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Skills

  • Customer service
  • Mac systems
  • Supervision
  • Email configuration (SMTP, IMAP, Exchange)
  • Technical documentation
  • Technical issues analysis
  • Active Directory Management
  • Communication skills
  • Problem resolution
  • Automation tools (PowerShell, Python)

Work Experiences

  • Collaborated closely with the network administration team to assist in diagnosing and resolving server issues using HubSpot.
  • Achieved a 52% reduction in ticket resolution time.
  • Kept track of running systems and entered commands to troubleshoot issues like standard and initiative.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Automated software update processes across 4 devices.
  • Achieved a 45% increase in employee satisfaction.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Achieved a 25% decrease in reported errors.
  • Achieved reduction over one year.
  • Achieved 11 product improvements.

Summaries

  • Within Miscellaneous, senior End User Support Technician and outstanding performer in performance reporting and risk assessment.
  • Achieved timely troubleshooting.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Achieved a 31% reduction in repeat technical issues.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • End User Support Technician with 16 years of successful budget management and strategic planning experience.
  • Supporting hardware and software issues for framework computer systems is a skillful End User Support Technician.
  • Accomplished End User Support Technician.
  • End User Support Technician is a multi-talented End User Support Technician who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Analyzed system logs and monitoring tools to diagnose persistent issues, leading to a 21% improvement in device performance.
  • Successfully supported a migration of 16 users to cloud-based applications, improving collaboration efficiency by 60%.
  • Identified network vulnerabilities and implemented security patches, resulting in a 42% reduction in security-related incidents.
  • Configured and deployed over 17 Windows devices, optimizing performance and ensuring zero configuration errors.
  • Built and configured virtual machines for testing and training purposes, enhancing system capabilities without additional hardware investment.
  • Resolved an average of 2 help desk tickets per day, reducing ticket backlog by 27%.
  • Collaborated with IT leadership to design and implement a help desk knowledge base, reducing repeat requests by 65%.
  • Managed deployment of Windows Server program in 15 departments, resulting in 84% fewer server issues during the transition.
  • Supported remote employees with the configuration of VPNs, ensuring secure access for over 18 users across the Northeast.
  • Used initiative to track and resolve network bottlenecks, improving network efficiency by 56%.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Certified Network Support Technician Alumni
  • Help Desk Institute (HDI) Certified Member
  • Society of Human Resource Management
  • CompTIA A+ Certification Group
  • American Medical Informatics Association
  • Jaycees
  • Information Systems Security Association (ISSA)
  • Customer Support Leaders Network
  • Tech Support Engineer Forum

Certifications

  • Checkpoint Certified Security Expert (CCSE)
  • ITIL 4 Foundation Certification
  • Certified IT Asset Manager (CITAM)
  • Certified Public Accountant
  • First Aid/CPR Certified
  • Certified Microsoft Office Specialist
  • Certified Wireless Network Administrator (CWNA)
  • Certified Information Systems Auditor (CISA)
  • VMware Certified Professional – Desktop and Mobility (VCP-DTM)
  • SHRM Certified Professional (SHRM-CP)

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