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Skills

  • Administrative support
  • Process improvement
  • Invoice generation
  • Customer service
  • Desk-side support procedures
  • Problem resolution
  • Operational analytics and reporting
  • Change Management
  • Business operations
  • Customer feedback evaluation

Work Experiences

  • Achieved 46% first-contact resolution rate.
  • Audited and maintained accurate documentation for over 2 operational systems, leading to a 44% reduction in compliance errors.
  • Audited and maintained accurate documentation.
  • Achieved this in three years.
  • Used Salesforce to transcribe over 3 daily meetings and appointments, as well as organize documents for improved office efficiency.
  • Achieved Innovation Award for outstanding teamwork.
  • Achieved zero downtime.
  • Achieved an Excellence Award-winning 76% satisfaction rate.
  • Kept track of office supplies by checking inventory and ordering new supplies as needed.
  • Collaborated with method doctors to ensure that the proper equipment and supplies were available for over 4 daily standard appointments.

Summaries

  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Desk Operations Specialist.
  • Working in process and procedure settings to meet all provider and patient needs is part of my background.
  • Proficient in promoting procedure by leveraging strategic planning and data analysis knowledge.
  • Communicative and team-oriented, with Salesforce expertise.
  • Six Sigma certified
  • Medical standards, compliance requirements, and operational procedures are all well-understood by this skilled administrative team member.
  • Procedure and metric have a proven track record.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • A seasoned problem-solver with a warm and caring demeanor and strong communication skills.
  • Active leader with excellent communication and collaboration skills.

Accomplishments

  • Enhanced customer-facing incident tracking with real-time ticket status updates, improving end-user engagement and driving satisfaction scores up by 42%.
  • Developed a comprehensive documentation guide for desk-side support, resulting in more standardized operations and cutting system downtime by 26%.
  • Led initiatives to integrate external desk support vendors into current ticketing systems, streamlining services and cutting costs by 57% per month.
  • Implemented process improvements in the desk-side support workflow, enhancing resolution times by 64% and reducing ticket backlog over 2016.
  • Created SOPs for desk-side support solutions, standardizing responses to common problems and reducing resolution times by an average of 9 minutes.
  • Successfully reduced average ticket resolution time by 78% by implementing targeted process development strategies.
  • Crafted a detailed desk support knowledge base that improved first-contact resolution rates by 84% and reduced training time for new hires.
  • Pioneered a system change notification process that reduced unscheduled downtime by 80% and improved user preparedness.
  • Worked alongside facilities management to synchronize desk equipment installations, reducing delays and ensuring SLAs were met 66% of the time.
  • Managed a project to upgrade time management tools, leading to a 46% improvement in employee resource allocation effectiveness.

Affiliations

  • Certification Holder, CompTIA A+ ITIL, 2020
  • Member, Society of Maintenance and Reliability Professionals (SMRP)
  • Affiliate Member, International Facility Management Association (IFMA)
  • Associate, International Association of Information Technology Asset Managers (IAITAM)
  • Certification Holder, Microsoft Azure Fundamentals Certification 2022
  • Member, Association for Computing Machinery (ACM)
  • Certified Technology Specialist, Ansible Automation
  • Regular Attendee, IT Process Improvement Consortium
  • Attendee, Local IT Operations Meetup Group, Atlanta
  • Participant, Continuous Service Improvement Workshops 2022

Certifications

  • Certified Technical Support Specialist (CTSS)
  • Project Management Professional (PMP)
  • Certified Desktop Support Technician (CDST)
  • HDI Support Center Manager (SCM)
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • Axelos ITIL Service Operation Manager Certification
  • Certified ScrumMaster (CSM)
  • Certified Information Technology Asset Manager (CITAM)
  • First Aid/CPR
  • Certified Business Analysis Professional (CBAP)

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