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Skills

  • Change Management Procedures
  • Customer service excellence
  • Creating user guides and FAQs
  • Process improvement
  • Software installation and configuration
  • First-level technical support
  • Incident response and escalation
  • MS Office
  • IT asset management
  • Improving resolution times through process optimization

Work Experiences

  • Assisted with systems migrations, ensuring a seamless transition with zero downtime over 16 critical processes across 4 departments.
  • Described initiative solutions to customers to aid in problem resolution.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Increased company revenue by 5% beyond 6 months targets by upselling products and services.
  • Achieved a 43% decrease in account lockouts year-over-year.
  • Collaborated with cross-functional teams.
  • Boosted team-wide resolution rates by 61%.
  • Achieved reduction from 2015.
  • Worked closely with Tableau and Microsoft Excel users to provide solutions to operations issues via phone, email, live chat, and web teleconference.

Summaries

  • Administered help desk platforms.
  • 6-year track record in desk support roles.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Promotes stakeholder engagement and workflow optimization skills that are dynamic.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Built strong relationships with non-technical staff.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Achieved a 27% reduction in unauthorized access incidents.
  • Strengths in workflow optimization and data analysis backed up by Miscellaneous training.
  • Achieved a 53% reduction in resolution time.

Accomplishments

  • Resolved 14 technical support tickets daily while maintaining a 47% customer satisfaction rate.
  • Managed data migrations that involved 14 employees with zero loss of critical information.
  • Regularly updated the support ticket queue, ensuring 8% of tickets were addressed within SLAs.
  • Led security audits, ensuring compliance with Lean standards and reducing vulnerabilities by 47%.
  • Proactively addressed recurring issues in support pipeline, reducing support backlog by 59% over two years.
  • Contributed to companywide system migration of 14 users without impacting daily operations.
  • Resolved product issue through consumer testing.
  • Configured virtual workspaces, minimizing virtual downtime by 48% for remote employees.
  • Developed best practices for escalations and implemented these into help desk workflows, improving efficiency by 60%.
  • Reduced first-point-of-contact resolution times by 71% by implementing targeted troubleshooting guides.

Affiliations

  • Cybersecurity and Infrastructure Security Agency (CISA) Networking Groups
  • American Marketing Association
  • Association for Computing Machinery (ACM) Student Chapter Participation
  • Technology Services Industry Association (TSIA) Affiliate
  • Freemason
  • Association for Supply Chain Management (APICS)
  • Association of Support Professionals (ASP) Member
  • Project Management Institute
  • IT Service Management Forum (itSMF) Member
  • National Computer Education Association

Certifications

  • Certified IT Support Professional (CITSP)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Apple Certified Support Professional (ACSP)
  • First Aid/CPR Certified
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Citrix Certified Associate - Networking (CCA-N)
  • Certified Hardware Support Specialist
  • MTA: Windows Operating System Fundamentals
  • CompTIA Network+ Certification
  • CompTIA A+ Certification

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