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Skills

  • Budgets
  • TCP/IP
  • Problem resolution
  • Operational improvement
  • IT help desk ticket resolution
  • Software installation and configuration
  • Help desk support management
  • First Aid/CPR
  • End-user training and development
  • Standard equipment

Work Experiences

  • Assisted during peak project times.
  • Worked closely with SAP and Power BI users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Collaborated with system administrators.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Collaborated with faculty and researchers to ensure specialized software for Healthcare was operational for all active projects.
  • Configured adaptive technology tools.
  • Contributed to quarterly reports.
  • Described standard solutions to customers to aid in problem resolution.
  • Communicated issues to IT departments.
  • 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.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Computer Lab Aide with 5 years of successful strategic planning and vendor management experience.
  • Recognized on a regular basis for outstanding performance and contributions to the Healthcare industry's success.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • ServiceNow expert and Jira user.
  • Lean and PMP are proudly certified.
  • Computer Lab Aide with a 15-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Boosted lab productivity.
  • Subject matter expert on HubSpot with exceptional skills and knowledge in team leadership.

Accomplishments

  • Introduced new resource scheduling software to optimize lab availability, resulting in increased usage efficiency by 72% over one year.
  • Monitored network traffic using Tableau, actively ensuring a 60% reduction in unauthorized access attempts.
  • Assisted over 10 students in improving their proficiency with Power BI, leading to improved academic project completion rates.
  • Proposed an energy-saving initiative by setting the lab systems on a timed shutdown after hours, reducing electricity costs by 15% annually.
  • Enhanced system performance by recommending and installing framework, resulting in 21% faster processing times for high-demand tasks.
  • Collaborated with team of 6 in the development of system.
  • Lead a project to update outdated systems, boosting overall computer lab performance speed by 79% and reducing complaints.
  • Collaborated with academic departments to update computer lab software applications ahead of key coursework deadlines, ensuring system readiness for 5 students.
  • Implemented SAP updates overnight ensuring minimal disruption to peak hours, maximizing student productivity by 33%.
  • Optimized issue reporting processes for students using category, reducing average response times by 5 minutes.

Affiliations

  • Rotary International
  • Project Management Institute
  • International Council of Nurses
  • National Initiative for Cybersecurity Education (NICE) Cybersecurity Affiliate
  • Association for Computing Machinery (ACM)
  • Phi Beta Delta Honor Society for International Scholars
  • International Society for Technology in Education (ISTE)
  • Society for Information Management (SIM)
  • Jaycees
  • Linux Professional Institute Member

Certifications

  • Google Certified Professional Cloud Architect
  • Information Technology Infrastructure Library (ITIL) Foundation Certified
  • Project Management Professional (PMP)
  • CompTIA Network+
  • Apple Certified Support Professional (ACSP)
  • Microsoft Certified: Azure Fundamentals
  • Cisco Certified CyberOps Associate
  • CompTIA Data+
  • JAMF Certified Associate
  • Certified Network Defense Architect (CNDA)

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