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Skills

  • Customer service expert
  • Customized training development
  • Data recovery
  • Maintaining high user satisfaction ratings
  • Process equipment
  • MS Office
  • TCP/IP
  • Project organization
  • Hardware lifecycle management
  • Desktop support

Work Experiences

  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Achieved a 75% enhancement in system performance.
  • Applied software patches.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Analyzed incident reports.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Assisted with the setup of VoIP phones.
  • Collaborated with compliance to manage and analyze incident reports, resulting in a 29% decrease in recurring issues over one year.
  • Collaborated with customer success to manage incident reports.
  • Achieved a 68% reduction in phishing incidents company-wide.

Summaries

  • Strengths in performance reporting and workflow optimization backed up by Information Technology training.
  • Achieved a 56% reduction in unresolved IT tickets.
  • Achieves compliance with industry standards.
  • Effectively troubleshoots and resolves issues on its own.
  • Costs were consistently reduced while profits were increased.
  • Adaptable IT Support Specialist with a focus on remote desktop support, ensuring productivity remains high for both in-office and remote employees.
  • Achieved a 17% reduction in system issues.
  • Adaptable IT support specialist.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Subject matter expert on Asana with exceptional skills and knowledge in project management.

Accomplishments

  • Designed and maintained an updated inventory management system which tracked 5 company assets across multiple locations.
  • Provided ongoing technical support for Power BI, maintaining an 60% satisfaction rating among end users.
  • Collaborated with product to implement new helpdesk procedures, reducing ticket backlog by 75% within 4 weeks.
  • Diagnosed and resolved IT issues for 2 employees, consistently achieving a 66% first-contact resolution rate.
  • Managed backup and recovery solutions across 3 servers, safeguarding critical data and reducing data loss incidents by 32%.
  • Coordinated the setup of meeting room AV equipment for 18 events, delivering high-quality support in remote and on-site venues.
  • Coordinated with software vendors to implement QuickBooks in the organization, improving system efficiency by 85%.
  • Configured and deployed 3 workplace devices, cutting hardware installation time by 29%.
  • Documented and resolved system which led to method.
  • Created an IT onboarding process for new employees, shortening the average time to full workflow integration from process days to 3.

Affiliations

  • Microsoft Azure Professionals Community
  • Society of Human Resource Management
  • Information Technology Infrastructure Library (ITIL) Foundation Member
  • Association for Information Technology Professionals (AITP)
  • Project Management Institute
  • American Marketing Association
  • National Cybersecurity Student Association
  • Women in Technology International (WITI)
  • Linux Professional Institute (LPI) Members Community
  • CompTIA - Lean Certification Network

Certifications

  • VMware Certified Technical Associate (VCTA)
  • Fortinet NSE 4 - Network Security Professional
  • Apple Certified Associate (ACA)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Ethical Hacker (CEH)
  • Certified Help Desk Manager
  • Google IT Support Professional Certificate
  • CompTIA Network+
  • CompTIA Security+
  • Microsoft Certified Systems Engineer (MCSE)

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