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Skills

  • TCP/IP
  • Desktop support
  • Budgets
  • First Aid/CPR
  • Data recovery
  • Multilingual support Japanese proficiency
  • Problem resolution
  • Mac systems
  • Customer satisfaction metrics tracking
  • Time management

Work Experiences

  • Addressed performance and security concerns.
  • Communicated complex technical details to non-technical stakeholders.
  • Achieved a 55% reduction in setup times.
  • Achieved a 39% reduction in resolution time for level-one tickets.
  • Achieved a 58% year-on-year increase in customer satisfaction scores.
  • Increased company revenue by 16% beyond the past year targets by upselling products and services.
  • Coordinated a smooth transition with minimal downtime.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Consistently managed a queue of 4 support tickets daily, prioritizing high-impact users and ensuring resolution within standard SLA parameters.
  • Achieved an Outstanding Service Award in 2019.

Summaries

  • Subject matter expert on Tableau with exceptional skills and knowledge in client relations.
  • Committed to empowering end-users.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Within Miscellaneous, senior Computer Support Representative and outstanding performer in process improvement and project management.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Excellent Computer Support Representative with 11 years of experience providing exceptional support to users at all levels.
  • Computer Support Representative with a 14-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.

Accomplishments

  • Provided remote desktop support to high-value users, achieving a 26% first-call resolution rate.
  • Assisted in rolling out a new help desk ticketing system, improving support workflow transparency and increasing SLA compliance by 51%.
  • Managed a successful transition to remote work environment for 17 employees, maintaining system uptime and minimal disruptions.
  • Provided network and email server support, resolving 13 critical issues per month while maintaining an average resolution time of 3 minutes.
  • Reduced time to resolve network outages by 34% through early intervention and improved diagnostic tools.
  • Managed asset tracking for 14 devices, mitigating loss and improving audits while reducing costs by 35%.
  • Monitored an infrastructure of 4 servers, identifying and resolving issues before impacting the business, cutting downtime by 49%.
  • Developed new ticket prioritization workflow, speeding up escalated case resolution by 25%.
  • Reduced total average ticket closure time by 46% through improved triaging methods and automated notification systems.
  • Implemented a proactive hardware monitoring system, reducing critical system outages by 46%.

Affiliations

  • Contributor to the Open Source Diagnostic and Troubleshooting Tools Group
  • Attendee of BMC Remedy User Group to enhance help desk ticketing approaches
  • Contributor to the National Computer Systems Association's Quarterly Forums
  • Association for Supply Chain Management (APICS)
  • Active within Wireshark Certified Network Analyst Group
  • International Council of Nurses
  • Affiliation with Association of Information Technology Professionals (AITP)
  • Member of International Association of Computer Support Specialists (IACSS)
  • American Society of Safety Professionals
  • Active member in Local Technology Advocacy Group Seattle

Certifications

  • Certified Information Systems Auditor (CISA)
  • Salesforce
  • Certified Public Accountant (CPA)
  • ITIL Foundation Certification - Information Technology Infrastructure Library
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Network Support Professional (CNSP)
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • Certified in the Governance of Enterprise IT (CGEIT)
  • HDI Desktop Support Technician (HDI-DST)
  • CompTIA Security+ Certification

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