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Skills

  • Customer Relationship Management (CRM)
  • Data backup and restoration processes
  • MS Office
  • Technical troubleshooting
  • Technical documents comprehension
  • Cybersecurity vulnerability reporting
  • Hardware troubleshooting and repair
  • Procedure equipment
  • Team management
  • Technical issues analysis

Work Experiences

  • Achieved a consistent 62% improvement in SLA compliance.
  • Achieved quicker ramp-up times for new employees.
  • Collaborated with other departments to ensure proper integration and support for cross-team applications, reducing interdepartmental issues by 54%.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Assisted in the integration of Microsoft Excel with other corporate systems, eliminating compatibility issues and reducing necessary troubleshooting by 67%.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Achieved top performance ranking in customer satisfaction surveys.
  • Automated repeatable tasks and workflows.
  • Collaborated with third-party vendors to ensure all systems were updated and supported without end-user disruption, saving the company $5 annually in repair costs.

Summaries

  • Achieved 82% positive feedback in customer satisfaction surveys.
  • Applied ITIL processes.
  • Achieved a 32% reduction in recurring technical issues.
  • PMP and Lean are proudly certified.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Achieved full-service recovery ahead of schedule.
  • Recognized on a regular basis for outstanding performance and contributions to the Manufacturing and Production industry's success.
  • Service Desk Officer with 3 years of successful stakeholder engagement and workflow optimization experience.
  • Achieved satisfaction through effective communication.

Accomplishments

  • Performed routine maintenance checks on QuickBooks, reducing hardware failure incidents by 70% and extending system longevity.
  • Deployed new software upgrade packages across 11 workstations, ensuring that all systems were up to date without disrupting business continuity.
  • Created user feedback loops that provided actionable insights, leading to the continuous improvement of service offerings and a 30% increase in satisfaction levels.
  • Created detailed knowledge base articles and quick reference guides that reduced ticket resolution time by 12 minutes on average.
  • Maintained a 46% SLA compliance rate for all first-tier support incidents across multiple shifts, reinforcing the company’s service delivery quality.
  • Achieved a 58% improvement in first-contact resolution rate through training programs designed to empower support agents with up-to-date troubleshooting techniques.
  • Resolved product issue through consumer testing.
  • Optimized password reset processes, reducing ticket resolution times for account lockouts and password changes by 56%.
  • Partnered with the infrastructure team to stabilize network performance, resulting in a 38% decrease in user-reported downtime incidents.
  • Mentored junior service desk staff, resulting in 5 internal promotions and an enhanced troubleshooting capacity within the team.

Affiliations

  • Advisory Council Member, IT Support Services – metric
  • Rotary International
  • CompTIA Association of Information Technology Professionals
  • Member, Association of Support Professionals (ASP)
  • Member of the International Association of Privacy Professionals (IAPP)
  • Certified Help Desk Professional (CHDP) – Help Desk Certification Program
  • International Association of Administrative Professionals
  • Society of Human Resource Management
  • Active Member, Information Systems Security Association (ISSA)
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified HDI Support Center Analyst (HDI-SCA)
  • Microsoft Certified Solutions Expert (MCSE)
  • CompTIA A+ Technician
  • Certified in Risk and Information Systems Control (CRISC)
  • CompTIA Network+ Certification
  • CompTIA A+ Certification
  • Certified Business Analysis Professional (CBAP)
  • Certified Microsoft Modern Desktop Administrator Associate
  • VMware Certified Professional (VCP)
  • HDI Desktop Support Technician Certification

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