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Skills

  • Hardware upgrades
  • Hardware diagnosis
  • Administrative support
  • Process documentation
  • Equipment repair
  • Data-driven decision making
  • Software upgrades
  • Application installations
  • Computer maintenance
  • Exceptional telephone etiquette

Work Experiences

  • Set up new employee workstations, including all of the necessary hardware, software, and peripherals.
  • Authored and rolled out a training manual for new hires, streamlining onboarding and improving their first-month resolution time by 32%.
  • Achieved a first-time fix rate of 59%.
  • Kept track of IT supplies inventory by checking levels on a three years basis.
  • Collaborated across 6 departments.
  • Responded to 5 individual tickets to provide SAP and QuickBooks end-user support every week.
  • Used specialized software to remove malware and viruses from laptops and desktop computers.
  • Analyzed patterns in escalation tickets to identify system-wide issues, ultimately reducing recurring problems by 45%.
  • Conducted quarterly performance reviews for team members, leading to reduced turnover and a more cohesive support team.
  • Contributed to better service response times.

Summaries

  • Student pursuing a Manufacturing and Production degree who is eager to contribute developed knowledge in the role of Lead Senior Support Analyst.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Proven track record of motivating improved to achieve team, individual, and management goals.
  • Ability to recognize initiative issues and integrate method solutions to achieve procedure.
  • Looking forward to taking on a new challenge with a successful team.
  • Expert in procedure with a strong aptitude for spearheaded and streamlined.
  • Active leader with excellent communication and collaboration skills.
  • Multilingual and fluent in Spanish and French, with a strong grasp of cultural differences.
  • Lead Senior Support Analyst who is dependable and has 18 years of helpdesk experience.
  • Jira and Adobe Creative Suite are two of my strongest skills.

Accomplishments

  • Coordinated with software development teams to elevate bug-fixing priorities, reducing critical issue wait times by 73%.
  • Monitored and resolved high-priority support tickets, maintaining a consistent average resolution time of under metric and surpassing SLAs by 73%.
  • Designed a predictive model using QuickBooks that identified at-risk systems, preventing 7 critical failures in 17 months.
  • Regularly liaised with business stakeholders to communicate system health and ensure alignment with operational needs, improving incident transparency by 62%.
  • Led major upgrades to corporate IT infrastructure, reducing downtime by 32% during Power BI deployments.
  • Collaborated with cross-functional teams to streamline incident management processes, cutting the incident resolution time by 65%.
  • Enabled first-call resolution for critical issues across Power BI, reducing escalations by 47% and freeing resources for higher-priority cases.
  • Collaborated with vendors to strengthen external support processes, achieving third-party ticket resolution by 27% faster than the previous average.
  • Increased cross-departmental collaboration for issue resolution, decreasing resolution handoff times by 38%.
  • Analyzed and corrected long-standing system flaws that resulted in reduced incident frequency by 15%. Received Top Performer for initiative.

Affiliations

  • Member of the Remote Support Association (RSA), regularly engaging in conferences that explore remote troubleshooting, monitoring, and issue resolution techniques.
  • Contributor to publications of the International Customer Management Institute (ICMI), focusing on enhancing IT service desks through advanced KPIs and metrics.
  • Certified participant of the Power BI Community Expert Program, where I assist junior IT professionals with technical and soft skill development.
  • Active member of AIIM (The Association for Intelligent Information Management), focusing on workflow automation and technology adoption in support functions.
  • Contributor to the Help Desk Institute (HDI) Knowledge Base, providing high-impact articles on advancing Tier-2 and Tier-3 support strategies.
  • Attended the 2016 Problem Management Workshop hosted by the Global IT Support Forum, learning advanced problem resolution frameworks.
  • Served as a technical advisor in the 2020 Global IT Services Leadership Group, discussing multi-tier support strategies and customer success management.
  • Chapter lead for the North American Support Leadership Council, where best practices for team mentoring and skill development are shared.
  • Actively involved in the 2021 International Support Summit, attending workshops and sessions related to proactive IT support strategies.
  • Volunteer mentor as part of the 2016 Service Desk Mentorship Program, guiding junior staff through communication strategy and complex issue handling.

Certifications

  • ServiceNow Certified System Administrator
  • Project Management Professional (PMP)
  • Microsoft Office Specialist (MOS)
  • Certified Public Accountant (CPA)
  • Association for Project Management (APM)
  • Certified Information Technology Manager (CITM)
  • Google Certified Professional Cloud Architect
  • Microsoft Certified: Azure Fundamentals
  • First Aid/CPR
  • Microsoft Certified: Modern Desktop Administrator Associate

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