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Skills

  • Process automation
  • Time management
  • Regulatory compliance
  • Advanced Troubleshooting Techniques
  • Root cause analysis
  • First-call resolution improvement
  • Help desk performance analytics
  • Communications
  • Multitasking under pressure
  • Continuous service improvement (CSI)

Work Experiences

  • Authored detailed incident reports for review by senior leadership, while offering actionable insights that lifted the team’s ticket closure by 22%.
  • Assessed quality and compliance.
  • Achieved an 82% customer satisfaction rate.
  • Analyzed help desk performance metrics and generated reports used for strategic planning, improving team efficiency by 57%.
  • Analyzed help desk performance metrics.
  • Was in charge of a fast-paced front desk operation at a busy program facility with up to 13 nightly visitors.
  • Decreased password-related tickets by 29%.
  • Configured Tableau across 15 platforms.
  • Allowed for dynamic adjustments.
  • Achieved a 83% improvement in service desk operations.

Summaries

  • Adaptable service desk professional known for managing high-pressure support environments. Delivered incident management that reduced interruption durations by well over 31%.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Individual with a charming and poised demeanor who performs various tasks, including process improvement and workflow optimization.
  • Mathematical prowess and the ability to manage all front-office operations.
  • Providing personalized guest service, including managing VIP requests, is second nature to me.
  • Accomplished in mentoring entry-level IT professionals in advanced troubleshooting techniques and SLA management, ensuring sustainable service desk improvements.
  • Customer engagement, quality assurance and stakeholder engagement skills are well-known.
  • Strengths in project management and client relations backed up by Computers Software training.
  • Achieved faster issue resolution.
  • Senior Service Desk Analyst is a multi-talented Senior Service Desk Analyst who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Led the integration of a new ticketing platform, reducing ticket resolution time by 66% within 12 months.
  • Successfully hosted regular root cause analysis meetings that reduced primary incident types by 29% within a the past year.
  • Played a key role in enabling a seamless transition to remote work for 2 users, ensuring 99% uptime during the migration results.
  • Resolved product issue through consumer testing.
  • Provided in-depth technical assistance on Workday systems and applications, boosting customer satisfaction by 28%.
  • Created a comprehensive series of end-user guides, reducing the number of external support calls by 22%.
  • Collaborated with cross-functional teams to assess and respond to potential vulnerabilities, reducing downtime during recovery efforts.
  • Participated in the development of IT security policies closely aligned with ITIL best practices, which protected critical infrastructure during a system event.
  • Enhanced system monitoring tools for HubSpot, resulting in a 44% improvement in uptime.
  • Collaborated with cybersecurity teams to prevent and mitigate program threats, protecting 3 devices across process.

Affiliations

  • Project Management Institute
  • American Medical Informatics Association
  • Associate of Incident Management Institute (AIMI)
  • TechSoup IT Management Community
  • Computer Technology Industry Association (CompTIA) - IT Service Reliability Council
  • Toastmasters
  • Certified Member, Certified Information Security Manager (CISM)
  • Jaycees
  • Society of Women Engineers
  • International Association of Administrative Professionals

Certifications

  • Certified Public Accountant
  • Certified Agile Service Manager (CASM)
  • Certified Information Technology Manager (CITM)
  • Certified Business Analysis Professional (CBAP)
  • CompTIA A+ Technician
  • Cisco Certified Internetwork Expert (CCIE)
  • Fortinet NSE4 Network Security Expert
  • CompTIA Network+ Certified
  • CompTIA A+ Certified
  • CompTIA Security+ Certified

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