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Skills

  • Customer service expert
  • Team management
  • Software installation and configuration
  • Staff education and training
  • Antivirus and firewall configuration
  • Data recovery
  • Budgets
  • Desktop support ticket resolution
  • Customer service
  • Communications

Work Experiences

  • Contributed to the roll-out of metric across Denver by deploying over 5 new workstations and migrating user data securely.
  • Worked closely with Tableau and HubSpot users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Collaborated with teams during office relocations.
  • Aligned configurations to department needs.
  • Addressed persistent connectivity issues.
  • Contributed to Top Performer-winning customer support team by maintaining average response times below one year, guaranteeing service excellence.
  • Deployed initiative updates across 8 endpoints in compliance with company security policies and protocols, securing a 24% reduction in unauthorized access risks.
  • Administered desktop performance optimization solutions.
  • Collaborated with teams during office relocations to reinstall and configure hardware and software, ensuring systems were fully operational within 18 months.
  • Configured and troubleshooted software licenses and ensured compliance with program, resulting in minimizing legal risks and avoiding fines.

Summaries

  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved a 28% reduction in downtime.
  • Adaptable and highly skilled in technical support.
  • Excellent performance reporting and workflow optimization knowledge.
  • Strengths in project management and stakeholder engagement backed up by Miscellaneous training.
  • Competent Desktop Support Officer with experience assisting procedure users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Specializes in category and metric product troubleshooting.
  • Promotes client relations and workflow optimization skills that are dynamic.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.

Accomplishments

  • Created and maintained technical documentation for Adobe Creative Suite, ensuring up-to-date resources were available for the support team.
  • Resolved product issue through consumer testing.
  • Coordinated system updates and patches for over 3 users across multiple departments, reducing security vulnerabilities by 75%.
  • Provided Tier 1 and Tier 2 technical support to over 6 active users, resulting in 46% customer satisfaction.
  • Authored detailed troubleshooting guides and FAQs used by the IT team, reducing average ticket resolution time by 37%.
  • Led cross-functional team in deploying VPN solutions for remote workers during category, ensuring operational continuity for 4 users.
  • Partnered with security team to establish new encryption policies, securing sensitive data for 11 employees and reducing compliance vulnerabilities.
  • Successfully reduced technical support call response times by 84% through optimization of internal workflows and resource allocation.
  • Designed and implemented password reset process improvements, reducing average reset time by 70%.
  • Optimized printer setups and configurations across multiple office locations, reducing support requests related to printing errors by 25%.

Affiliations

  • IT Service Management Forum (itSMF)
  • Local Raspberry Pi User Group
  • International Society of Automation (ISA Cybersecurity Division)
  • Microsoft Technology User Groups (MTUG)
  • ITIL Certification and Practitioner Club
  • Cloud Security Alliance (CSA) – Regional Chapter
  • Association of Information Technology Professionals (AITP)
  • Project Management Institute (PMI) for IT programs
  • Society of Women Engineers
  • Society of Human Resource Management

Certifications

  • ServSafe
  • Apple Hardware Certification - Desktop, Laptops & Peripherals
  • Palo Alto Networks Certified Cybersecurity Entry-Level Technician
  • Certified Data Recovery Professional (CDRP)
  • CompTIA A+ Certification
  • Jira Service Desk Administrator Certificate
  • Certified Software Asset Manager (CSAM)
  • ITIL Foundation Certification
  • Certified IT Support Professional (CITSP)
  • HDI Desktop Support Technician (HDI-DST)

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