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Skills

  • Operational improvement
  • Client data backup and recovery operations
  • Business operations
  • Knowledge base creation and management
  • Application support
  • First Aid/CPR
  • Organization
  • TCP/IP
  • Problem resolution
  • Desk-side support for executives

Work Experiences

  • Achieved a 84% reduction in help desk tickets.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Achieved category.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Led a support team that assisted an average of 14 users globally in a 24/7 support environment as a level-three supervisor.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 17 new accounts.
  • Assisted in local and remote onboarding of 3 new hires in operations, ensuring all systems were set up properly within the past year of start date.
  • Cut repair turnaround time by 84%.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Coordinated desktop lifecycle management, extending the average device lifespan by 8 years through optimized maintenance and upgrades.

Summaries

  • Achieved 71% satisfaction across executive level clients.
  • Desktop Support Lead with a 9-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Achieved faster resolution times for remote teams by 46%.
  • Clear understanding of budget management and strategic planning as well as process improvement training.
  • Costs were consistently reduced while profits were increased.
  • Achieved industry distinction in 2022.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Competent Desktop Support Lead with experience assisting procedure users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Workday expert and Microsoft Excel user.

Accomplishments

  • Coordinated the integration of Adobe Creative Suite into the desktop environment, which enabled improved asset tracking and reduced hardware losses by 70%.
  • Led cross-functional collaboration with compliance to streamline IT requests, improving internal customer satisfaction by 26%.
  • Collaborated with the executive IT committee to revise SOPs for security incidents, improving the response efficiency by 81%.
  • Reduced help desk ticket volume by 40% through proactive end-user education and automating frequent support queries with digital forms.
  • Created and curated a comprehensive knowledge base that decreased time spent on repeat issues by 29% over the past year.
  • Specialized in Active Directory group policy management, decreasing user lockout issues and reducing unauthorized access by 41% over the past year.
  • Achieved Six Sigma, elevating team capability in managing secure, high-scale desktop environments while reducing downtime risks.
  • Diagnosed and resolved process daily technical issues while upholding procedure% service level agreements within a fast-paced desktop support environment.
  • Configured and optimized the use of virtual machines across 17 departments, boosting workflow efficiency and reducing dependency on physical hardware by 36%.
  • Worked with process to provide remote desktop support during a company-wide transition to work-from-home operations without interruptions.

Affiliations

  • Disaster Recovery Institute International (DRI) - Contribute to conferences focused on efficient desktop infrastructure disaster recovery planning.
  • Certified Information Systems Security Professional (CISSP) Network - Member, attending regular security trainings relevant to desktop and application security.
  • Rotary International
  • Project Management Institute
  • American Society of Safety Professionals
  • Association for Computing Machinery (ACM) Special Interest Group on IT Support - Present on enterprise desktop management strategies.
  • American Medical Informatics Association
  • Information Technology Systems Management Association (ITSMA) - Participate in panels focused on multi-location desktop support challenges.
  • Society of Human Resource Management
  • Computing Technology Industry Association (CompTIA) - Engaged supporter of continuing education for IT support and system troubleshooting.

Certifications

  • VMware Certified Professional – Desktop Management (VCP-DTM)
  • CompTIA Network+ Certification
  • CompTIA A+ Certification
  • Certified Ethical Hacker (CEH)
  • Certified Business Analysis Professional (CBAP)
  • Certified in Risk and Information Systems Control (CRISC)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Hardware Asset Management Professional (CHAMP)
  • Certified Public Accountant (CPA)
  • Certified Microsoft Azure Fundamentals

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