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Skills

  • Proactive system maintenance
  • Performance tuning for enterprise systems
  • Framework equipment
  • Problem resolution
  • Regulatory compliance
  • Project organization
  • Budgets
  • Customer communication strategy
  • Hardware troubleshooting and repair
  • Monitoring and reducing system vulnerabilities

Work Experiences

  • Collaborated with engineering to reduce system vulnerabilities by installing patches across 3 devices, decreasing security breach incidents by 48%.
  • Analyzed incident reports and formulated actionable insights, resulting in improved response protocols and a 20% faster resolution time for high-priority cases.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Award earned in 2017.
  • Applied enterprise-level encryption standards to ensure customer data security during support operations, resulting in zero incidents of data breaches.
  • Achieved a 21% faster resolution time for high-priority cases.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Used vendor management and workflow optimization to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Automated routine tasks using HubSpot, reducing ticket load for Tier-1 support by 41%.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved a 79% first-call resolution rate.
  • Collaborated with vendor partners.
  • Adept at coordinating system upgrades.
  • Six Sigma and Six Sigma are proudly certified.
  • Achieved CPA status.
  • Consistently reduced ticket closure time by an average of 1 hour.
  • Analyzed high-priority incidents and improved response time protocols, reducing critical issue resolution time by 49%.
  • Customer Systems Technician is a multi-talented Customer Systems Technician who is consistently rewarded for planning and operational improvements.
  • Within Miscellaneous, senior Customer Systems Technician and outstanding performer in process improvement and project management.

Accomplishments

  • Diagnosed and repaired critical software bugs resulting in procedure, which led to a 64% increase in overall system reliability.
  • Trained 4 client end-users on newly implemented systems, achieving a client satisfaction rating of 39% post-implementation.
  • Led a cross-functional team on a procedure that increased support resolution rates by 37% after system enhancements were fully implemented.
  • Reduced troubleshooting time by 31% through the implementation of automated diagnostic tools, improving service level agreements by 16%.
  • Led the deployment and configuration of ServiceNow, successfully minimizing downtime across 13 business-critical systems.
  • Spearheaded the integration of initiative into existing systems, improving compatibility and functionality by 61%.
  • Advised customers on optimal system configurations, leading to a 47% decrease in recurring service requests.
  • Successfully upgraded the customer service management system to procedure, improving service request handling efficiency by 78%.
  • Achieved a system uptime of 15% by applying regular maintenance and addressing any potential system vulnerabilities.
  • Collaborated with team of 3 in the development of metric.

Affiliations

  • Lions Club
  • Certified Information Systems Security Professional (CISSP) - category
  • Member, Project Management Institute (PMI) specializing in IT and Telecommunications, category
  • Society of Women Engineers
  • Member, Information Technology Infrastructure Library (ITIL), 2023
  • American Society of Safety Professionals
  • Manager, Technology Support Association (TSA), the Northeast, 2022
  • Affiliated with Systems Administration Networking Engineering (SANE), 2019
  • Member, Association of Support Professionals (ASP) framework
  • Jaycees

Certifications

  • CompTIA A+ Technician
  • Certified Business Analysis Professional (CBAP)
  • ServSafe
  • CompTIA Security+
  • Apple Certified Support Professional (ACSP)
  • Certified Information Systems Auditor (CISA)
  • Certified Cloud Security Professional (CCSP)
  • SASE Practitioner (Secure Access Service Edge)
  • CompTIA Network+ Certification
  • Google Certified Professional Cloud Architect

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