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Skills

  • Software upgrades
  • Change management and process adaptation
  • Problem resolution
  • Hardware Configuration
  • Hardware diagnosis
  • Communications
  • Application installations
  • Service desk support
  • Technical report writing
  • Relationship development

Work Experiences

  • Achieved 46% improvement in processing speed.
  • Assessed network performance using Microsoft Excel.
  • Collaborated with the QA team.
  • Repaired network hardware components such as firewalls, routers, and process devices.
  • Collaborated with the QA team to design and implement a new testing protocol for Salesforce, reducing post-launch bugs by 15%.
  • Achieved a 80% reduction in escalations over 2019.
  • Achieved a 69% improvement in server reliability.
  • Automated daily systems health checks using Power BI, leading to a 79% reduction in manual errors.
  • Conducted beta testing for Salesforce.
  • Maintained my cool and patience by employing de-escalation techniques and providing positive customer support in the face of difficult customer situations.

Summaries

  • Assistant Technical Service Engineer and team leader with 3 years of experience in program settings.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Talented framework Support Engineer with a track record of positively impacting workflow optimization through the application of abilities, drive, and technical skills.
  • Workflow optimization Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Concerned about usability and security issues.
  • Method, system, and standard are all available.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Assistant Technical Service Engineer.
  • Results-oriented Miscellaneous professional with data analysis, risk assessment, and stakeholder engagement strengths.
  • Assistant Technical Service Engineer with budget management and quality assurance abilities.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.

Accomplishments

  • Managed disaster recovery testing, ensuring that operational processes were executed efficiently during metric, reducing recovery timeframes by 54%.
  • Mentored 18 junior engineers in tool automation, leading to a 62% improvement in the team’s productivity and technical troubleshooting skills.
  • Assessed and resolved post-upgrade performance issues, ensuring that Adobe Creative Suite was running optimally and maintaining client satisfaction at 53% after deployment.
  • Reduced on-site diagnostics time by 54% after training 14 field engineers in optimized technical procedures, improving team productivity.
  • Developed scripts that automated recurring tasks, leading to a 84% reduction in manual work hours and accelerating project completion timelines.
  • Coordinated with vendors for hardware replacements and updates, minimizing equipment downtime and reducing mean time to recovery (MTTR) by 55%.
  • Developed and maintained technical documentation, making it easier for junior engineers to reduce system troubleshooting time by 41%.
  • Directed software/hardware testing initiatives for SAP, reporting actionable feedback that reduced support tickets post-launch by 79%.
  • Identified key vulnerabilities within a Power BI, recommending solutions that reduced the overall risk of network penetration by 69%.
  • Created and executed system stress tests, identifying performance bottlenecks early and facilitating pivotal system improvements that reduced incidents by 17%.

Affiliations

  • Regular attendee of Summit Group's annual symposium on automation scripting and process modernization.
  • Regular contributor to online forums and webinars hosted by the International Association Of Technical Engineers (IATE), sharing knowledge on troubleshooting best practices.
  • Collaborated with the National Association of Power Engineers (NAPE) as a technical advisor, sharing knowledge on energy systems maintenance.
  • Part of Chicago's Chapter of the Service Desk Institute, with an aim of constantly improving customer-facing technical delivery standards.
  • Active member of the National Computer Support Professionals Network (NCSPN), regularly exchanging solution-oriented troubleshooting approaches.
  • Member of the Institution of Engineering and Technology (IET), actively participating in technical skills development workshops.
  • Member of the International Software Testing Qualifications Board (ISTQB), gaining certification and contributing to test-driven development techniques.
  • Certified professional in PMP under the International Association of Engineering Inspections (IAEI).
  • Professional member of the Society of Maintenance and Reliability Professionals (SMRP), participating in events to enhance technical troubleshooting efficiencies.
  • Served in leadership positions within the initiative Chapter of the Association for Computing Machinery (ACM), organizing skill-building seminars.

Certifications

  • Certified Maintenance & Reliability Professional (CMRP)
  • CompTIA Network+ Certified
  • Association for Project Management (APM)
  • ServSafe
  • Certified Wireless Network Administrator (CWNA)
  • Certified Information Systems Auditor (CISA)
  • Project Management Professional (PMP)
  • Microsoft Office Specialist (MOS)
  • Certified Linux Administrator (CLA) - SUSE
  • SHRM Certified Professional (SHRM-CP)

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