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Skills

  • Customer service
  • Budgets
  • Application support
  • Network uptime monitoring
  • Basic firewall configuration
  • Software installation and configuration
  • Employee schedule management
  • Cross-functional team collaboration
  • Technical documents comprehension
  • Organization

Work Experiences

  • Allocated resources effectively.
  • Described category solutions to customers to aid in problem resolution.
  • Worked closely with Salesforce and Adobe Creative Suite users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Collaborated with sales and marketing to create high-impact visual displays that increased walk-in traffic by 53%.
  • Avoided penalties.
  • Created a welcoming and professional environment.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Boosted team productivity.
  • Achieved 58% retrieval success rate.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.

Summaries

  • 14 years of experience.
  • Achieved a 38% first-contact resolution rate.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Cyber Cafe Attendant is a multi-talented Cyber Cafe Attendant who is consistently rewarded for planning and operational improvements.
  • Adept at diagnosing hardware issues.
  • Collaborated effectively with team members.
  • Effectively troubleshoots and resolves issues on its own.
  • Achieved results in 6 months.
  • CPA and CPA are proudly certified.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.

Accomplishments

  • Successfully managed the implementation of a new printer system, reducing printing-related issues by 76%.
  • Integrated new software for tracking café usage statistics and analyzing daily trends, leading to better resource management.
  • Collaborated with marketing to create thematic event nights that boosted cafe sales during off-peak hours by 47%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Assisted with configuring and maintaining firewall settings, improving network security and minimizing unauthorized access incidents.
  • Created detailed user onboarding guides, decreasing customer assistance requests by 22% over 6 months.
  • Created a dynamic visual display system using Power BI resulting in improved customer engagement and increased café usage by 76%.
  • Designed multi-functional systems setup that improved workstation throughput by 20% during peak times.
  • Implemented an inventory tracking system for hardware peripherals, reducing stock shortages by 18%.
  • Reduced paper wastage from unsuccessful print jobs by 83% after implementing print management software.

Affiliations

  • Technology Resource Center Volunteer
  • International Association of Administrative Professionals
  • Project Management Institute
  • American Society of Safety Professionals
  • CompTIA IT for Small Businesses Project
  • Future Business Leaders of America (FBLA) Technology Chair
  • Rotary International
  • Jaycees
  • Association for Small Business Entrepreneurs (ASBE) Digital Practitioner
  • Internet Society (ISOC) Member

Certifications

  • CompTIA Network+ Certification
  • Certified Virtualization Professional (CVP)
  • Certified in Cybersecurity Audit (CISA)
  • Network Security Specialist Certification (NSSC)
  • Project Management Professional (PMP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Digital Forensics Examiner (CDFE)
  • Certified Technical Trainer (CTT+)
  • EC-Council Certified Security Analyst (ECSA)
  • ServSafe

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