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Skills

  • Exceptional telephone etiquette
  • Hardware Configuration
  • Administrative support
  • RFI Scanners
  • Cross-functional team collaboration
  • Equipment repair
  • Method debugging
  • Team management
  • Project organization
  • MS Office

Work Experiences

  • Helped end-users with software and hardware troubleshooting to figure out what was wrong with their systems.
  • Researched, documented, and escalated support cases to higher levels of support when I was unable to resolve issues using available resources.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.
  • Achieved results within 6 months.
  • Addressed 7 potential threats.
  • Achieved a 25% success rate in post-installation audits.
  • Wrote whitepapers, user manuals, implementation documentation, and support base entries, among other technical documents.
  • Built and configured virtual private networks (VPN) for 7 remote users, which improved work-from-home security and connectivity for geographically dispersed teams.
  • Installed and configured printers and scanners, as well as resetting default device passwords to prevent cyber attacks.
  • Advised customers and users on required maintenance practices for various software systems for OEM warranty requirements and industry best practices.

Summaries

  • Performance reporting Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Client relations and risk assessment abilities are exceptional.
  • Framework, standard, and procedure are all available.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Business Systems Technician.
  • Business Systems Technician with superior understanding and knowledge of ServiceNow and Tableau in a HubSpot environment.
  • Six Sigma certified
  • Cross-functional collaboration in procedure settings and strategic planning in performance reporting settings.
  • Business Systems Technician who is dependable and has 9 years of helpdesk experience.
  • Active leader with excellent communication and collaboration skills.
  • Good troubleshooting, diagnostic, and repair skills, as well as a systematic approach and strong attention to detail.

Accomplishments

  • Authored technical user guides for staff and clients, aiding in swift onboarding and contributing to a 52% reduction in post-launch inquiries.
  • Drove successful deployment and ongoing management of remote monitoring solutions, improving system fault detection accuracy by 39%.
  • Analyzed client feedback to enhance system configurations, leading to a 81% improvement in user satisfaction scores for Power BI.
  • Maintained up-to-date project documentation and system manuals, reducing dependency on customer support and streamlining team handovers by 31%.
  • Developed and tested backup solutions to ensure system reliability, achieving 16% compliance with data recovery protocols during audits.
  • Implemented system redundancy solutions that ensured business continuity, reducing downtime for mission-critical services by 57% during outages.
  • Identified opportunities for automation in routine technical support processes, reducing ticket resolution time from 12 hours to 16 hours.
  • Consulted with senior executives to prioritize IT development projects, driving a 38% decrease in technical debt while increasing goal delivery efficiency.
  • Trained junior technicians in diagnosing hardware failures, improving team resolution time by 15% and decreasing reliance on external support contracts.
  • Automated routine system monitoring tasks using Power BI, freeing up 31% of operations team time for more strategic tasks.

Affiliations

  • Contributor to the Institute of Electrical and Electronics Engineers (IEEE) conferences discussing the latest in hardware upkeep and system performance analysis.
  • Member of the International Society for Technology in Education (ISTE), supporting educational initiatives in business technology strategy design.
  • Member of the Association for Computing Machinery (ACM), regularly attending seminars relevant to systems vulnerability identification and resolution since 2016.
  • Regular attendee of the annual Enterprise Architecture Summit, learning and applying emerging technologies in business systems integration and infrastructure scalability.
  • Member of the Business Architecture Guild since 2024, engaging in webinars on cross-functional team collaboration and interdepartmental systems communication.
  • Active in the Systems and Networks Engineers Gala (SNEG), participating in forums on innovations in disaster recovery planning and system restoration improvements.
  • Completed membership training under the Technology Business Management Council (TBM), focusing on strategies for integrating cost management into IT developments.
  • Volunteer mentor for Junior Achievement, leading workshops on business systems solutions and career pathways for students interested in technology roles.
  • Certified in IT Infrastructure Library (ITIL) Foundations, completed professional development webinars focusing on service management and process automation.
  • Association for Information Systems (AIS) member, collaborating on research initiatives related to database technologies and business process automation.

Certifications

  • Cisco Certified CyberOps Associate
  • Google IT Support Professional Certificate
  • CompTIA Network+ Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified DevNet Associate
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • Certified Public Accountant (CPA)
  • PMI Project Management Professional (PMP)
  • SAP Certified Technology Associate
  • Certified Information Security Manager (CISM)

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