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Skills

  • Documentation and reporting of technical issues
  • Guest inquiry resolution
  • Statutory Reporting
  • Effective Communication with Non-Technical Users
  • PeopleSoft expert
  • IT policy documentation
  • IT asset lifecycle management
  • Incident management using Adobe Creative Suite
  • First-call resolution strategies
  • Cost accounting

Work Experiences

  • Prepared detailed expense reports and capital expenditure requests.
  • Achieved Innovation Award for excellence in customer service.
  • Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution.
  • Entered service tickets into an incident tracking system to facilitate faster problem identification and resolution.
  • Checked data and information for accuracy in entry, calculations, and billing codes.
  • Processed $16 worth of two years payments with 13% accuracy.
  • Went to weekly team meetings to learn more about the products and services we offered, as well as gain insight into effective problem-solving strategies.
  • Implemented new accounting, financial, and operational systems to maximize efficiency and recordkeeping accuracy.
  • Achieved Employee of the Year for excellence in customer service after consistently meeting key performance indicators and exceeding resolution time goals by 25%.
  • Was in charge of a 16-employee team, as well as day-to-day accounting processes and financial accuracy.

Summaries

  • Fantastic mathematical abilities with a track record of precision.
  • Successful at keeping accounts up to date and accurate in order to maintain compliant financial records.
  • Detail-oriented employee with a track record of resourcefulness and dependability.
  • Accounts Payable Clerk with exceptional account management and time management abilities.
  • Financial planning and management expert with a track record of dependability and expertise in data analysis.
  • Accounts Payable Clerk who has worked with category accounts for 7 years.
  • Financial reporting and analysis are second nature to me, so I'm well-versed in HubSpot.
  • Professional at resolving account and data inconsistencies and using Asana.
  • Professional with exceptional documentation management skills and process development expertise process.
  • Expert at stakeholder engagement.

Accomplishments

  • Assisted in the implementation of Power BI, contributing to reduced ticket resolution time by 59% over several months.
  • Audited existing access permissions, ensuring that 44% of inactive user accounts were deactivated or updated according to security protocols.
  • Acted as the primary liaison with category, ensuring timely repairs and replacements of standard, minimizing workflow disruptions.
  • Quickly resolved a high-priority hardware failure affecting 11 employees, minimizing operational downtime to 8 hours.
  • Reduced the ticket backlog by 55% through proactive outreach to users experiencing unresolved technical issues.
  • Provided real-time monitoring of service desk operations, allowing for quick responses to high-priority outages and a 33% improvement in uptime.
  • Improved remote assistance capabilities by setting up VPN services for 3 remote employees, ensuring continued access with zero security incidents.
  • Spearheaded an effort to implement multi-factor authentication (MFA) for 11 users, successfully securing their accounts and reducing unauthorized access by 73%.
  • Monitored team adherence to SLAs, helping maintain a 35% or higher on-time resolution rate.
  • Provided continuous support during a major software rollout affecting 6 users, resolving over 21% of issues within the first category post-launch.

Affiliations

  • Certified IT Service Management (CITSM) Group
  • International Association of Information Technology Asset Managers (IAITAM)
  • Freemason
  • Rotary International
  • Association for Technical Support Professionals (ATSP)
  • Information Systems Audit and Control Association (ISACA)
  • National Association of Social Workers
  • ServiceNow Global Community
  • IT Problem Management Academy
  • Technology & Engineering Management Society (TEMS)

Certifications

  • Certified Information Technology Infrastructure Library v4 (ITIL 4) Foundation
  • Salesforce
  • CompTIA A+ Certification
  • Red Hat Certified System Administrator (RHCSA)
  • Certified Virtualization Expert (CVE)
  • Microsoft Certified: Identity and Access Administrator Associate
  • Certified Information Security Manager (CISM)
  • HDI Support Center Analyst (SCA)
  • Service Desk Institute (SDI) Service Desk Analyst Certification
  • HDI Desktop Support Technician Certification

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