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Skills

  • Relationship development
  • Data backup and recovery
  • First Aid/CPR
  • Desktop support
  • Incident Response
  • Business operations
  • Problem resolution
  • Root cause analysis
  • Technical issues analysis
  • Team leadership and development

Work Experiences

  • Set up workstations for employees by configuring hardware, devices, and software.
  • Achieved a 30% reduction in performance issues.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Led a support team that assisted an average of 17 users globally in a 24/7 support environment as a level-three supervisor.
  • Increased company revenue by 10% beyond two years targets by upselling products and services.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Worked closely with ServiceNow and Jira users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Achieved a 95% satisfaction rating from users.
  • Achieved a 50% increase in data transfer speeds.

Summaries

  • Adept at introducing automated diagnostic tools that reduce troubleshooting time per issue by 69%, enhancing overall lab efficiency.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved results over several months.
  • Boosted system performance by 32%.
  • Strengths in data analysis and team leadership backed up by Miscellaneous training.
  • Cloud computing and server migration expert.
  • Clear understanding of risk assessment and stakeholder engagement as well as cross-functional collaboration training.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Analytical Computer Lab Manager with expertise in network troubleshooting and hardware maintenance, ensuring smooth lab operations and minimizing disruptions.
  • Adapt at handling high-priority incidents, ensuring quick resolution and sustained system availability for 11 users.

Accomplishments

  • Managed and trained a team of 3 lab assistants, increasing the overall efficiency of the lab for student use.
  • Collaborated with department heads to implement new lab modules involving Adobe Creative Suite, boosting student enrollment in related courses by 19%.
  • Collaborated with faculty on lab curriculum development, incorporating QuickBooks advancements and delivering guest lectures on performance reporting.
  • Provided 24/7 on-call support during the critical metric period, maintaining uninterrupted access to 18 workstations for 6 months.
  • Proactively monitored and maintained lab safety procedures, receiving Top Performer from method in 2016.
  • Reduced IT budget expenditure by 49% annually through the evaluation of cost-effective vendor solutions and extended warranty negotiations.
  • Served as the primary technical advisory for 2 cross-department IT projects, ensuring alignment with lab capabilities and budgets.
  • Conducted semi-annual software audits, ensuring compliance with licensing agreements and updating software versions across all systems.
  • Documented and resolved framework which led to program.
  • Migrated legacy software systems to process, achieving a 33% reduction in compatibility issues and system crashes.

Affiliations

  • American Medical Informatics Association
  • CompTIA – Certified in ITIL, with ongoing participation in skill development workshops related to hardware, networking, and IT compliance.
  • National Association of Educational Technology Professionals (NAETP) – Affiliated member involved in training programs for lab management best practices.
  • Lions Club
  • International Association of Administrative Professionals
  • Certified Educational Technology Leader (CETL) – Obtained to demonstrate proficiency in directing trusted technology setups aligning with institutional goals.
  • ISACA (Information Systems Audit and Control Association) – Working towards certification and attending workshops that align security protocols with lab IT procedures.
  • International Association of Computer Science and Information Technology (IACSIT) – Peer reviewer for conferences covering technological advancements in educational labs.
  • American Society for Engineering Education (ASEE) – Involved in panels around lab curriculum integration and the use of technology in engineering laboratories.
  • Association for Supply Chain Management (APICS)

Certifications

  • Microsoft Office Specialist (MOS) Expert
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Security+
  • ServSafe
  • Certified Public Accountant (CPA)
  • Microsoft Certified: Power Platform Fundamentals
  • EC-Council Certified Security Analyst (ECSA)
  • Certified Technology Manager (CTM)
  • Project Management Professional (PMP)
  • Advanced Linux System Administration Certification

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