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Skills

  • TCP/IP
  • Clear technical communication
  • Operational improvement
  • Hardware maintenance
  • MS Office
  • Project organization
  • Process improvement
  • Active Directory Management
  • Application support
  • Network configuration

Work Experiences

  • Assisted in the installation and setup of 14 new computers annually across multiple departments with minimal disruption to daily operations.
  • Collaborated with cross-functional teams to review and optimize software integrations, resulting in reducing compatibility issues by 28%.
  • Led a support team that assisted an average of 12 users globally in a 24/7 support environment as a level-three supervisor.
  • Used stakeholder engagement and project management to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Collaborated with IT and software engineering teams to configure new workstations, improving onboarding efficiency by 85%.
  • Applied OS patches and security updates to critical servers.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Worked closely with Jira and Adobe Creative Suite users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Analyzed incoming help desk tickets to identify recurring issues, resulting in the rollout of preventative software solutions that decreased common errors by 31%.

Summaries

  • Achieved this in 2022.
  • Subject matter expert on Workday with exceptional skills and knowledge in performance reporting.
  • Collaborated with cross-functional IT teams.
  • Effectively troubleshoots and resolves issues on its own.
  • Computer Aide is a multi-talented Computer Aide who is consistently rewarded for planning and operational improvements.
  • Specializes in framework and metric product troubleshooting.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Adept at resolving complex hardware issues.
  • Competent Computer Aide with experience assisting category users with a wide range of computer, mobile device, and peripheral equipment issues.
  • A self-motivated IT troubleshooter with over 11 years of experience delivering top-notch support across various software platforms and hardware configurations.

Accomplishments

  • Reduced response times for end-user tickets by 76% through effective management of a tiered support system.
  • Assisted in the development and rollout of data protection policies, contributing to achieving ITIL compliance.
  • Advised on system upgrades and purchases, saving the company 4 through improved procurement processes.
  • Collaborated with cross-functional teams to review and optimize software integrations, reducing compatibility issues by 69%.
  • Used metric to evaluate system performance and troubleshoot connectivity issues, reducing downtime by 42%.
  • Managed and maintained hardware inventory, improving system procurement efficiency, saving 6 in annual expenses.
  • Performed scheduled virus and malware scans, reducing system infection rates by 72%.
  • Configured, installed, and maintained software applications—allowing for adoption of Power BI, which improved task completion rates by 40%.
  • Ensured full compliance with enterprise-wide documentation standards, reducing audit findings by 53% during 2021.
  • Ran diagnostic tests using Jira, identifying issues that resulted in a 54% reduction in troubleshooting time over two years.

Affiliations

  • Cloud Native Computing Foundation (CNCF) Member
  • ISACA – Information Systems Audit and Control Association
  • Cybersecurity & Infrastructure Security Agency (CISA)
  • International Association of Administrative Professionals
  • National Society of IT Service Management (NSITSM)
  • Project Management Institute
  • Computer Aid, Inc. Alumni Group
  • Toastmasters
  • Help Desk Institute (HDI)
  • American Medical Informatics Association

Certifications

  • Certified ScrumMaster (CSM)
  • Cisco Certified Network Associate (CCNA)
  • Linux Professional Institute (LPI) Certification
  • Certified Ethical Hacker (CEH)
  • CompTIA Security+
  • Microsoft Certified: Windows Server Administration Fundamentals
  • SHRM Certified Professional (SHRM-CP)
  • Certified Virtualization Expert (CVE)
  • Certified Information Systems Auditor (CISA)
  • Microsoft Certified: Azure Fundamentals

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