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Skills

  • First-call resolution improvement strategies
  • Incident response and triage
  • Conflict resolution in technical environments
  • Mac systems
  • Technical documents comprehension
  • Project organization
  • Relationship development
  • Managing cross-location IT support teams
  • Monitoring desktop performance via method
  • Team building

Work Experiences

  • Collaborated with the network engineering team.
  • Achieved category.
  • Completed onboarding within three years of start date.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Cut repair turnaround time by 84%.
  • Coordinated with procurement teams to replace outdated systems, reducing power consumption by 28% and cutting overall costs by $2.
  • Achieved Innovation Award for outstanding commitment.
  • Achieved zero vulnerabilities over 6 months.
  • Used client relations and workflow optimization to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Collaborated with the Network Engineering team to isolate and repair desktop-related network connectivity issues, resulting in a 72% improvement in overall network stability.

Summaries

  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Achieved results over three years.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Accomplished Desktop Support Lead recognized for managing IT projects, ensuring smooth hardware transitions for 10 workstations with no impact on service levels.
  • Excellent client relations and workflow optimization knowledge.
  • Achieved timely and cost-effective equipment upgrades.
  • Achieved industry distinction in 2022.
  • Accomplished Desktop Support Lead.
  • Subject matter expert on Jira with exceptional skills and knowledge in budget management.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Reduced overall ticket resolution time by 44% through refining escalation procedures and improving knowledge base resources.
  • Diagnosed and resolved process daily technical issues while upholding procedure% service level agreements within a fast-paced desktop support environment.
  • Facilitated the hardware refresh program, deploying 8 devices and preventing any downtime during transitions.
  • Implemented a remote desktop access solution using method, enhancing remote support efficiency by 64%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Worked with process to provide remote desktop support during a company-wide transition to work-from-home operations without interruptions.
  • Spearheaded the migration of 9 users to a more secure Active Directory infrastructure, improving security and access management across the organization.
  • Resolved product issue through consumer testing.
  • Assisted in remote onboarding of 11 new hires across Austin, ensuring initial access to all requisite systems within 6 months post-hire.
  • Managed to improve first-call resolution rate to 44% by establishing a clear roadmap for resolving frequent user issues using standard.

Affiliations

  • Project Management Institute
  • International Association of Administrative Professionals
  • Society of Women Engineers
  • Rotary International
  • American Medical Informatics Association
  • Certified Information Systems Security Professional (CISSP) Network - Member, attending regular security trainings relevant to desktop and application security.
  • Information Technology Systems Management Association (ITSMA) - Participate in panels focused on multi-location desktop support challenges.
  • Certified IT Asset Manager (CITAM) Program - Participate in study groups for effective hardware lifecycle management in desktop fleets.
  • Microsoft IT Academy - Completed Scrum Master in desktop virtualization technologies.
  • Freemason

Certifications

  • Certified Problem and Change Management Practitioner
  • Certified Ethical Hacker (CEH)
  • CompTIA A+ Technician
  • Certified Desktop Support Technician (CDST)
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Security+
  • Certified Business Analysis Professional (CBAP)
  • Project Management Professional (PMP)
  • Google Certified Professional Cloud Architect

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