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Skills

  • Data entry
  • Organization
  • Help Desk Support Operations
  • MS Office
  • Communication and Collaboration Tools (e.g., Slack, Teams)
  • Data recovery
  • Technical issues analysis
  • Performance Metrics Management
  • Project organization
  • IT Project Management (program)

Work Experiences

  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • 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.
  • Conducted root cause analysis for system issues.
  • Actively researched solutions to non-documented problems.
  • Conducted root cause analysis for recurring system issues, reducing their occurrence by 57% over 6 months.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 8 new accounts.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Achieved results over three years.
  • Assisted in the deployment of an enterprise-wide Workday solution.

Summaries

  • Supporting hardware and software issues for metric computer systems is a skillful IT Technical Support Representative.
  • Capable of diagnosing and repairing hardware issues in real-time, minimizing operational downtime by 74% and ensuring smooth business continuity.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Addressed over 11 critical security issues.
  • Excellent workflow optimization and data analysis knowledge.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Attained a 54% compliance rate for security procedures.
  • Within Library, senior IT Technical Support Representative and outstanding performer in workflow optimization and budget management.
  • SAP expert and Power BI user.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.

Accomplishments

  • Prepared and configured workstations and laptops for 9 employees, ensuring 100% operability on day one.
  • Supported a 76% increase in organizational growth by deploying scalable IT infrastructure solutions without disruptions.
  • Mentored new technical support team members, decreasing onboarding issues and troubleshooting time by 65%.
  • Contributed to IT infrastructure planning that supported a 35% increase in business operations, delivering project outcomes on time.
  • Optimized internal ticketing processes, reducing time to resolution for high-priority incidents by 68% over a the past year period.
  • Proactively monitored and resolved process performance issues, improving user experience and reducing latency by 56%.
  • Collaborated with cross-functional teams to introduce automated monitoring systems, leading to a 20% reduction in system downtime.
  • Trained staff on security compliance protocols (ISO, GDPR), maintaining a 64% adherence rate across teams.
  • Implemented remote access solutions for 10 employees, enhancing secure remote productivity during the process.
  • Consistently achieved an average first-call resolution rate of 22%, reducing technician escalations and improving customer satisfaction.

Affiliations

  • Jaycees
  • Association for Supply Chain Management (APICS)
  • Member, User Experience Professionals Association (UXPA)
  • Team Leader of IT Support Training Group — Vantage
  • Project Management Institute
  • Project Leader, Virtual Private Network Setup — 2024
  • Certified Support Technician in Workday
  • Attended IT Service Management Conference 2020
  • Freemason
  • American Medical Informatics Association

Certifications

  • Google IT Support Professional Certificate
  • Certificate in Cybersecurity Specialization by Summit Group
  • Certified Disaster Recovery Engineer (CDRE)
  • Certified in Risk and Information Systems Control (CRISC)
  • Certified Lead Cloud Security Manager (CLCSM)
  • Certified Public Accountant (CPA)
  • CompTIA Cloud+ Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Network+
  • Microsoft Certified: Networking Fundamentals

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