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Skills

  • Regulatory compliance
  • API troubleshooting and support
  • Organization
  • Data integrity and security practices
  • Process improvement
  • TCP/IP
  • Data recovery
  • Incident Management
  • Cloud applications deployment (SAP)
  • Continuous process improvement

Work Experiences

  • Increased company revenue by 10% beyond several months targets by upselling products and services.
  • Addressed user-reported issues.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 14 new accounts.
  • Built rapport with non-technical end-users.
  • Automated manual support processes which saved 17 work hours per week across the support team.
  • Assisted in the migration of legacy systems.
  • Assisted in the migration of legacy systems to process, avoiding downtime and improving system efficiency by 48% over one year.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Collaborated with a multidisciplinary IT team.
  • Achieved reduction over one year.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Application Support Technician is a multi-talented Application Support Technician who is consistently rewarded for planning and operational improvements.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Balanced technical proficiency and communication skills.
  • Adept at troubleshooting complex Asana and software issues.
  • Avoided downtime during transition.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Achieved greater efficiency in ticket management.
  • Achieved 43% first-time resolution rates.
  • Application Support Technician with 14 years of successful quality assurance and vendor management experience.

Accomplishments

  • Led daily monitoring of application environments using initiative, proactively identifying and resolving issues, reducing reactive support requests by 78%.
  • Authored over 18 knowledge base articles and created step-by-step user guides, improving first-call resolution rates by 65% within two years.
  • Reduced application error rates by 50% through continuous improvement initiatives, including code troubleshooting and system optimization.
  • Trained incoming support technicians on Active Directory processes, reducing new team member time-to-productivity by 34%.
  • Provided expert support for the MS Office Suite for 10 users, reducing recurring software issues by 15%.
  • Worked alongside a team to manage an emergency incident, restoring access to SAP within 6 months, reducing business impact significantly.
  • Led training sessions for 15 end-users on new software implementations, reducing their IT support tickets by 40%.
  • Performed Active Directory setups, password resets, and account management for over 2 users, ensuring compliance with company security policies.
  • Implemented a monitoring system for key application services that enabled proactive maintenance, leading to a 57% decrease in downtime incidents.
  • Provided remote application support to users across 8 locations, cutting local support costs by $102,000 annually.

Affiliations

  • ITIL Foundation Certification in IT Service Management from Brightline - Completed in 2017
  • Jaycees
  • TechServe Alliance - Participant in IT solutions workshops
  • CISCO Certified Network Associate (CCNA) - Certification achieved 2019
  • Association of Information Technology Professionals (AITP) - Active since 2018
  • Freemason
  • Member of Red Hat Certified Engineers (RHCE) Organization
  • International Council of Nurses
  • ServiceNow Certified System Administrator - Acquired in 2021
  • Toastmasters

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • ITIL Foundation Certification in IT Service Management
  • HDI Technical Support Professional Certification
  • Certified Information Systems Auditor (CISA)
  • CompTIA Network+
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • First Aid/CPR Certified
  • Certified Service Desk Manager (SDM)
  • CompTIA IT Fundamentals (ITF+)
  • Google Certified Professional Cloud Architect

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