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Skills

  • Data entry
  • MS Office
  • Customer service
  • Project organization
  • Budgets
  • Network troubleshooting and diagnostics
  • Network security auditing
  • Data backup and recovery processes
  • Desktop support
  • Supervision

Work Experiences

  • Assisted users via phone, email, and live chat.
  • Achieved a 40% reduction in recurring support tickets.
  • Administered group policies.
  • Collaborated with compliance to manage and analyze incident reports, resulting in a 29% decrease in recurring issues over one year.
  • Achieved a 75% enhancement in system performance.
  • Collaborated with the cybersecurity team.
  • Audited internal network for security vulnerabilities.
  • Achieved a 68% reduction in phishing incidents company-wide.
  • Worked closely with Adobe Creative Suite and Jira users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Assisted with the setup of VoIP phones.

Summaries

  • Adhered to planned maintenance schedules.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved a 56% reduction in unresolved IT tickets.
  • Supporting hardware and software issues for process computer systems is a skillful Information Technology Support Specialist.
  • Achieved 18% reduction in hardware and software-related system errors.
  • Achieved a 17% reduction in system issues.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adaptable IT support specialist.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.

Accomplishments

  • Resolved product issue through consumer testing.
  • Provided tier framework technical support for enterprise systems, resolving user-reported issues in less than 12 hours on average.
  • Provided ongoing technical support for Power BI, maintaining an 60% satisfaction rating among end users.
  • Managed backup and recovery solutions across 3 servers, safeguarding critical data and reducing data loss incidents by 32%.
  • Developed, tested, and deployed disaster recovery plans, improving recovery time objectives (RTO) by 59%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Designed and maintained an updated inventory management system which tracked 5 company assets across multiple locations.
  • Orchestrated 2019 server migration initiative, reducing downtime and eliminating data loss incidents within the transition period.
  • Diagnosed and resolved IT issues for 2 employees, consistently achieving a 66% first-contact resolution rate.
  • Collaborated with HR and Finance departments to streamline user access during onboarding/offboarding, reducing processing time by 59%.

Affiliations

  • Society of Human Resource Management
  • Modern Computing Alliance
  • IT Disaster Resource Center
  • Women in Technology International (WITI)
  • Project Management Institute
  • Technology Services Industry Association (TSIA)
  • Toastmasters
  • Association for Computing Machinery
  • CompTIA - Lean Certification Network
  • International Council of Nurses

Certifications

  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • Salesforce
  • Certified Information Security Manager (CISM)
  • Certified Public Accountant (CPA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Cisco Certified Technician (CCT)
  • Apple Certified Associate (ACA)
  • CompTIA Cloud+ Certification
  • Certified Information Systems Auditor (CISA)

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