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Skills

  • Mac systems
  • Process equipment
  • Database management and troubleshooting
  • Supervision
  • Cross-functional team collaboration
  • Change management processes
  • End-user technical proficiency enhancement
  • Customer service
  • Organization
  • Staff education and training

Work Experiences

  • Assisted in the migration of legacy systems to process, avoiding downtime and improving system efficiency by 48% over one year.
  • Achieved minimal downtime during deployment.
  • Accelerated fixes in future product iterations.
  • Built rapport with non-technical end-users to ease technical frustrations while ensuring resolution of their issues.
  • Built rapport with non-technical end-users.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Increased company revenue by 10% beyond several months targets by upselling products and services.
  • Assisted the project management team.
  • Achieved early problem detection.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Excellent Application Support Technician with 7 years of experience providing exceptional support to users at all levels.
  • Promotes project management and client relations skills that are dynamic.
  • Subject matter expert on Asana with exceptional skills and knowledge in cross-functional collaboration.
  • Achieved greater efficiency in ticket management.
  • Boosted digital literacy.
  • Achieved a 84% reduction in response times.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Achieved cost savings.

Accomplishments

  • Ensured the successful deployment of Microsoft Excel across 11 machines, maintaining minimal downtime and full system functionality within 6 months.
  • Performed Active Directory setups, password resets, and account management for over 2 users, ensuring compliance with company security policies.
  • Implemented automated password recovery protocols across 8 departments, reducing help desk tickets for password resets by 78%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with cross-functional teams to roll out ServiceNow across 11 departments, achieving a successful go-live with less than 76% downtime.
  • Provided expert support for the MS Office Suite for 10 users, reducing recurring software issues by 15%.
  • Reduced SQL server performance issues by 36% through careful monitoring and resolution of high-impact queries and configurations.
  • Developed and hosted workshops to bring QuickBooks knowledge to teams, reducing the volume of recurring helpdesk requests by 68%.
  • Utilized API log analysis to troubleshoot and resolve integration issues across 12 applications, reducing error occurrences by 65%.
  • Automated key aspects of the user intake process, streamlining support requests and increasing response efficiency by 21%.

Affiliations

  • IEEE Computer Society - Member contributing to industry research papers
  • Association for Computing Machinery (ACM) - Member since 2018
  • American Medical Informatics Association
  • Association for Computing Machinery
  • Member of Red Hat Certified Engineers (RHCE) Organization
  • CompTIA IT Professionals Network - Participant in ServiceNow-related discussions
  • SQL Server Central - Active Contributor in Database Performance Troubleshooting
  • Association of Information Technology Professionals
  • Customer Service Institute of America (CSIA) - Member since 2019
  • Information Systems Audit and Control Association (ISACA) - Certification in CPA

Certifications

  • CompTIA Security+
  • Microsoft Certified: Azure Administrator Associate
  • Apple Certified Support Professional (ACSP)
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • First Aid/CPR Certified
  • Apple Certified Associate (ACA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA A+ Technician
  • Certified Linux Administrator (CLA)
  • CompTIA Network+

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