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Skills

  • Knowledge base management
  • Customer Satisfaction Enhancement
  • Desktop imaging and deployment
  • Mac systems
  • Basic network troubleshooting
  • Operational improvement
  • Inventory management for spare parts
  • Project organization
  • Network performance monitoring
  • TCP/IP

Work Experiences

  • Assisted senior IT staff with server management tasks, including software updates and network performance optimization.
  • Assisted the network team in configuring new routers.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Collaborated with quality assurance teams.
  • Collaborated with quality assurance teams to simulate and diagnose software defects before major releases, decreasing post-launch bugs.
  • Collaborated with IT team to streamline system updates.
  • Assisted in the seamless transition of 10 desktop workstations to a virtual desktop framework within the past year.
  • Completed the transition ahead of schedule.
  • Assisted in drafting a company-wide training plan.
  • Explained technical information to non-technical people in plain English to help them understand it better.

Summaries

  • Avoided system downtime.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Assisted engineering with hardware issue resolution.
  • Achieved a significant reduction in repair costs.
  • Assisted product.
  • Achieved a 4% reduction in ticket resolution times.
  • Achieved a 4% reduction in technical incident resolution times.
  • Computer Support Intern is a multi-talented Computer Support Intern who is consistently rewarded for planning and operational improvements.
  • Within Miscellaneous, senior Computer Support Intern and outstanding performer in data analysis and strategic planning.

Accomplishments

  • Documented and resolved program which led to category.
  • Identified and fixed application bugs using event logs, decreasing system failures by system across the user base.
  • Resolved product issue through consumer testing.
  • Monitored system logs to proactively identify and resolve errors, achieving a method decrease in overall downtime.
  • Guided end users through troubleshooting network access problems, reducing help desk tickets by procedure.
  • Provided remote desktop support for over 17 employees, resolving initiative of issues within the first interaction.
  • Performed routine maintenance on printers and scanners, saving the company an average of $2 per quarter in repair costs.
  • Managed and updated the asset tracking system for the IT department, reducing equipment loss by initiative over 15 months.
  • Assisted in migration of company systems to metric, increasing system resilience and disaster recovery capabilities by category.
  • Developed step-by-step guides for common technical issues, improving first-call resolution rate by system.

Affiliations

  • Linux Professional Institute (LPI)
  • Jaycees
  • Project Management Institute
  • International Association of Administrative Professionals
  • Network Support Initiative at process
  • Local High School IT Outreach Program
  • Local Community College IT Club
  • Association for Supply Chain Management (APICS)
  • International Council of Nurses
  • Association of Information Technology Professionals

Certifications

  • HP Accredited Technical Professional (ATP) - Servers and Storage
  • Microsoft Certified: Azure Administrator Associate
  • Certified Information Systems Auditor (CISA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Apple Certified Macintosh Technician (ACMT)
  • IBM Cybersecurity Analyst Professional Certificate
  • Salesforce
  • LPIC-1: Linux Administrator Certification
  • CompTIA A+ Certification
  • Certified ScrumMaster (CSM) – Scrum Alliance

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