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Skills

  • Process automation
  • Method equipment
  • Application support
  • Interpersonal communication
  • Adaptability in rapidly changing environments
  • Preventative maintenance scheduling
  • Process improvement
  • MS Office
  • Data recovery
  • First Aid/CPR

Work Experiences

  • Described process solutions to customers to aid in problem resolution.
  • Automated repetitive technical tasks, decreasing resolution time for system incidents by 13% and increasing technician availability.
  • Assessed team workloads.
  • Adjusted shifts and assignments.
  • Collaborated with the operations.
  • Collaborated with vendors like method.
  • Automated repetitive technical tasks.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Collaborated with vendors like framework to ensure the seamless integration of new software functionalities, achieving Power BI updates with zero customer impact.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Adept Desk Engineer with expertise in network security.
  • Achieved a 83% reduction in system downtime.
  • Asana expert and Tableau user.
  • Boosted system performance by 34%.
  • Accomplished Desk Engineer.
  • Achieved improvement by 2020.
  • Supporting hardware and software issues for metric computer systems is a skillful Desk Engineer.
  • Specializes in process and framework product troubleshooting.
  • Adept in monitoring network performance.

Accomplishments

  • Conducted diagnostics on 14 legacy systems, reducing obsolete hardware failure rates by 51%.
  • Automated routine tasks for the help desk team using Salesforce, improving resolution efficiency by 80%.
  • Increased helpdesk customer satisfaction ratings from 33% to 65% by optimizing support workflows.
  • Trained and mentored 10 junior technicians, fostering skills development and boosting team productivity by 85%.
  • Boosted network performance and reliability by upgrading Microsoft Excel, resulting in a 61% improvement in service uptime.
  • Implemented layered access control protocols across the IT infrastructure, significantly enhancing security adherence by 80%.
  • Collaborated with 13 stakeholders across departments, ensuring alignment and successful implementation of metric.
  • Designed a robust network monitoring system that helped identify and resolve 7 incidents, reducing downtime by 29%.
  • Resolved product issue through consumer testing.
  • Led network redesign initiatives, cutting annual downtime by one year and saving 7 operational hours.

Affiliations

  • Cyber Security Professionals Networking Group (Insert Location)
  • Toastmasters
  • International Consortium for Agile (ICAgile) Certified
  • Association for Computing Machinery
  • Certified ScrumMaster (CSM) Alumni
  • Linux Professional Institute Certification (LPIC) Member
  • Google Cloud Certified Professional (Insert Year)
  • Cisco Certified Network Associate (CCNA) - Alumni
  • Information Systems Security Association (ISSA)
  • Project Management Institute

Certifications

  • CompTIA Security+
  • Red Hat Certified Engineer (RHCE)
  • ServSafe
  • Salesforce
  • Certified Ethical Hacker (CEH)
  • SOPHOS Certified Engineer
  • First Aid/CPR Certified
  • Certified Kubernetes Administrator (CKA)
  • CompTIA Cloud+
  • SHRM Senior Certified Professional (SHRM-SCP)

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