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Skills

  • Incident ticketing systems (e.g., ServiceNow)
  • Disaster recovery planning and backups
  • Staff education and training
  • Knowledge of VPN technologies
  • Relationship development
  • Process improvement
  • Budgets
  • Customer service
  • MS Office
  • Effective communication with technical/non-technical users

Work Experiences

  • Achieved this in 2017.
  • Achieved a 16% reduction in helpdesk ticket volume.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Achieved a $16 cost reduction.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Collaborated with cross-functional teams.
  • Achieved a 7% drop in mobile device support tickets.

Summaries

  • Deskside Support Engineer is a multi-talented Deskside Support Engineer who is consistently rewarded for planning and operational improvements.
  • Deskside Support Engineer with 10 years of successful stakeholder engagement and quality assurance experience.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Achieved full compliance with corporate IT standards.
  • Six Sigma and Scrum Master are proudly certified.
  • Supporting hardware and software issues for initiative computer systems is a skillful Deskside Support Engineer.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved 55% faster problem resolutions.

Accomplishments

  • Optimized software configurations for 8 users, leading to a 17% reduction in post-deployment troubleshooting needs.
  • Leveraged initiative to implement cloud backup solutions for 10 systems, improving disaster recovery readiness and reducing data loss by 54%.
  • Built automated image deployment tools using Workday, reducing imaging time by 14 hours for 15 new desktop units.
  • Utilized ticketing system Jira to manage and resolve 4 technical issues daily, achieving a 41% first-call resolution rate.
  • Assessed and remediated antivirus coverage gaps across 18 workstations, resulting in 77% decrease in malware incidents in 2021.
  • Documented and resolved process which led to initiative.
  • Executed the migration of 13 users to cloud-based storage solutions like category, leading to 25% faster access times and collaboration.
  • Implemented multi-factor authentication across 12 devices, increasing overall security posture by 47% while maintaining ease of use for end-users.
  • Implemented security patches on 18 workstations, strengthening system security and reducing vulnerability risks by 33% in 2020.
  • Successfully executed hardware refresh on 16 devices, extending the lifespan by 68% and saving approximately $10 in budget.

Affiliations

  • IT Service Management Forum (itSMF) - Regular participant in local chapter events focusing on systems and process improvements in IT.
  • Project Management Institute
  • VMware User Group (VMUG) - Member participating in conferences about desktop virtualization and systems management.
  • IEEE Computer Society - Engaged with research papers and resources on innovative desktop support systems and frameworks.
  • Society of Technical Support Professionals (STSP) - Engaged in workflows for improving ticket triage and IT issues response time.
  • American Marketing Association
  • Toastmasters
  • Service Desk Institute (SDI) - Certified and involved in professional development courses improving helpdesk efficiency.
  • Microsoft Tech Community - Active member, sharing insights and engaging with peers on Windows OS migrations and remote desktop issues.
  • Wi-Fi Alliance Professional Membership - Participation in workshops related to enhancing wireless connectivity across workspaces.

Certifications

  • Microsoft Certified: Windows Server Fundamentals
  • CompTIA Network+
  • Red Hat Certified System Administrator (RHCSA)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Mobile Device Security Professional (CMDSP)
  • Certified Endpoint Professional (CEP)
  • CompTIA Cloud+
  • Microsoft Office Specialist: Expert (Word, Excel, etc.)
  • CompTIA A+ Technician
  • Microsoft Certified Systems Engineer (MCSE)

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