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Skills

  • TCP/IP
  • Networking and VPN support
  • First Aid/CPR
  • Customer satisfaction increase (35%)
  • Technical support
  • Staff education and training
  • Organization
  • Standard, 2020
  • Connection issue diagnostics (Wi-Fi, LAN, Internet)
  • Customer service expert

Work Experiences

  • Achieved zero downtime during deployment.
  • Collaborated with IT leads to simplify processes.
  • Achieved results across a 6 months period.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Worked closely with Salesforce and Adobe Creative Suite users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Communicated issues to upper management.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 4 new accounts.
  • Addressed issues between Adobe Creative Suite and internal applications.

Summaries

  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Adept at delivering tailored, one-on-one support to ease software rollout for 17 users and maintaining 28% adoption rates. Recognized for guiding users through complex system changes with minimal disruption.
  • Adept at delivering tailored, one-on-one support.
  • Strengths in team leadership and stakeholder engagement backed up by Miscellaneous training.
  • Within Miscellaneous, senior Computer Helpdesk Technician and outstanding performer in performance reporting and cross-functional collaboration.
  • Analytical Computer Helpdesk Technician adept at identifying patterns in recurring technical issues. Implemented proactive solutions, resulting in a reduced need for hardware replacements and a cost savings of $11 annually.
  • Costs were consistently reduced while profits were increased.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved recognition for excellence in remote user support.
  • Accomplished technician recognized for initiating feedback mechanisms that increased survey participation by 37%, allowing for more data-driven process improvements. Dedicated to maintaining high-quality service standards.

Accomplishments

  • Performed preventative maintenance on 14 company-wide systems, reducing the need for costly on-site repairs by 63%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Partnered with external vendors to replace failing hardware components, reducing system downtime for affected users by 18 months.
  • Resolved product issue through consumer testing.
  • Oversaw the migration of legacy systems to metric, providing training and ongoing support for 3 end-users for seamless adoption.
  • Provided real-time troubleshooting assistance for users experiencing software malfunctions, reducing average resolution time by 63%.
  • Trained 15 newly hired helpdesk technicians in troubleshooting procedures, improving system response times across the team by 83% over several months.
  • Reduced average handle time of support tickets by 59% through the optimization and standardization of internal procedures.
  • Provided after-hours support for critical system failures, ensuring immediate resolution for business continuity without interruption.
  • Reduced connection issues related to Wi-Fi and LAN configurations, achieving a 41% improvement in downtime reduction.

Affiliations

  • ISACA IT Governance & Support Professional
  • Apple Certified Support Professional (ACSP)
  • American Medical Informatics Association
  • Microsoft IT Academy - 2017 Certification Participant
  • Project Management Institute (PMI) - Helpdesk Focus Group
  • Association for Computing Machinery (ACM)
  • LinkedIn Professional IT Service Support Group
  • SANS Institute Cybersecurity Training & Awareness
  • Help Desk Professional Network (HDPN)
  • Freemason

Certifications

  • Certified Support Professional (CSP) initiative
  • Apple Certified Associate (ACA)
  • Google Certified Professional Cloud Architect
  • Salesforce
  • Certified Linux Administrator (CLA)
  • CompTIA Cloud+
  • CompTIA IT Operations Specialist (CIOS) Stackable Certification
  • CompTIA A+ Certification
  • VMware Certified Technical Associate - Data Center Virtualization (VCTA-DCV)
  • Microsoft Certified: Power Platform Fundamentals

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