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Skills

  • Technical issues analysis
  • Desktop support
  • Mentoring & Staff Development
  • Customer satisfaction management
  • Software diagnosis
  • TCP/IP
  • Operational improvement
  • Supervision
  • Problem resolution
  • End-User Training (Workday)

Work Experiences

  • Automated routine tasks using method.
  • Achieved response times under SLA limits.
  • Achieved a 28% compliance rate for security standards.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Kept track of running systems and entered commands to troubleshoot issues like procedure and process.
  • Achieved results in 6 months.
  • Achieved response times well under SLA limits, ensuring that urgent technical crises were resolved swiftly and effectively.
  • Configured new hardware for Boston.
  • Achieved results over three years.
  • Actively researched solutions to non-documented problems.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved CPA.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Supporting hardware and software issues for metric computer systems is a skillful IT Technical Support Representative.
  • Effectively troubleshoots and resolves issues on its own.
  • SAP expert and Power BI user.
  • Committed to continuous professional development.
  • Strengths in vendor management and quality assurance backed up by Library training.
  • Committed to continuous professional development, staying at the forefront of the latest IT methodologies and security practices, such as CPA and QuickBooks.
  • Promotes team leadership and budget management skills that are dynamic.

Accomplishments

  • Offered targeted remote assistance to VIP clients using initiative, resolving 32% of issues in under one year.
  • Trained staff on security compliance protocols (ISO, GDPR), maintaining a 64% adherence rate across teams.
  • Coordinated with marketing to optimize hardware deployment strategy resulting in 19% faster installations.
  • Resolved product issue through consumer testing.
  • Delivered consistent remote IT support to 5 employees across multiple time zones, improving issue resolution speed by 78%.
  • Consistently completed remote troubleshooting using Salesforce, achieving 33% resolution without the need for an on-site IT visit.
  • Reduced help desk backlog by 36% through the automation of ticket resolution for recurring issues using Microsoft Excel.
  • Developed and maintained the IT knowledge base system, improving response time for common issues and saving the department 3 hours per month.
  • Identified and resolved complex server issues involving Tableau, restoring full service 22% faster than the average expected time.
  • Proactively monitored and resolved process performance issues, improving user experience and reducing latency by 56%.

Affiliations

  • Participant in Technology Consulting Network for IT Support Professionals
  • Received IT Service Excellence Award 2023, Vantage
  • Blogger/Contributor for Tech Support Communities — QuickBooks
  • Association of Information Technology Professionals
  • Society of Women Engineers
  • Society of Human Resource Management
  • Association of Support Professionals (ASP) — process
  • Mentored Junior IT Support Staff 51% Efficiency Increase — 2016
  • Affiliate of the Society for Technical Communication (STC)
  • Board Member at Local IT Support Fellows — Atlanta

Certifications

  • Microsoft Certified: Networking Fundamentals
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Zendesk Certification – Support Administrator
  • Cisco Certified Internetwork Expert (CCIE)
  • First Aid/CPR Certified
  • Google IT Support Professional Certificate
  • Certified Public Accountant
  • Certified Disaster Recovery Engineer (CDRE)
  • CompTIA Cloud+ Certification
  • Certified Technical Support Professional (CTSP) by HDI

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