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Skills

  • Configuration of classroom AV systems
  • Expertise in category
  • Cloud-based software support (e.g., system)
  • Application support
  • MS Office
  • Lab equipment management and scheduling
  • Problem resolution
  • Effective collaboration with IT departments
  • Customer-focused technical support
  • Developing technical tutorials and e-learning materials

Work Experiences

  • Achieved energy savings in 2019.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Administered Six Sigma-compliant security procedures, protecting sensitive academic data housed on shared workstations.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Configured 17 lab workstations.
  • Achieved results over a 13 months timeframe.
  • Assisted faculty and students by troubleshooting connectivity issues, increasing uptime of classroom technology by 45%.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Led a support team that assisted an average of 3 users globally in a 24/7 support environment as a level-three supervisor.
  • Assisted in managing lab security, ensuring that all systems remained compliant with university-wide cybersecurity protocols.

Summaries

  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Achieved a resolution rate of 67% for daily technical issues.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Specializes in metric and system product troubleshooting.
  • Assisted with network setups and multimedia stations.
  • Achieved high-resolution rates on technical issues.
  • Computer Lab Attendant is a multi-talented Computer Lab Attendant who is consistently rewarded for planning and operational improvements.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Documented and resolved system which led to method.
  • Successfully implemented a ticketing system for lab issue resolution, cutting average student wait times by 74%.
  • Assisted in the preparation and setup of standard labs for events, reducing setup time by 9%.
  • Collaborated with various campus departments to ensure lab technology met specific course requirements, enhancing academic outcomes.
  • Performed troubleshooting on peripheral devices such as printers, keyboards, and monitors, maintaining a 51% operational uptime.
  • Resolved product issue through consumer testing.
  • Implemented software patches and upgrades across 5 systems, reducing security threats by 34%.
  • Identified and resolved hardware and software bottlenecks, contributing to a 57% improvement in system performance.
  • Optimized lab resource allocation by analyzing usage patterns, resulting in a 65% reduction in system idle time.
  • Documented lab incidents and established troubleshooting guides that improved response efficiency by 52%.

Affiliations

  • Amazon Web Services Training and Certification Alumni
  • National Association of Colleges and Employers (NACE) – Tech Internship Program
  • ISSA (Information Systems Security Association)
  • American Medical Informatics Association
  • Certified Technology Specialist (CTS) from AVIXA
  • Jaycees
  • IEEE Computer Society
  • Association for Computing Machinery
  • Freemason
  • SANS Institute cybersecurity education affiliations

Certifications

  • Microsoft Certified Solutions Associate (MCSA)
  • Certified Information Systems Auditor (CISA)
  • Certified Computer Technician (CCT) by Vantage
  • Certified Support Technician (CST)
  • Certified in Cybersecurity (CC)
  • Apple Certified Associate (ACA)
  • Amazon Web Services (AWS) Certified Solutions Architect
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant (CPA)

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