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Skills

  • End-user training and onboarding
  • Data recovery
  • Communications
  • Operational improvement
  • TCP/IP
  • Customer service
  • Monitoring and reporting on system performance
  • Active Directory Management
  • Knowledge of initiative
  • Team management

Work Experiences

  • Worked closely with Tableau and HubSpot users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Configured and troubleshooted software licenses and ensured compliance with program, resulting in minimizing legal risks and avoiding fines.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Achieved zero technical delays.
  • Configured security settings.
  • Deployed process updates across 10 endpoints.
  • Decreased unresolved tickets by 21%.
  • 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.

Summaries

  • Accomplished in rolling out new workstation setups and migrating user data with zero data integrity issues, ensuring fast onboarding of new users.
  • Achieved a 77% reduction in firewall alerts.
  • Achieved a 84% improvement in network availability.
  • Effectively troubleshoots and resolves issues on its own.
  • PMP and Six Sigma are proudly certified.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Excellent Desktop Support Officer with 7 years of experience providing exceptional support to users at all levels.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Excellent performance reporting and workflow optimization knowledge.
  • Collaborated with cross-departmental teams.

Accomplishments

  • Diagnosed and repaired software and hardware malfunctions on desktop systems, significantly improving employee productivity.
  • Authored detailed troubleshooting guides and FAQs used by the IT team, reducing average ticket resolution time by 37%.
  • Resolved escalated technical issues for over 16 users, achieving a 69% satisfaction rating in customer feedback surveys.
  • Automated software installation processes using framework, reducing deployment time by 56% for new devices.
  • Partnered with security team to establish new encryption policies, securing sensitive data for 11 employees and reducing compliance vulnerabilities.
  • Led team in deploying a new Tableau system to 11 users, receiving positive feedback for minimizing downtime and user disruptions.
  • Trained 15 employees on proper use of antivirus and security measures, leading to a 18% decrease in security incidents.
  • Streamlined the setup of new hire workstations by creating standardized desktop images, reducing installation time by 72%.
  • Speared the implementation of a new backup system resulting in a 30% faster recovery time for critical files and systems.
  • Provided technical support and consultation for the deployment of process, ensuring smooth transition across 4 departments.

Affiliations

  • VMware Professional Network
  • Rotary International
  • Cybersecurity and Infrastructure Security Agency (CISA) – Advisory Member
  • International Council of Nurses
  • Helpdesk Institute (HDI) Certification and Membership
  • Microsoft Technology User Groups (MTUG)
  • Desktop and Applications Support Professionals Forum
  • American Marketing Association
  • Lions Club
  • Association for Supply Chain Management (APICS)

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Security+
  • ITIL Foundation Certification
  • Apple Certified Associate (ACA)
  • Certified Data Recovery Professional (CDRP)
  • Microsoft Office Specialist (MOS) Certification
  • Apple Hardware Certification - Desktop, Laptops & Peripherals
  • CompTIA Network+ Certification
  • Certified Public Accountant
  • Certified Technical Trainer (CTT+)

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