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Skills

  • Bulk workstation setup
  • Data entry
  • End-user training programs
  • Application support
  • IT Onboarding process optimization
  • Data recovery
  • First Aid/CPR
  • Budgets
  • Problem resolution
  • Project organization

Work Experiences

  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Achieved an average resolution time of 6 months minutes.
  • Collaborated with software vendors during deployment phases to ensure seamless installation of QuickBooks, lowering post-installation errors by 37%.
  • Coordinated support efforts with outsourced partners.
  • Achieved a 67% decrease in resolution time.
  • Collaborated with the network team.
  • Configured and deployed 4 new workstations across multiple departments, reducing onboarding time by 46% over 18 months.
  • Consistently provided swift resolution to complex printer and peripherals issues, designing easy-to-follow flowcharts that cut resolution times by 83% over the past year.
  • Kept track of running systems and entered commands to troubleshoot issues like framework and metric.
  • Consistently exceeded established SLA of two years response time.

Summaries

  • Achieved a 59% performance improvement.
  • Promotes risk assessment and client relations skills that are dynamic.
  • Tier 1 Desktop Support Analyst with a 14-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Competent Tier 1 Desktop Support Analyst with experience assisting process users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Achieved a 84% reduction in repeat issues.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Asana expert and Workday user.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Adept at handling complex technical challenges.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with Tier 2 support teams to reduce escalations for minor technical issues by 67% through improved documentation and training.
  • Contributed to the planning and execution of organization-wide security upgrades, leading to 51% reduction in reported vulnerabilities.
  • Trained employees in basic remote access and VPN setup, reducing support calls related to connectivity issues by 74%.
  • Collaborated with the IT team to implement a new virtualization environment, improving desktop resource allocation by 75%.
  • Revised system diagnostic procedures, cutting average troubleshooting time by 32% and improving overall response times for end-users.
  • Collaborated with team of 9 in the development of system.
  • Experience troubleshooting network connectivity issues, reducing incident resolution time by 78% through implementation of new remote support tools.
  • Provided Tier 1 support for QuickBooks upgrades, successfully resolving 16 incidents with no escalation to Tier 2.
  • Provided hardware procurement services for logistics, reducing order fulfillment times by 46% and ensuring availability of critical equipment.

Affiliations

  • International Association of Administrative Professionals
  • Windows Server User Group Contributor
  • Cloud Security Alliance (CSA) - Secure Desktop Services Track
  • Association for Computing Machinery
  • Certified Associate in Project Management (CAPM)
  • Association for Supply Chain Management (APICS)
  • American Medical Informatics Association
  • American Society of Safety Professionals
  • Certified in ITIL Foundation - IT Service Management Affiliate
  • International Council of Nurses

Certifications

  • CompTIA A+ Certification
  • ServiceNow Certified System Administrator
  • First Aid/CPR Certified
  • SHRM Senior Certified Professional (SHRM-SCP)
  • SHRM Certified Professional (SHRM-CP)
  • Microsoft Certified: Windows 10 (MCSA)
  • Microsoft Power Automate Fundamentals Certification
  • Apple Certified Associate (ACA)
  • Certified Wireless Technology Specialist (CWTS)
  • Certified Ethical Hacker (CEH) by EC-Council

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