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Skills

  • Budgets
  • Supervision
  • Incident Management and Troubleshooting
  • Problem resolution
  • Cross-functional collaboration
  • Effective Communication with Non-Technical Users
  • Customer satisfaction improvement
  • Continuous Process Improvement Strategies
  • Communications
  • ITIL Framework Knowledge

Work Experiences

  • Boosted team productivity.
  • Oversaw the delivery of metric project by initiative team, which resulted in metric.
  • Analyzed and resolved complex integrations issues within client relations across 4 different client environments.
  • Contributed to a 3% reduction in support requests.
  • Conducted thorough tests on Asana.
  • Collaborated with framework.
  • Achieved 28% user satisfaction.
  • Achieved an Employee of the Year.
  • Created and distributed guides for Power BI.
  • Installed wiring, cabling, and devices to set up, repair, and optimize networks.

Summaries

  • Adept at delivering technical support for initiative.
  • Achieved a 3% increase in customer satisfaction ratings.
  • Achieved a 20% reduction in incident resolution time.
  • Collaborative and performance-focused professional.
  • Conducted post-incident reporting.
  • Adept at delivering technical support for metric, consistently achieving or surpassing key performance metrics, including customer satisfaction and resolution time.
  • Costs were consistently reduced while profits were increased.
  • Continuously improved SLAs.
  • Adept at streamlining application support processes.
  • Large data storage networks, voice/data innovations, and VPNs are all areas in which he is well-versed.

Accomplishments

  • Collaborated with the development teams to implement key system functionality enhancements requested by clients, achieving a 58% increase in client satisfaction scores.
  • Presented system performance metrics to stakeholders, fostering data-driven decisions that improved the client satisfaction rate by 35%.
  • Provided support for 18 end-users, reducing ticket escalation rates by 40% through detailed knowledge base refinement and targeted user training.
  • Worked with cross-functional teams to ensure data integrity during system migrations, leading to a 24% reduction in post-migration data issues.
  • Configured and supported custom Willow workflows tailored to operations, streamlining their operational processes with a 38% efficiency gain.
  • Assisted in the development of a centralized knowledge base for Jira, improving internal documentation and contributing to a 56% decrease in resolution times.
  • Delivered remote and in-person training to over 3 users, improving adoption rates of standard within the Willow application.
  • Enhanced the troubleshooting process for Power BI by designing knowledge base articles, contributing to a 28% improvement in resolution efficiency.
  • Supported end-users in configuring application settings in Adobe Creative Suite, improving their adoption rates and cutting configuration-related issues by 31%.
  • Collaborated with team of 5 in the development of metric.

Affiliations

  • Certified Health Data Analyst (CHDA Certification)
  • Jaycees
  • Association for Computing Machinery
  • Association of Information Technology Professionals
  • Society of Women Engineers
  • Certified Technical Support Professional (CTSP)
  • American Society for Automation in Healthcare (ASAH)
  • Institute of Electrical and Electronics Engineers (IEEE)
  • Epic Users’ Group (EUG)
  • Association for the Advancement of Artificial Intelligence (AAAI)

Certifications

  • CompTIA Server+
  • Google Certified Professional Cloud Architect
  • Apple Certified Associate (ACA)
  • CompTIA A+ Technician
  • Certified Disaster Recovery Engineer (CDRE)
  • Certified Data Management Professional (CDMP)
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA IT Fundamentals (ITF+)
  • Certified Software Business Analysis Professional (CSBAP)
  • Certified Public Accountant (CPA)

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