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Skills

  • Hardware installation and maintenance
  • Downtime minimization
  • Cloud Services (program)
  • Technical issues analysis
  • MS Office
  • Business operations
  • Client Systems Advising
  • Firewall and VPN Support
  • Software diagnosis
  • Enterprise Software Deployment (QuickBooks)

Work Experiences

  • Collaborated with cross-functional teams to design and implement a company-wide file-sharing protocol, boosting team productivity by 25%.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 16 new accounts.
  • 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.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Kept track of running systems and entered commands to troubleshoot issues like standard and procedure.
  • Built and maintained a knowledge repository for frequent software and hardware issues that reduced the average issue resolution time by 12 minutes.
  • Accomplished this in 2016.
  • Achieved restoration in under several months.
  • Used budget management and strategic planning to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Assessed and redesigned workflow processes to cut ticket backlog by 16% over the last 6 months.

Summaries

  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Adept at optimizing the incident triaging process.
  • Collaborated with various departments to successfully roll out efficient system protocols, reducing frequent file-sharing issues and boosting team productivity by 39%.
  • Adaptable Computer Support Analyst with experience improving network configuration and system maintenance protocols leading to increased system security and reliability over the past year.
  • Computer Support Analyst with 16 years of successful vendor management and workflow optimization experience.
  • Effectively troubleshoots and resolves issues on its own.
  • Adept at technical troubleshooting.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Achieved results in the last one year.
  • Tableau expert and Asana user.

Accomplishments

  • Automated regular system health checks, reducing manual intervention by 80% and identifying issues within the past year.
  • Worked closely with software developers to troubleshoot compatibility issues, reducing product downtime by 53% and ensuring on-time project delivery.
  • Developed in-depth training programs for employees on HubSpot, improving adoption and reducing tech-related issues by 15% over one year.
  • Designed, implemented, and managed file-sharing protocols across company departments, improving collaboration and data access efficiency by 67%.
  • Resolved 15 complex hardware and software escalations, achieving a 45% customer satisfaction rating within three years.
  • Resolved product issue through consumer testing.
  • Collaborated with vendors and internal teams to manage migrations to QuickBooks, reducing transition time by 72% and enhancing functionality.
  • Reduced operational costs by $12 annually by identifying and eliminating redundant software licenses, and renegotiating more favorable contracts with vendors.
  • Created detailed technical documentation for internal knowledge base, reducing repetitive support calls by 43% and training time for new hires.
  • Collaborated with cybersecurity teams to ensure daily operations met all method data privacy requirements, achieving audit readiness for PMP compliance.

Affiliations

  • Rotary International
  • International Association of Administrative Professionals
  • Cloud Security Alliance (CSA)
  • Association for Supply Chain Management (APICS)
  • Help Desk Institute (HDI)
  • Amazon Web Services (AWS) Certified User Groups
  • VMware User Group (VMUG)
  • Association for Computing Machinery (ACM)
  • Computer Technology Industry Association (CompTIA) Affiliate
  • Institute of Electrical and Electronics Engineers (IEEE) Computer Society

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Red Hat Certified System Administrator (RHCSA)
  • Microsoft Certified: Azure Administrator Associate
  • Certified Information Systems Auditor (CISA)
  • Certified Hardware Asset Management Professional (CHAMP)
  • ServiceNow Certified System Administrator
  • CompTIA Cloud+ Certification
  • Apple Certified Technical Coordinator (ACTC)
  • Support Center Team Lead (SCTL) Certification
  • Cisco Certified Network Professional (CCNP)

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