Architect
  • Certified in the Governance of Enterprise IT (CGEIT)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant
  • CompTIA Network+
  • Certified ScrumMaster (CSM)
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Security+
  • HDI Support Center Analyst Certification

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