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Skills

  • Network Troubleshooting
  • Clerical support
  • Materials preparation
  • Communications
  • Supervision
  • Process implementation
  • Data analysis
  • Mac systems
  • Desktop support
  • Technical issues analysis

Work Experiences

  • Achieved reduction over 18 months.
  • Worked closely with Microsoft Excel and Workday users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Method helped me achieve $113,000.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 18 new accounts.
  • Achieved a customer satisfaction rating of 4%.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Achieved a 54% success rate.
  • Examined departmental documents to determine how they should be distributed and filed.
  • Copied, logged, and scanned supporting documents before filing everything in the client's files.
  • Assisted departments in IT project rollout.

Summaries

  • Effectively troubleshoots and resolves issues on its own.
  • Subject matter expert on SAP with exceptional skills and knowledge in team leadership.
  • Competent Desktop Technician with experience assisting standard users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • System are well-understood.
  • Costs were consistently reduced while profits were increased.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Top-producing salesperson and industry expert in Miscellaneous.
  • Within Miscellaneous, senior Desktop Technician and outstanding performer in team leadership and data analysis.

Accomplishments

  • Implemented an improved asset management system that reduced the time spent on hardware inventory processes by 36%.
  • Triaged and resolved escalated desktop, software, and network issues, ensuring average ticket turnaround time was under several months.
  • Collaborated in the successful deployment of Windows OS upgrades for 2 machines across multiple departments with zero significant downtime.
  • Configured and deployed over 17 new desktop systems using streamlined imaging techniques, resulting in a 31% reduction in deployment time.
  • Closely coordinated with IT security to apply critical updates, protecting over 7 systems from known vulnerabilities.
  • Performed hardware diagnostics and on-site repairs, improving equipment uptime and reducing replacement costs by 24%.
  • Reduced helpdesk ticket backlog by 37% through proactive issue identification and timely preventive maintenance.
  • Enhanced security posture by implementing new Windows policies, and closing 18 security vulnerabilities across the network.
  • Performed LAN/WAN troubleshooting, reducing network-related downtime by 42% and improving access to shared resources for 4 employees.
  • Anticipated customer needs, leading to a decrease in user-reported issues by 15% through proactive support methodologies.

Affiliations

  • Institute of Electrical and Electronics Engineers (IEEE) Computer Society
  • American Marketing Association
  • Society of Women Engineers
  • CompTIA IT Professional Association
  • American Medical Informatics Association
  • Help Desk Institute (HDI)
  • Cybersecurity Association of Chicago
  • Society of Information Management (SIM)
  • Cloud Solutions Technicians Guild
  • National Association of Social Workers

Certifications

  • Certified Ethical Hacker (CEH)
  • HDI Desktop Support Technician Certification
  • Microsoft Certified Solutions Expert (MCSE): Core Infrastructure
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Server+ Certification
  • First Aid/CPR Certified
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA A+ Certification
  • Certified Public Accountant
  • Certified in the Governance of Enterprise IT (CGEIT)

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