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Skills

  • Hardware diagnostics and repair
  • Product development
  • Client relationship management
  • Automation of data backups
  • Project organization
  • End-user training and technical guidance
  • First-Contact Resolution
  • Operational analysis
  • Installation
  • Problem resolution

Work Experiences

  • Corrected potential security vulnerabilities.
  • Created quick-step procedures for resolving recurring issues.
  • Achieved results within 6 months.
  • Automated client data backups using ServiceNow.
  • Addressed Tableau bugs.
  • Achieved a 44% reduction in support tickets.
  • Collaborated with product engineering teams.
  • Created a self-resolution guide.
  • Achieved 25% faster ticket resolution times.
  • Achieved system over one year.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Adept in partnering with cross-functional teams to resolve product-related bugs and implement patches, successfully driving down client-reported issues by 80%.
  • Manages all aspects of design and production to produce long-lasting, high-quality goods.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Client Technician Support Associate with 8 years of successful client relations and strategic planning experience.
  • Engineering Technician with a focus on quality control.
  • Achieved average incident resolution time reduction by 10%.
  • Adept at diagnosing software and hardware issues.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Effective Client Technician Support Associate with process improvement expertise and standard skills.

Accomplishments

  • Maintained and optimized server configurations for 2 clients, increasing server uptime by 56% and reducing performance complaints.
  • Key technician in facilitating the smooth transition of Asana hardware upgrades for Beacon Labs, aligning with a 9% budget reduction.
  • Established and managed support operations for 18 clients undergoing ServiceNow installations, reducing setup time by 47%.
  • Partnered with the quality assurance team to test and resolve Workday issues, lowering critical issue reoccurrence rates by 28%.
  • Trained 8 clients on new software products via webinars and one-on-one sessions, increasing product adoption rates by 43%.
  • Utilized ticket-tracking software such as QuickBooks to manage over 11 incoming inquiries weekly, with a resolution rate of 62%.
  • Reduced average handle time (AHT) on support tickets by 42% following the initiation of a revised ticket prioritization model.
  • Completed and reviewed Power BI system backups for 9 clients, achieving a 56% reduction in data loss incidents.
  • Led the deployment of patch updates for Salesforce involving 9 clients, significantly lowering downtime and user-reported inefficiencies by 29%.
  • Provided tier 1 and tier 2 technical support services using Salesforce to resolve over 3 issues monthly, achieving an average customer satisfaction score of 70%

Affiliations

  • Service Desk Institute (SDI)
  • International Association of IT Asset Managers (IAITAM)
  • Society of Human Resource Management
  • Certified Information Systems Security Professional (CISSP) Alumni Group
  • CompTIA Member
  • Certified Desktop Support Technician (CDST) Network
  • Project Management Institute
  • Linux Professional Group
  • Society of Women Engineers
  • International Council of Nurses

Certifications

  • ServSafe
  • CompTIA A+
  • CompTIA Linux+
  • Certified Public Accountant
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Cloud+
  • ServiceNow Certified System Administrator
  • CompTIA Network+
  • ITIL 4 Foundation
  • SANS GIAC Certified Incident Handler (GCIH)

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