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Skills

  • Planning and coordination
  • Business operations
  • Supervision
  • Call center experience
  • Technical troubleshooting
  • Hardware Configuration
  • Process improvement
  • Team building
  • Application installations
  • Cybersecurity risk assessment and mitigation

Work Experiences

  • Researched, documented, and escalated support cases to higher levels of support when I was unable to resolve issues using available resources.
  • Installed and configured printers and scanners, as well as resetting default device passwords to prevent cyber attacks.
  • Maintained my cool and patience by employing de-escalation techniques and providing positive customer support in the face of difficult customer situations.
  • Advised customers and users on required maintenance practices for various software systems for OEM warranty requirements and industry best practices.
  • Achieved an average downtime reduction of 68% for users.
  • Acquired and maintained up-to-date industry certifications including OSHA, enhancing the team's ability to troubleshoot Workday hardware.
  • Achieved zero data vulnerabilities.
  • Aided in the refinement of the technical support process in order to improve customer service and support.
  • Achieved results over a 2016-year span.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.

Summaries

  • A+ Computer Technician capable of assisting category users in resolving issues with computer systems, mobile devices, and peripheral equipment.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Team player who is proactive and hardworking, with a focused mentality and a methodical approach.
  • Metric, system, and standard are all available.
  • ITIL and Six Sigma are her areas of expertise.
  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Communicative and team-oriented, with Power BI expertise.
  • Asana and Tableau are two of my strongest skills.

Accomplishments

  • Spearheaded bulk hardware procurement, renegotiating contracts and saving the company 8 in the fiscal year.
  • Collaborated with cross-functional teams to roll out a new company-wide security protocol, reducing unauthorized access incidents by 51%.
  • Monitored hardware lifecycle and replacement schedules, preventing 5 potential performance failures over a several months-year span.
  • Diagnosed and resolved network connectivity issues within 6 months, preventing communication breakdowns with key internal and external stakeholders.
  • Redesigned user-support workflows, leading to 46% faster resolutions and enhancing customer satisfaction across 8 service requests.
  • Authored instructional manuals for end-users on utilizing the company’s hardware and software, cutting down IT support queries by 26%.
  • Used Workday to automate system patch updates, enhancing network security and reducing vulnerabilities by 53%.
  • Collaborated with the IT support team in handling over 15 tickets per week, maintaining a 62% incident resolution rate.
  • Installed and tested new network devices and components, increasing network reliability and bandwidth by 24% during critical work periods.
  • Performed hardware upgrades and system optimizations that resulted in a 20% increase in system efficiency across 5 company devices.

Affiliations

  • Volunteer mentor with the Tech Kids movement, guiding young learners on computer assembly and diagnostic techniques.
  • Attending monthly webinars with the International Association of Information Technology Asset Managers (IAITAM), with a focus on asset lifecycle management and workstations.
  • Affiliated with the International Association of Computer Science and Information Technology (IACSIT) to stay current with emerging tech trends.
  • Member of the System Administrators Guild (LISA), actively participating in forums and sharing best practices for proactive server monitoring.
  • Participant in CompTIA's A+ certification study groups, discussing updates related to new technologies and troubleshooting techniques.
  • Field Representative for the Council on Information Technology Education (CITE), contributing to discussions on curriculum improvements for future IT professionals.
  • Affiliated with the Association of Computer Repair Business Owners (ACRBO), completing professional development workshops on hardware troubleshooting.
  • Member of the Society of Information Technology Management (SOCITM), collaborating on discussions to optimize workstation performance and productivity.
  • Attending workshops by the Help Desk Institute (HDI) to stay updated on the latest in helpdesk and IT issue-resolution tactics.
  • Regular attendee of CompTIA A+ Skill Builder seminars, helping to refine core troubleshooting and diagnostic skills.

Certifications

  • American Academy of Financial Management (AAFM)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Security+ Certification
  • Certified Information Technology Professional (CITP)
  • HDI Desktop Support Technician Certification
  • ITIL Foundation Certification
  • VMware Certified Associate - Digital Workspace (VCA-DW)
  • Certified Wireless Network Administrator (CWNA)
  • Project Management Professional (PMP)
  • Salesforce

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