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Skills

  • Customer Relationship Management (CRM)
  • MS Office
  • Escalated Issue Handling
  • Mac systems
  • Cybersecurity vulnerability reporting
  • Application support
  • ITIL framework understanding
  • Team management
  • Time management and prioritization
  • Operational improvement

Work Experiences

  • Coordinated with external vendors to resolve advanced technical issues related to program, reducing downtime by 8 hours per incident.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Achieved a 35% performance improvement.
  • Assisted 16 end-users daily.
  • Automated repeatable tasks and workflows.
  • Achieved a 78% resolution rate.
  • Assisted in the integration of Microsoft Excel with other corporate systems, eliminating compatibility issues and reducing necessary troubleshooting by 67%.
  • Automated repeatable tasks and workflows to streamline ticket management processes, reducing manual interventions by 27%.
  • Achieved a consistent 62% improvement in SLA compliance.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.

Summaries

  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • QuickBooks expert and HubSpot user.
  • Promotes client relations and project management skills that are dynamic.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Adept in multitasking and prioritization, consistently meeting SLA targets while handling a high volume of service requests.
  • Adept at handling escalations and leading teams, having successfully trained 7 new service desk staff to improve overall support effectiveness.
  • Achieved a 38% success rate in first-contact resolutions through efficient ticket handling and expert troubleshooting for Jira.
  • Enhances system performance by analyzing and correcting various hardware and software issues.

Accomplishments

  • Contributed to internal security policy updates, ensuring that over 3 endpoints remained compliant with industry-specific regulations such as metric.
  • Mentored junior service desk staff, resulting in 5 internal promotions and an enhanced troubleshooting capacity within the team.
  • Leveraged remote session tools to assist users, resolving technical issues across 17 global locations with minimal downtime.
  • Maintained a 46% SLA compliance rate for all first-tier support incidents across multiple shifts, reinforcing the company’s service delivery quality.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Analyzed service desk call patterns to anticipate peak demand and ensure adequate staffing during critical periods, resulting in a 51% increase in issue resolution during high-traffic times.
  • Partnered with the infrastructure team to stabilize network performance, resulting in a 38% decrease in user-reported downtime incidents.
  • Collaborated cross-functionally with IT operations to redesign the incident management process, increasing efficiency by 53%.
  • Developed and implemented scripts for system monitoring to automatically detect and alert staff of initiative, improving response times.
  • Initiated hardware lifecycle management improvements that lowered support requests related to aging equipment by 78% over 2018.

Affiliations

  • Certified ITSM Expert – ITSM Academy Alumni
  • Professional Member of the International Association of IT Asset Managers (IAITAM)
  • Rotary International
  • Volunteer Help Desk Lead – TechSoup IT Network
  • Active Participant, World Information Technology and Services Alliance (WITSA)
  • Member, Support Driven Community
  • Association for Supply Chain Management (APICS)
  • Member, Service Desk & IT Support Conference and Expo
  • Project Management Institute (PMI) Local Chapter - IT Support Focus Group
  • NCSAM (National Cybersecurity Awareness Month) Volunteer and Participant

Certifications

  • Certified Service Desk Manager (CSDM) by The Service Desk Institute (SDI)
  • Google IT Support Professional Certificate - 2018
  • VMware Certified Professional (VCP)
  • CompTIA A+ Certification
  • Certified Cloud Security Professional (CCSP)
  • HDI Support Center Manager (HDI-SCM)
  • Certified Key Performance Indicator Professional
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Internetwork Expert (CCIE)
  • Microsoft Certified: Azure Fundamentals

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