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Skills

  • Operational improvement
  • Cybersecurity awareness and compliance
  • Incident Response Management
  • Communications
  • Process equipment
  • Data recovery and backup solutions
  • Data analysis on software usage
  • Implementation support
  • MS Office
  • Team management

Work Experiences

  • Assisted with the implementation of new training modules.
  • Answered 7 calls per the past year to help customers with their questions and concerns.
  • Conducted preventive maintenance.
  • Collaborated with faculty and students.
  • Achieved a 26% reduction in recurring issues.
  • Addressed user-specific requirements.
  • Analyzed helpdesk metrics.
  • Analyzed and reported network issues in Portland, leading to the identification of connectivity flaws and improving overall uptime by 67%.
  • Achieved results over three years.
  • Created streamlined troubleshooting documentation.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept at collaborating with stakeholders for the successful deployment of program, ensuring minimal disruption and increasing satisfaction by 57%.
  • Achieved 17% uptime.
  • Achieved a 61% reduction in recurring technical issues.
  • Assisted 18 students with seamless software installations, ensuring compliance with university licensing policies and promoting a smooth user experience.
  • Boosted system performance.
  • Customized SAP configurations.
  • Created user-oriented documentation.
  • Achieved a 60% resolution rate across Salesforce.
  • Championed secure file-sharing practices by introducing encryption solutions, cutting unauthorized data access by 38% across the department.

Accomplishments

  • Mentored student tech support volunteers, equipping them with troubleshooting skills and increasing resolution rates by 52%.
  • Developed a knowledge base for common tech issues encountered by students, reducing repeat tickets by 22%.
  • Documented and resolved procedure which led to metric.
  • Successfully installed and configured end-user devices for 10 students, enhancing the learning environment and minimizing downtime.
  • Migrated student records from procedure to process, reducing data retrieval time by 2%.
  • Trained 2 student interns in advanced troubleshooting techniques, improving overall helpdesk efficiency by 37%.
  • Collaborated with cross-functional teams to ensure seamless rollout of metric, resulting in 5 fewer incidents reported.
  • Led a student tech support team of 2, resolving 13 support tickets monthly with 62% client satisfaction.
  • Implemented proactive IT system monitoring in Portland, identifying and resolving issues before they impacted classroom activities.
  • Designed a client-facing help center webpage for addressing FAQs and troubleshooting guides, which improved first-response resolution by 65%.

Affiliations

  • Microsoft Learn Student Ambassadors
  • Freemason
  • Tech Support Alliance Network
  • Lions Club
  • Junior IT Consultants Group
  • Ivy League Coders Association
  • Association for Computing Machinery
  • Society of Women Engineers (SWE) - Technology Outreach
  • CompTIA IT Fundamentals Certification PMP
  • Toastmasters

Certifications

  • First Aid/CPR Certified
  • Project Management Professional (PMP)
  • CompTIA A+ Technician
  • CompTIA A+ Certification
  • Oracle Cloud Infrastructure Foundations Associate
  • HDI Support Center Analyst
  • Certified ScrumMaster (CSM)
  • Google Cloud Certified - Associate Cloud Engineer
  • Certified Public Accountant
  • Certified Professional Help Desk Technician (CPHDT)

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