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Skills

  • Project lifecycle management
  • Communications
  • ITIL (Information Technology Infrastructure Library) certification
  • Infrastructure development
  • Queue management
  • Incident escalation procedure development
  • Multitasking effectively
  • Framework equipment
  • Remote desktop troubleshooting
  • Cross-functional team collaboration

Work Experiences

  • Detected gaps in service.
  • Achieved Outstanding Service Award for exceeding service level agreements (SLAs).
  • Authored technical documentation and FAQs that served as a reference, reducing repeat queries by 76% and boosting first-time resolutions.
  • Contributed to a 66% improvement in overall support team productivity.
  • Designed and delivered training sessions for employees and end-users, driving up technical proficiency by 64%.
  • Consistently exceeded goals by 64%.
  • Achieved 77% reduction in average response time.
  • Collaborated with cross-functional teams.
  • Was in charge of planning and implementing improvements to strategic planning, stakeholder engagement, and strategic planning.
  • Authored technical documentation and FAQs.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • By developing, delivering, and supporting strategic plans, I'm used to driving efficiency and effectiveness.
  • Achieved annual savings of $17.
  • Service Desk Executive is a multi-talented Service Desk Executive who is consistently rewarded for planning and operational improvements.
  • Achieved a 36% reduction in response times.
  • Achieved a 52% improvement in help desk efficiency.
  • Detailed in the development of innovative business solutions, the application of various methodologies, and the delivery of software engineering solutions for leading organizations.
  • Achieved higher first-contact resolution.
  • Costs were consistently reduced while profits were increased.
  • Experienced in disaster recovery planning, roadmapping, and team development.

Accomplishments

  • Led a reorganization of the service desk, reducing service downtime by 56% and increasing the team’s productivity.
  • Successfully handled an average of 9 support tickets daily, ensuring a customer satisfaction rate of 49%.
  • Implemented feedback-based systems that allowed for continuous improvement, leading to a 45% boost in customer satisfaction scores.
  • Implemented a dynamic knowledge-sharing platform, which decreased the number of unresolved tickets by 40%
  • Drafted and introduced new self-service IT documentation, resulting in 83% fewer helpdesk interactions for common queries.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Initiated proactive system checks, preventing 14 potential issues before they became user-facing concerns.
  • Built and maintained a comprehensive knowledge base to aid in faster resolutions, reducing query response times by 43%.
  • Took initiative in organizing and leading cross-departmental communication for escalated issues, reducing resolution times by 73%.
  • Demonstrated strong problem-solving skills by reducing the resolution time for high-priority cases by 56%.

Affiliations

  • Society of Human Resource Management
  • Association for Supply Chain Management (APICS)
  • Affiliated with Association for Information and Image Management (AIIM)
  • Active attendance at Service Desk & IT Support Show (SITS) conferences
  • American Marketing Association
  • Project Management Professional (PMP) by PMI
  • Involvement with the Technology Services Industry Association (TSIA)
  • Society for Information Management (SIM) Member
  • Association for Computing Machinery
  • Lions Club

Certifications

  • Certified Desktop Support Specialist (CDSS)
  • Certified in Governance of Enterprise IT (CGEIT)
  • Apple Certified Associate (ACA)
  • Certified IT Service Management Professional (CITSM)
  • Certified Agile Service Manager (CASM)
  • CompTIA A+ Technician
  • Google Certified Professional Cloud Architect
  • Service Desk Institute (SDI) Service Desk Analyst Certification
  • Certified Business Analysis Professional (CBAP)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate

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