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Skills

  • Staff education and training
  • Technical issues analysis
  • Technical troubleshooting
  • Problem resolution
  • Network diagnostics and performance tuning
  • First-call resolution strategy
  • End-user training
  • Business operations
  • Technical documentation
  • Process optimization

Work Experiences

  • Conducted monthly user training sessions.
  • Achieved resolution within the past year.
  • Audited existing helpdesk processes.
  • Collaborated with the development team to introduce automated diagnostic tools that increased issue detection accuracy by 31% and reduced tech support costs by $7.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Achieved results within several months.
  • Assisted in deploying enterprise software solutions.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Audited existing helpdesk processes and implemented new response protocols, cutting ticket backlog by 78% within several months.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.

Summaries

  • PMP and Scrum Master are proudly certified.
  • Achieved top-tier customer satisfaction ratings.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Consistently maintained sub-6 minute resolution times.
  • Competent Computer Support Representative with experience assisting framework users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Excellent performance reporting and risk assessment knowledge.
  • Consistent track record of reducing live wait times by over 16% through innovative support system enhancements, including the introduction of a call-back request feature.
  • Consistent track record of reducing live wait times.
  • Committed to resolving issues at first contact.
  • Adept at managing complex software and hardware issues through excellent troubleshooting, reducing ticket resolution times by as much as 34%.

Accomplishments

  • Assisted in rolling out a new help desk ticketing system, improving support workflow transparency and increasing SLA compliance by 51%.
  • Developed new ticket prioritization workflow, speeding up escalated case resolution by 25%.
  • Trained 7+ support representatives during a major software overhaul, improving team proficiency and lowering software-related tickets by 54%.
  • Resolved technical issues for 15 end-users daily, improving overall customer satisfaction by 79%.
  • Reduced time to resolve network outages by 34% through early intervention and improved diagnostic tools.
  • Implemented cost-effective software solutions that saved Brightline approximately $16 annually in licensing fees.
  • Developed user-friendly documentation and tutorials on SAP, reducing training-related tickets by 35%.
  • Collaborated with system to troubleshoot and resolve hardware failures, reducing defective returns by 6%.
  • Assessed user-reported bugs and escalated to the dev team, shortening patch deployment timelines by 57%.
  • Assisted in coordinating multi-location software deployments across 3 sites, ensuring zero major disruptions and meeting Beacon Labs deadlines.

Affiliations

  • Certified IT Support Professional from system
  • Society of Women Engineers
  • Involved with IT and Software Deployment Association (IT-SD)
  • Member of Remote Desktop Support Community Austin
  • Toastmasters
  • Member of International Association of Computer Support Specialists (IACSS)
  • Affiliated with Emergency Management and Support Services Group procedure
  • Active within Wireshark Certified Network Analyst Group
  • Affiliation with International Webmasters Association for Support Trends
  • Attendee of BMC Remedy User Group to enhance help desk ticketing approaches

Certifications

  • Certified Information Technology Manager (CITM) – EC-Council
  • Certified Network Support Professional (CNSP)
  • Google IT Support Professional Certificate
  • Google Workspace Administrator Certification
  • SHRM Certified Professional (SHRM-CP)
  • Certified Public Accountant
  • Google Cloud Associate Engineer Certification
  • ITIL Foundation Certification - Information Technology Infrastructure Library
  • ServSafe
  • CompTIA A+ Technician

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