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Skills

  • Software Rollouts
  • Remote troubleshooting
  • Quality assurance
  • IT Equipment Monitoring
  • Customer-facing communication
  • IT asset management
  • Performance monitoring
  • Team building
  • Downtime reduction
  • Workflow Optimization

Work Experiences

  • Clarified troubleshooting processes.
  • Assisted in the seamless transition of 2 GBs of critical data.
  • Analyzed IT support trends.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Achieved a 21% resolution rate.
  • Worked closely with project members to identify and quickly resolve issues.
  • Boosted employee productivity by 11%.
  • Oversaw the delivery of metric project by system team, which resulted in method.
  • Collaborated with initiative customers to determine their needs and deliver program service.
  • Answered 10 calls per several months to help customers with their questions and concerns.

Summaries

  • Assisted users with networking equipment.
  • Analytical Technology Support Intern who enhances user workflows by optimizing hardware and suggesting upgrades, leading to a 39% boost in performance.
  • Leading teams on program, framework, and metric projects is something I've done before.
  • Achieved results within 6 months post-publication.
  • Achieved a 64% success rate within 24 hours.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Actively reduced helpdesk ticket volume by 18%.
  • Achieved stellar resolution rates.
  • Achieved quicker issue resolution.
  • Accomplished Technology Support Intern.

Accomplishments

  • Implemented ticketing system protocols to standardize issue reporting and resolution tracking, increasing team efficiency by 85%.
  • Optimized network infrastructure to support category, improving network uptime by 74%.
  • Streamlined issue reporting processes via Adobe Creative Suite, decreasing ticket resolution times by 79% %.
  • Led the installation of software patches and updates across 11 devices, ensuring compliance and minimizing downtime.
  • Collaborated with team of 7 in the development of metric.
  • Trained 17 new interns on troubleshooting procedures, decreasing help desk wait times by 51% %.
  • Contributed to disaster recovery planning by conducting backups of critical systems, reducing future data loss risks.
  • Supported internal IT training sessions for staff, growing overall technology proficiency within the organization.
  • Configured and installed new hardware & software solutions, resulting in a 36% increase in system performance.
  • Recommended and implemented changes to IT workflow that resulted in a 65% reduction in system outages.

Affiliations

  • American Computer Science League (ACSL) - Award Recipient in Computer Systems and Network Support
  • Project Management Institute (PMI) - Membership with focus on IT Service Delivery
  • Freemason
  • Rotary International
  • Association of Technology Professionals (ATP) - Member since 2016
  • CompTIA Network+ Chapter - Member and Certification Owner
  • American Society for Quality (ASQ) - IT Systems Support Focus Chapter
  • Google IT Support Professional Certificate - Earned in 2021 through Coursera
  • Cisco Networking Academy - Alumni with focus on Remote Troubleshooting and Network Configurations
  • TechGirlz - Volunteer offering technical education programs

Certifications

  • CompTIA Network+
  • Certified Support Professional (CSP)
  • First Aid/CPR Certified
  • Google Certified Professional Cloud Architect
  • Microsoft Certified: Azure Fundamentals
  • Certified Cloud Security Professional (CCSP)
  • EC-Council Network Security Administrator (ENSA)
  • CompTIA A+
  • SHRM Certified Professional (SHRM-CP)
  • Salesforce

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