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Skills

  • Project management
  • Data entry
  • Team building
  • Regulatory compliance
  • Organization
  • Software diagnosis
  • Staff education and training
  • Client relations and retention
  • Client Satisfaction Improvement
  • Data recovery

Work Experiences

  • Kept track of running systems and entered commands to troubleshoot issues like system and metric.
  • Achieved Employee of the Year for exceptional resolution of technical issues.
  • Achieved a 37% reduction in overall resolution time.
  • Communicated directly with C-level executives and stakeholders to present reports on tech support performance and service improvements.
  • Used strategic planning and performance reporting to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Achieved this over two years.
  • Cut server-related costs by $4.
  • Authored over 7 technical guides.
  • Coordinated with development teams.
  • Contributed to improved overall team expertise.

Summaries

  • Achieved a 16% reduction in manual efforts.
  • Competent Computer Support Consultant with experience assisting process users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Achieved a 85% reduction in client downtime.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Strengths in data analysis and project management backed up by Miscellaneous training.
  • Achieved annual infrastructure cost savings of $3.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Promotes project management and stakeholder engagement skills that are dynamic.
  • Client-focused Computer Support Consultant.
  • Subject matter expert on Adobe Creative Suite with exceptional skills and knowledge in workflow optimization.

Accomplishments

  • Led the deployment of new system integrations, decreasing manual input errors by 66% and reducing time spent on data management by three years.
  • Enhanced technical support ticketing procedures, reducing average response time by three years.
  • Documented and resolved procedure which led to method.
  • Successfully transitioned 14 clients to a remote support system, reducing onsite visits by 80% while maintaining service efficiency.
  • Successfully managed escalations for 14 critical accounts and resolved issues within 6 months, maintaining a 53% retention rate.
  • Trained 17-plus staff members on new system updates, significantly improving software adoption rates by 49%.
  • Instituted a system for proactive system monitoring, leading to a 84% decrease in unforeseen system outages.
  • Collaborated with cross-functional teams to design support workflows, improving response times by 71%.
  • Collaborated in the testing and deployment of Asana, reducing system downtime during upgrades by 33%.
  • Guided 6 client engineers through resolution of complex technical issues, improving first-contact resolution rates by 22%.

Affiliations

  • Society for Information Management (SIM) - Mentorship Program Participant
  • Association of Information Technology Professionals
  • Association for Computing Machinery (ACM)
  • Certified Network Professional (CNP) from procedure
  • Jaycees
  • Lions Club
  • International Association of Administrative Professionals
  • Rotary International
  • National Association of Social Workers
  • Wireshark Certified Network Analyst (WCNA) Training & Affiliation

Certifications

  • Certified Public Accountant
  • Cisco Certified Entry Networking Technician (CCENT)
  • Certified Ethical Hacker (CEH)
  • Microsoft Certified: Dynamics 365 Fundamentals
  • HDI Support Center Analyst
  • Apple Certified Associate (ACA)
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • Red Hat Certified System Administrator (RHCSA)
  • Certified IT Support Technician (CITST)
  • SHRM Senior Certified Professional (SHRM-SCP)

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