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Skills

  • End-user training programs
  • Incident resolution strategies
  • Hardware procurement and negotiation
  • Multitasking and prioritization
  • IT infrastructure management
  • Decision-making under pressure
  • IT security protocols
  • Problem resolution
  • Customer service
  • Process improvement

Work Experiences

  • Contributed to decreasing onboarding time by 6 months.
  • Achieved improvements over three years.
  • Coordinated the roll-out of QuickBooks.
  • Decreased complaint volume by 65% over 6 months.
  • Assumed full responsibility for maintaining security patches across 14 systems, achieving compliance with program standards.
  • Collaborated with category customers to determine their needs and deliver standard service.
  • Achieved a 49% reduction in downtime.
  • Achieved compliance with method standards.
  • Collaborated with cross-functional teams to establish a comprehensive desktop support plan, resulting in a 61% reduction in downtime at Columbus.
  • Achieved results within 18 months.

Summaries

  • Decreased issue resolution time by 79%.
  • Customer-focused Desktop Support Manager with a history of resolving critical IT issues swiftly, enabling 4 of users to maintain maximum productivity.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Maintaining current software and hardware to meet user needs is a skill.
  • Achieved a 52% reduction in downtime.
  • Cost-conscious Desktop Support Manager.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Consistently delivered high team performance.
  • Addressed system defects.
  • Achieved 64% compliance with industry standards.

Accomplishments

  • Developed and maintained high-level executive reports to track key performance metrics, resulting in a 63% boost in service delivery efficiency over 18 months.
  • Led successful Windows migration project impacting 12 users, achieving 47% compliance within the first two years.
  • Collaborated with procurement to evaluate, select, and implement new endpoint management software, increasing visibility across 15 devices.
  • Reduced ticket backlog by 71% within 18 months by optimizing ticket prioritization and allocating resources more effectively.
  • Developed an automation solution that reduced software updates on 5 devices by over 84% in three years.
  • Facilitated communication between IT and non-technical departments, providing clear and concise updates on active technical issues and project statuses.
  • Implemented advanced desktop security measures in collaboration with InfoSec, reducing malware incidents by 63% across 16 endpoints.
  • Led hardware procurement and lifecycle management for 16 workstations, ensuring all devices met or exceeded business needs while staying under budget.
  • Led team in the deployment of major hardware refresh projects impacting over 9 users while ensuring zero customer-impacting downtime.
  • Prepared and controlled a $13 departmental budget, ensuring expenditures were within 28% of the initial forecast.

Affiliations

  • Regular contributor at TechMentor conferences discussing advanced topics in desktop and device management.
  • American Medical Informatics Association
  • Society of Human Resource Management
  • Active member of the Endpoint Management and Configuration subcommittee of the National Information Technology Association.
  • Volunteer contributor, National Computer Educators Association, helping design curriculum for technical certifications related to desktop support.
  • International Council of Nurses
  • American Marketing Association
  • Member, IT Service Management Forum (itSMF), focus on workflow optimizations that enhance end-user experiences.
  • Member, Help Desk Institute (HDI), actively participating in seminars focused on IT customer service excellence in 2020.
  • Jaycees

Certifications

  • Apple Certified Associate (ACA)
  • Certified Information Systems Auditor (CISA)
  • CompTIA Security+
  • Certified Public Accountant (CPA)
  • HDI Desktop Support Manager Certification
  • First Aid/CPR Certified
  • CompTIA Security+ Certification
  • Certified Information Security Manager (CISM)
  • CompTIA A+ Certification
  • ISO/IEC 20000 IT Service Management Certification

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