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Skills

  • Communications
  • Process improvement
  • Call center experience
  • First Aid/CPR
  • Business operations
  • Team management
  • Collaboration with developers for bug resolution
  • Customer service
  • Project organization
  • Team building

Work Experiences

  • Achieved 21% satisfaction on service delivery.
  • Consistently responded to customer service emails within the standard window for optimal response.
  • Achieved results over a 2016 year period.
  • Kept track of IT supplies inventory by checking levels on a 18 months basis.
  • Responded to 15 individual tickets to provide Salesforce and Asana end-user support every week.
  • Analyzed complex system outages.
  • Created diagnostics scripts.
  • Configured and maintained Adobe Creative Suite software.
  • Used Jira, SAP, and QuickBooks to implement system security and data assurance software.
  • Created diagnostics scripts to troubleshoot recurring software issues, reducing resolution times by 75%.

Summaries

  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Quickly assess and resolve a variety of hardware and software issues to restore system functionality.
  • Strategic thinker with expertise in team leadership.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • CPA and Scrum Master are her areas of expertise.
  • Metric, category, and process are all available.
  • Experienced creator of user materials in a variety of formats.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Initiative Support Engineer with extensive experience in assisting users and troubleshooting issues.

Accomplishments

  • Optimized network settings across 10 devices, improving system efficiency and internet speed by 34% across all affected locations.
  • Drove proactive server maintenance, decreasing downtime by 4 hours annually through automated alerts and targeted interventions.
  • Executed software and hardware upgrades for a company-wide transition to QuickBooks, leading to 84% less compatibility issues.
  • Managed global support queries across multiple time zones, achieving a 68% resolution rate on first contact for incidents.
  • Enhanced interdepartmental communication by introducing a collaborative support platform, decreasing issue handover friction by 41%.
  • Identified root causes for 11+ recurring software failures, resulting in long-term fixes and avoiding 4 hours of downtime per week.
  • Reduced the onboarding time of new users on proprietary software systems by 30% through the design and implementation of clear training modules.
  • Decreased troubleshooting time for new hire technical issues by 41% via the implementation of an interactive knowledge base.
  • Reduced downtime in mission-critical servers by 72% through regular performance evaluations and optimizations.
  • Applied SAP skills to track and resolve inventory discrepancies, enhancing system accuracy by 27%.

Affiliations

  • Co-chair for the Technical Support track at framework (2023)
  • Asana Support Engineer Certification from metric (2024|Certificate No: 6)
  • IEEE Computer Society - Member, standard
  • Membership in the International Federation for Information Processing (2016–Present)
  • Attended Microsoft Excel Network Troubleshooting Seminar at Harbor & Co. (2020)
  • Certified Service Desk Manager (SDM) through SDI (Six Sigma awarded in 2024)
  • Presented on Remote Diagnostics using Microsoft Excel at metric (2018)
  • Member of the Help Desk Institute (HDI) initiative
  • Speaker on Secure Protocol Management at standard (2022)
  • Contributions to the initiative Technology and Support Society (2017)

Certifications

  • HDI Desktop Support Technician Certification
  • CompTIA Network+ Certification
  • Association for Project Management (APM)
  • SHRM Certified Professional (SHRM-CP)
  • Jamf Certified Tech
  • Cisco Certified CyberOps Associate
  • Project Management Professional (PMP)
  • Red Hat Certified System Administrator (RHCSA)
  • Google IT Support Professional Certificate
  • CompTIA Network+

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