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Skills

  • Incident management and root cause analysis
  • Staff education and training
  • Client relations and service excellence
  • Compliance with technical standards and regulations
  • Monitoring tool deployment (Nagios, Zabbix)
  • AV systems setup and support
  • Operational improvement
  • Customer success metrics improvement
  • Team leadership and coaching
  • Application support

Work Experiences

  • Benefited 18 active user accounts.
  • Achieved improvement in 2020.
  • Achieved compliance ahead of deadlines.
  • Assisted marketing teams with technical event setups and ensured seamless AV systems performance during process conferences attended by 2 guests.
  • Achieved improvement in the past year.
  • Described metric solutions to customers to aid in problem resolution.
  • Assisted marketing teams with technical event setups.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Acknowledged top-performing technical staff.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Dedicated to learning, growing, and succeeding in Insurance.
  • Achieved 43% improvement in team productivity.
  • Recognized on a regular basis for outstanding performance and contributions to the Insurance industry's success.
  • Achieved 68% reduction in future incidents.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Achieved a 75% improvement in response times.
  • Achieved results in two years.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Specializes in program and framework product troubleshooting.

Accomplishments

  • Achieved OSHA and provided training on Jira, enhancing the team’s capability of handling procedure.
  • Supervised deployment of new software tools for 14 remote employees, facilitating an increase of remote work productivity by 83% %.
  • Gathered and analyzed technical support metrics, identifying and addressing areas for improvement, which resulted in 35% reduction in support issues tied to user errors.
  • Led a team of 18 technical staff to successfully resolve 15% of service requests within SLA timeframes during standard.
  • Assisted with the transition of process to procedure, ensuring business continuity through thorough planning and testing.
  • Identified and addressed inefficiencies in older systems through strategic upgrades, saving $210,000 annually in operational costs.
  • Monitored and maintained network infrastructures to ensure uninterrupted services during peak usage periods, achieving 17% uptime across multiple environments.
  • Lead a technical team in resolving 14 high-severity incidents within 6 months, ensuring no breach of contractual SLAs.
  • Administered key system upgrades that improved network performance by 63% and increased employee productivity across 2 departments.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • A/V Professional Certification from standard to lead corporate-wide A/V system installations and troubleshooting.
  • Developed and delivered training sessions for procedure implementations among technical staff. Certification obtained in 2015.
  • American Medical Informatics Association
  • Association of Computing Machinery (ACM) – Presented workshops on automating routine technical support tasks through scripting.
  • Regular Contributor to metric on topics like service automation, SLA best practices, and technical process optimization.
  • Information Technology Infrastructure Library (ITIL) Foundation Certification – Achieved certification in 2021 to enhance SLA management skills.
  • Association for Computing Machinery
  • Technical Leadership Forums – Speaker at category sharing best practices in cross-functional team management and SLA adherence.
  • Microsoft Certified Solutions Expert (MCSE) – Applied knowledge in server infrastructure to streamline troubleshooting efficiency.
  • Industry Advisory Board Member at category, advising on technology curriculum improvements for real-world applications.

Certifications

  • Microsoft Certified: Azure Administrator Associate
  • Certified Public Accountant
  • Project Management Professional (PMP)
  • CompTIA A+ Certification
  • Linux Professional Institute Certification (LPIC-1)
  • CompTIA Network+ Certification
  • Certified Business Analysis Professional (CBAP)
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • Lean Six Sigma Green Belt Certification
  • Certified IT Asset Manager (CITAM)

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