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Skills

  • PC DOS
  • Storyboarding
  • Conflict resolution
  • DR-DOS
  • Best practices and methodologies
  • Web Site Design
  • IT Infrastructure
  • Testing and results analysis
  • Cost estimation and budgeting
  • TSO

Work Experiences

  • Interact with users and supervisors.
  • Troubleshoot a wide range of issues, from desktops to servers.
  • Help people with technology problems by troubleshooting and resolving them.
  • I'm a network troubleshooter.
  • Assist with issues relating to Windows, Macintosh, and Linux.
  • Was a Network Support Executive (Team Leader) at the time.
  • Provided technical support to customers by assisting them with both technical and account issues.
  • Provide user support on a daily basis.
  • Set up workstations and provide general IT assistance.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.

Summaries

  • Subject Matter Expert in Power BI with a proven track record as a sharp technologist who can collaborate with others to find solutions.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Skilled at approaching problems in novel ways to come up with novel solutions.
  • Effectively troubleshoots and resolves issues on its own.
  • Strengths in strategic planning and client relations backed up by Computers Software training.
  • For a leading educational software company, I'm well-versed in development and testing.
  • Power BI expert and Adobe Creative Suite user.
  • Subject matter expert on Tableau with exceptional skills and knowledge in budget management.
  • Fast worker who can solve problems quickly and provides excellent customer service.
  • Professional with 6 years of experience looking for a new role with room for growth and advancement.

Accomplishments

  • Coordinated with developers to enhance the user interface of internal tools, improving troubleshooting speed for support agents by 55%.
  • Successfully upgraded Workday across 11 customer sites without any reported issues, ensuring compliance with security standards.
  • Led a team of 10 support engineers to implement an automated ticketing system, improving SLA adherence by 80%.
  • Provided Tier 2 and Tier 3 support for critical system issues, successfully resolving 62% of escalated incidents within three years.
  • Network Security: Updated network systems to support confidential company operations and eliminate hacking.
  • Procedure Increased company productivity by 6% through client product over shipment prevention by implementing bar-coding and RF equipment for system software administration.
  • Installation: Installed appropriate security patches to dissolve security vulnerabilities.
  • Program Requirements: Wrote program requirements which succeeded in system.
  • Analysis and Development: Resolved core issues through the redesign of the broker data model, data house-holding processes and daily round-trip database synchronization. Set new standards for virtually 100% code coverage, while piloting Oracle Designer.
  • Led the customer migration to the new SAP platform, resulting in 51% adoption without service interruption.

Affiliations

  • International Association of Administrative Professionals
  • American Marketing Association
  • Active engagement with the Wi-Fi Alliance, ensuring strong wireless network solutions for customer environments.
  • Involved with the International Association for Computer Maintenance and Support (ACMS), streamlining device troubleshooting techniques.
  • Jaycees
  • Active participant in the Help Desk Institute (HDI) for ongoing professional development in IT support.
  • International Council of Nurses
  • Associate membership with the International Federation for Information Processing (IFIP), helping to shape responsible technology standards.
  • Active involvement in the Customer Service Institute of America (CSIA), concentrating on improving customer interactions in a tech setting.
  • Member of the Professional Association for SQL Server (PASS), focusing on skills in database management and troubleshooting.

Certifications

  • Certified in Risk and Information Systems Control (CRISC)
  • Oracle Certified Database Administrator
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Security+
  • Apple Certified Associate (ACA)
  • CCDP Design
  • ServSafe
  • Fortinet Network Security Expert (NSE) Certification
  • Amazon Web Services Certified Developer
  • Project Management Professional certification

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