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Skills

  • Project organization
  • Efficiency Improvement
  • Data backup and recovery procedures
  • Customer feedback analysis
  • Customer service
  • Client Communication and Support
  • Budgets
  • Desktop support
  • Mac systems
  • Business operations

Work Experiences

  • Achieved a 20% reduction in downtime.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Decreased follow-up support requests by 75%.
  • Collaborated with the quality control department to catch and resolve hardware defects before distribution, saving the company $2.
  • Attained ITIL which enabled faster identification and resolution of initiative technical issues.
  • Achieved an overall resolution rate of 61% %.
  • Kept track of running systems and entered commands to troubleshoot issues like system and program.
  • Achieved a 45% installation success rate.
  • Coordinated with external vendors to resolve warranty issues, resulting in a 26% reduction in replacement time for defective hardware.
  • Increased company revenue by 18% beyond several months targets by upselling products and services.

Summaries

  • Adept at testing and diagnosing new Workday systems, contributing to an increase in system stability by 24%, ensuring reliable performance for end-users.
  • Achieved a 45% improvement in user comprehension.
  • Competent Easy Technician with experience assisting metric users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Microsoft Excel expert and Tableau user.
  • Adept at testing new Jira systems.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Achieved faster client issue resolution.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Easy Technician with 4 years of successful risk assessment and client relations experience.
  • Achieved a 46% improvement in response times.

Accomplishments

  • Enhanced data backup and recovery procedures, leading to a 29% increase in overall data security and uptime.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Identified recurring system errors and optimized performance by reconfiguring settings, improving uptime by 19%.
  • Supported 18 on-site team members as the main point of contact for resolving urgent technical issues.
  • Improved system diagnostic procedures, decreasing diagnosis to repair time by 78%.
  • Regularly updated company software and hardware environments, ensuring consistent compliance with IT protocols and production schedules.
  • Improved system capacity through hardware upgrades, resulting in processing speed improvements of 42%.
  • Developed custom diagnostic tools, decreasing troubleshooting time by 22% during critical equipment fixes.
  • Successfully reduced emergency maintenance requests by proactively implementing predictive diagnostics, decreasing critical system failures by 74%.
  • Successfully completed Scrum Master, enhancing ability to diagnose and resolve metric equipment issues.

Affiliations

  • American Medical Informatics Association
  • Association for Computing Machinery
  • Association of Computer Machinery (ACM) Certification Holder
  • Rotary International
  • Association of Technical Support Professionals (ATSP) Community Member
  • Affiliated with EC-Council: Cybersecurity and Network Support Specialist
  • American Marketing Association
  • National Association of Social Workers
  • Computer Technology Industry Association (CTIA), Member since 2022
  • Hands-on member of the Project Management Institute (PMI) for IT-related Projects

Certifications

  • Certified Cloud Security Professional (CCSP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Certified Ethical Hacker (CEH)
  • Cisco Certified Internetwork Expert (CCIE)
  • HDI Desktop Support Technician Certification
  • Certified Software Management Specialist by Ironclad Systems
  • CompTIA A+ Certification
  • Certified Public Accountant

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