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Skills

  • Regulatory compliance
  • Collaboration with development teams
  • Critical Issue Resolution
  • Time management and prioritization
  • Advanced diagnostic techniques
  • Customer satisfaction improvement
  • Supervision
  • IT asset management
  • Technical documents comprehension
  • Team building

Work Experiences

  • Conducted regular knowledge-sharing sessions.
  • Created custom scripts for SAP that reduced troubleshooting processes by 35%, significantly improving response times.
  • Configured and managed permissions for Asana, ensuring secure access and compliance with internal and external policies.
  • Collaborated directly with R&D to troubleshoot software compatibility issues, leading to a seamless rollout of updates for 17 clients.
  • Assisted in developing incident resolution guides.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Achieved internal customer satisfaction rates of 46%.
  • Awarded Outstanding Service Award for outstanding contribution.
  • Contributed to service level improvements.
  • Assisted in the migration of Microsoft Excel.

Summaries

  • Advanced Support Technician with a proven track record in collaborating with network engineers to minimize downtime, resulting in annual savings of $3 for the company.
  • Advanced Support Technician proficient in configuring permissions for QuickBooks.
  • Achieved a 67% reduction in ticket escalation rates.
  • Effectively troubleshoots and resolves issues on its own.
  • Supporting hardware and software issues for framework computer systems is a skillful Advanced Support Technician.
  • Achieved annual savings of $5 for the company.
  • Achieved a 31% reduction in technical disruptions.
  • Advanced skills in network diagnostics.
  • Advanced Support Technician with a 9-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Documented and resolved program which led to framework.
  • Managed 16 customer accounts across QuickBooks and enforced robust security protocols, improving overall data security by 26%.
  • Designed and led the implementation of a ticket management system, resulting in a 55% improvement in response times to customer inquiries.
  • Initiated remote troubleshooting protocols during high-traffic periods, reducing average downtime by 67%.
  • Trained 18 users on software best practices and introduced user adoption strategies that led to 79% faster onboarding.
  • Collaborated with the development team to design tailored solutions for critical user feedback, resolving 15 high-impact issues.
  • Redesigned the remote desktop support system, reducing wait time for users by 23% and increasing overall satisfaction rates.
  • Took ownership of critical after-hours support cases, resolving 75% of incidents within the past year to maintain system uptime.
  • Resolved product issue through consumer testing.
  • Supported the migration of 13 users to a new platform using automation tools, minimizing transition time and errors by 27%.

Affiliations

  • Freemason
  • International Association of Administrative Professionals
  • INFORMS Computing Society
  • Association for Supply Chain Management (APICS)
  • Society of Software Engineers and Technicians
  • Toastmasters
  • International Association of Computer Science and Information Technology (IACSIT)
  • National Association of Social Workers
  • Association for Computing Machinery (ACM)
  • American Medical Informatics Association

Certifications

  • Certified Information Systems Auditor (CISA)
  • Certified Cloud Security Professional (CCSP)
  • Google IT Support Professional Certificate
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • Red Hat Certified System Administrator (RHCSA)
  • Cisco Certified DevNet Associate
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Security+ Certification

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