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Skills

  • Support Ticket System Management
  • Advanced editing and proofreading
  • Support Ticket Triage
  • On-site plant support
  • Commander support
  • Technical support knowledge
  • On-Site Technical Support
  • Pre-hospital advanced life support
  • Technical support expertise
  • Disability support

Work Experiences

  • Achieved cost savings of $11.
  • Achieved a $18 cost reduction for Meridian project.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Used risk assessment and data analysis to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Collaborated with cross-functional departments to implement procedure solution, enhancing team knowledge-sharing and decreasing service disruption by 78%.
  • Analyzed performance data from ServiceNow.
  • Collaborated with engineering teams.
  • Achieved results within the first several months of implementation.
  • Achieved a 77% ticket resolution rate.
  • Collaborated with vendors to ensure timely delivery of replacement components, reducing average repair turnaround time from 15 days to 13 days.

Summaries

  • Subject matter expert on ServiceNow with exceptional skills and knowledge in project management.
  • Achieved a 73% first-call resolution rate.
  • Advanced Technician Support expert.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Specializes in method and category product troubleshooting.
  • Strengths in stakeholder engagement and team leadership backed up by Miscellaneous training.
  • Effectively troubleshoots and resolves issues on its own.
  • Advanced Technician Support professional with 15+ years of experience resolving complex tier-3 issues and implementing efficient technical solutions, committed to improving system uptime and client satisfaction.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Achieved 33% application performance improvement.

Accomplishments

  • Spearheaded the installation and configuration of Power BI on 15 client workstations, achieving a 80% reduction in post-installation service calls.
  • Standardized support team protocols, decreasing system recovery time by 68% after unplanned outages.
  • Collaborated with finance to implement metric, leading to a 41% increase in cross-functional system efficiency.
  • Integrated performance analysis tools that identified critical system health risks, allowing for proactive adjustments that reduced incidents by 39% within three years.
  • Utilized system to diagnose and resolve complex issues, boosting overall resolution rates by 31% over 6 months.
  • Collaborated with cross-functional teams to find solutions to critical system failures, reducing issue recurrence by 56% within 18 months.
  • Devised a customer feedback program for system improvements that contributed to a 64% rise in client satisfaction within two years.
  • Achieved a 32% increase in service level agreement (SLA) compliance by introducing automated monitoring systems.
  • Developed and maintained automated scripts to streamline repetitive tasks, reducing manual intervention by 80% and improving response times.
  • Conducted root cause analysis (RCA) of recurring system failures, reducing ticket volume for the same issue by 47% within the first the past year.

Affiliations

  • Microsoft Certified: Azure Administrator
  • Cisco Certified Network Associate (CCNA)
  • Information Technology Infrastructure Library (ITIL) Certification
  • Jaycees
  • American Medical Informatics Association
  • Cisco Certified Specialist in Enterprise Advanced Infrastructure
  • American Marketing Association
  • Microsoft Certified Professional (MCP)
  • Institute of Electrical and Electronics Engineers (IEEE)
  • Technology Services Industry Association (TSIA)

Certifications

  • Professional Cloud Network Engineer Certification program
  • Certified Public Accountant (CPA)
  • Microsoft Certified: Azure Fundamentals
  • Apple Certified Support Professional (ACSP)
  • CompTIA Network+
  • CompTIA A+ Technician
  • Project Management Professional (PMP)
  • Salesforce
  • Certified Infrastructure Security Specialist (CISS)
  • Microsoft Certified: Power Platform Fundamentals

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