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Skills

  • TCP/IP
  • First Aid/CPR
  • Application performance monitoring
  • Customer support
  • Backup Strategy Implementation & Testing
  • Operational improvement
  • Cross-functional team collaboration
  • Supervision
  • Coding & Scripting (process)
  • Organization

Work Experiences

  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Assisted in network troubleshooting, reducing ticket resolution times by an average of 13% during peak periods.
  • Increased company revenue by 8% beyond three years targets by upselling products and services.
  • Assisted in network troubleshooting.
  • Described system solutions to customers to aid in problem resolution.
  • 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.
  • Achieved this reduction in 2015.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Analyzed user-reported issues in the Microsoft Excel.
  • Collaborated with standard to implement new monitoring tools, increasing visibility into network performance by 69%.

Summaries

  • Achieved a 32% decrease in support requests year-over-year.
  • Advanced problem-solver.
  • Effectively troubleshoots and resolves issues on its own.
  • Achieved 6% data recovery success.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Competent Data Support Technician with experience assisting system users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Costs were consistently reduced while profits were increased.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept at standardizing issue reporting practices across teams, leading to a 64% improvement in communication between departments.

Accomplishments

  • Conducted comprehensive root cause analysis for repetitive IT issues, resulting in long-term resolution of category.
  • Resolved 4 software and hardware issues monthly, improving business continuity for 9 employees company-wide.
  • Worked closely with analysts to optimize SQL queries, speeding up data retrieval processes by 49%.
  • Resolved critical Active Directory issues, optimizing access privileges and reducing account setup time by 8 hours.
  • Ensured network stability during peak hours through diligent, real-time system monitoring, reducing outages by 43%.
  • Documented and resolved program which led to framework.
  • Reviewed logs and performance metrics to identify and resolve procedure, contributing to a 53% reduction in downtime incidents.
  • Standardized hardware provisioning across departments, reducing discrepancies by 79% and improving system uptime.
  • Provided technical training sessions to cross-functional partners, fostering a consistent understanding of ServiceNow across multiple departments.
  • Worked alongside the project management team to plan and implement a new disaster recovery strategy, reducing potential downtime by 68%.

Affiliations

  • Society of Women Engineers
  • Cybersecurity and Infrastructure Security Agency (CISA) – Participated in crisis-management simulations related to database integrity.
  • American Marketing Association
  • Association for Information Technology Professionals (AITP) – Participated in webinars on patch management and backup systems.
  • International Web Association (IWA) – Collaborative efforts in creating web-based troubleshooting guides and FAQs.
  • Institute of Electrical and Electronics Engineers (IEEE) – Member and contributor to technical forums on database systems.
  • Project Management Institute (PMI) – Member, completed coursework in IT project management specific to systems and database maintenance.
  • Data Science Association – Member, contributing to discussions on the use of category for predictive maintenance.
  • Microsoft Certified: Azure Data Fundamentals – Certification obtained 2016, leading to handling Azure-based data recovery strategies.
  • Association of Information Technology Professionals (AITP), Austin Chapter – Presented on device performance monitoring and crash reduction techniques.

Certifications

  • CompTIA Security+
  • Microsoft Certified: Azure Fundamentals
  • ITIL Foundation Certification
  • Microsoft Certified: Azure Administrator Associate
  • Basic SQL Certification Harbor & Co.
  • SHRM Certified Professional (SHRM-CP)
  • ServiceNow Certified System Administrator
  • CompTIA Network+
  • Certified Data Management Professional (CDMP)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate

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