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Skills

  • Supervision
  • Team management
  • Organization
  • Software diagnosis
  • Application support
  • Cross-functional collaboration
  • Customer service expert
  • Hardware installation and maintenance
  • Data Privacy Compliance (system)
  • Business operations

Work Experiences

  • Collaborated on IT infrastructure upgrades.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Achieved key KPIs over 6 months.
  • Audited end-user systems for compliance.
  • Assessed workflow processes.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Increased company revenue by 8% beyond two years targets by upselling products and services.
  • Acted as a liaison between metric and in-house teams.
  • Achieved Outstanding Service Award for exceptional service after reducing ticket time resolution by 10% in 2022.
  • Achieved results over the last one year.

Summaries

  • Permissions, filters, and file sharing are all skills she possesses.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Adept at technical troubleshooting.
  • Computer Support Analyst is a multi-talented Computer Support Analyst who is consistently rewarded for planning and operational improvements.
  • Adaptable Computer Support Analyst.
  • Excellent Computer Support Analyst with 16 years of experience providing exceptional support to users at all levels.
  • Clear understanding of performance reporting and cross-functional collaboration as well as vendor management training.
  • Excellent process improvement and risk assessment knowledge.
  • Adept at optimizing the incident triaging process.
  • Adaptable Computer Support Analyst with experience improving network configuration and system maintenance protocols leading to increased system security and reliability over the past year.

Accomplishments

  • Successfully managed and resolved network-wide outage within one year, restoring full service and preventing further loss of business operation.
  • Collaborated with cybersecurity teams to ensure daily operations met all method data privacy requirements, achieving audit readiness for PMP compliance.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed in-depth training programs for employees on HubSpot, improving adoption and reducing tech-related issues by 15% over one year.
  • Improved network security and reduced attack surface by implementing multi-factor authentication across all devices, resulting in a 45% decrease in unauthorized access attempts.
  • Created detailed technical documentation for internal knowledge base, reducing repetitive support calls by 43% and training time for new hires.
  • Collaborated with vendors and internal teams to manage migrations to QuickBooks, reducing transition time by 72% and enhancing functionality.
  • Maintained an inventory of IT assets and performed routine compliance audits, reducing incidents of lost hardware by 33% in 2016.
  • Decreased average ticket resolution time by 36% by introducing proactive system monitoring and prioritization based on user impact.
  • Documented and resolved metric which led to system.

Affiliations

  • Association for Supply Chain Management (APICS)
  • American Medical Informatics Association
  • Institute of Electrical and Electronics Engineers (IEEE) Computer Society
  • National Society of Computer Networking Engineers
  • Lions Club
  • Project Management Institute
  • Jaycees
  • Certified Patch Management Specialists (CPMS) Network
  • Technology Association of Raleigh
  • Information Technology Infrastructure Library (ITIL) Practitioner Community

Certifications

  • CompTIA Security+
  • CompTIA Security+ Certification
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • HDI Support Center Analyst (HDI-SCA)
  • Salesforce
  • Certified Information Systems Auditor (CISA)
  • CompTIA Network+
  • Certified ScrumMaster (CSM)
  • Certified Information Security Manager (CISM)
  • Apple Certified Associate (ACA)

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