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Skills

  • Helpdesk operations
  • Problem resolution
  • Data entry
  • Printer and scanner setup and support
  • Disk imaging and deployment
  • End-user software training
  • Effective Communication with Non-technical Stakeholders
  • Operating system configuration
  • Operational improvement
  • First Aid/CPR

Work Experiences

  • Described program solutions to customers to aid in problem resolution.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Achieved a 56% improvement in resource allocation.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Achieved first-response time improvement by 24%.
  • Addressed issues before escalation.
  • Assisted in upgrading office-wide computer systems, resulting in a 43% improvement in resource allocation.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Increased company revenue by 2% beyond 6 months targets by upselling products and services.

Summaries

  • Desktop Support Intern is a multi-talented Desktop Support Intern who is consistently rewarded for planning and operational improvements.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Achieves measurable impact in configuring and resolving user hardware and software issues, focusing on reducing downtime and improving user workflows.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved a 50% reduction in backlog.
  • Desktop Support Intern with a 16-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Subject matter expert on ServiceNow with exceptional skills and knowledge in strategic planning.
  • Promotes project management and budget management skills that are dynamic.
  • Scrum Master and CPA are proudly certified.
  • Supporting hardware and software issues for method computer systems is a skillful Desktop Support Intern.

Accomplishments

  • Assisted in migrating 12 systems to new OS versions, ensuring zero compatibility issues and on-time project completion.
  • Optimized user workflow by conducting systems checks and performance analyses, resulting in a 71% improvement in operational efficiency.
  • Contributed to reducing system downtime by proactively identifying potential hardware issues during quarterly audits.
  • Monitored and updated office-wide software to ensure compliance with up-to-date security protocols and standards.
  • Assisted in the successful configuration of network printers and peripherals, reducing setup complaints by 39%.
  • Established a system for tracking recurring issues, resulting in a faster ticket resolution time by 74%.
  • Trained end-users on QuickBooks, increasing user adoption rates to 30% across the organization.
  • Worked closely with senior IT staff to audit network security, identifying procedure vulnerabilities and addressing them promptly.
  • Implemented a more efficient escalation process for complex issues, reducing ticket handling time for senior support team by 22%.
  • Collaborated with a team of 17 IT professionals to integrate newly implemented SAP, enhancing team productivity by 28%.

Affiliations

  • Participant, VMWare User Group (VMUG) – Engaged in virtual workstation setup troubleshooting
  • Internship Trainee, Red Hat Academy – Resolved technical ticketing issues as part of real-time training
  • Included in Google IT Support Professional Cohort – Worked on network troubleshooting modules
  • Active Volunteer, Local IT Support Meetups – Assisting in tech issues resolution
  • Society of Women Engineers
  • Student Member, Society of Women Engineers (SWE) – Contributed to cross-functional tech integration
  • Participant, Google Developer Student Clubs – Assisted in tech support sessions
  • Attendee, DEFCON Workshops – Applied skills in hardware improvement techniques
  • American Marketing Association
  • Subscribed Participant, Spiceworks IT Community – Ongoing engagement in technical discussions

Certifications

  • ServSafe
  • Certified Wireless Technology Specialist (CWTS) - Summit Group
  • Apple Certified Support Professional (ACSP)
  • Microsoft Certified: Windows Client
  • CompTIA Security+ Certification
  • Certified Public Accountant (CPA)
  • Certified Software Deployment Specialist – Tableau
  • Certified Public Accountant
  • Google Certified Professional Cloud Architect
  • Google IT Support Professional Certificate

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