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Skills

  • Communications
  • IT support metrics tracking
  • Advanced diagnostic techniques
  • Supervision
  • Increasing first-call resolution rates
  • Change Management
  • Knowledge base creation
  • Process improvement
  • IT infrastructure troubleshooting
  • Software diagnosis

Work Experiences

  • By providing high-quality and efficient support, I was able to keep existing clients and develop 4 new accounts.
  • Achieved 69% higher client retention rates.
  • Achieved a 80% reduction in repeat tickets.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Conducted regular knowledge-sharing sessions.
  • Contributed to service level improvements.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Achieved internal customer satisfaction rates of 46%.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Set up workstations for employees by configuring hardware, devices, and software.

Summaries

  • Advanced Support Technician focused on IT security compliance.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Competent Advanced Support Technician with experience assisting system users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved customer satisfaction rates of 77% in 2017.
  • Advanced Support Technician is a multi-talented Advanced Support Technician who is consistently rewarded for planning and operational improvements.
  • Costs were consistently reduced while profits were increased.
  • Strengths in workflow optimization and stakeholder engagement backed up by Miscellaneous training.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Identified and resolved procedure in collaboration with marketing, which led to a 16% increase in operational efficiency.
  • Successfully identified and reduced system by 24% through advanced system auditing tools.
  • Documented and resolved program which led to framework.
  • Supported the migration of 13 users to a new platform using automation tools, minimizing transition time and errors by 27%.
  • Worked with the development group to streamline troubleshooting feedback loops, resolving technical issues faster by 47%.
  • Partnered with the security team to enforce PMP-compliant measures across 18 endpoints, ensuring seamless updates and patches.
  • Enhanced system monitoring protocols using Power BI, reducing unplanned outages by 56%.
  • Integrated a new data recovery solution that decreased recovery time by 17% and prevented 8 potential data loss incidents.
  • Identified and resolved category, which contributed to a 33% increase in system uptime and overall client satisfaction.
  • Managed 16 customer accounts across QuickBooks and enforced robust security protocols, improving overall data security by 26%.

Affiliations

  • Certification for Information Technology Support (CITP)
  • Technology Services Industry Association (TSIA)
  • Society of Software Engineers and Technicians
  • Lions Club
  • CompTIA Association of IT Professionals
  • Project Management Institute (PMI) - CAPM Certification
  • Cybersecurity and Infrastructure Security Agency (CISA) Affiliation
  • Toastmasters
  • International Association of Computer Science and Information Technology (IACSIT)
  • Jaycees

Certifications

  • Palo Alto Networks Certified Network Security Administrator (PCNSA)
  • Certified ScrumMaster (CSM)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • Certified IT Asset Manager (CITAM)
  • CompTIA Network+ Certification
  • HDI Support Center Analyst (HDI-SCA)
  • CompTIA A+ Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • First Aid/CPR Certified

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