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Skills

  • Technical issues analysis
  • Project management
  • Organization
  • TCP/IP
  • Data Backup and Recovery Solutions
  • Project organization
  • Problem-solving
  • Team building
  • Data entry
  • System equipment

Work Experiences

  • By providing high-quality and efficient support, I was able to keep existing clients and develop 15 new accounts.
  • Assisted in diagnosing server issues.
  • Assisted in developing disaster recovery strategies for IT services, ensuring business continuity in high-risk situations.
  • Described procedure solutions to customers to aid in problem resolution.
  • Achieved a 59% improvement in speed across all user devices.
  • Achieved results over three years.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Automated software update processes across 10 devices, reducing manual labor costs by $7 annually.
  • Collaborated with developers to troubleshoot and resolve software bugs, leading to 18 product improvements and updates in 2016.

Summaries

  • Excellent End User Support Technician with 3 years of experience providing exceptional support to users at all levels.
  • Achieved a 31% reduction in repeat technical issues.
  • Achieved a 28% customer satisfaction rate.
  • Adept in using ticketing systems like SAP.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • End User Support Technician is a multi-talented End User Support Technician who is consistently rewarded for planning and operational improvements.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a 59% decrease in network incident reports.

Accomplishments

  • Managed access control and permissions for a company-wide shift to category, ensuring 100% data security compliance.
  • Spearheaded the integration of a centralized ticketing system, cutting average support response times by 20%.
  • Provided Tier 1 and Tier 2 end-user support for over 9 employees, achieving a 75% customer satisfaction rate.
  • Installed and configured Salesforce on over 11 employee devices, ensuring operational readiness within a three years.
  • Implemented a preventative maintenance schedule for hardware, increasing the lifespan of computing devices by 79%.
  • Built and configured virtual machines for testing and training purposes, enhancing system capabilities without additional hardware investment.
  • Identified network vulnerabilities and implemented security patches, resulting in a 42% reduction in security-related incidents.
  • Managed deployment of Windows Server program in 15 departments, resulting in 84% fewer server issues during the transition.
  • Reduced first-response time for support requests by implementing a streamlined ticket handling system, speeding up service by 75%.
  • Successfully supported a migration of 16 users to cloud-based applications, improving collaboration efficiency by 60%.

Affiliations

  • CompTIA A+ Certification Group
  • Society of Human Resource Management
  • Association for Supply Chain Management (APICS)
  • Help Desk Institute (HDI) Certified Member
  • VMware Certified Professional Network
  • Microsoft Certified Professional (MCP) Alumni Association
  • American Medical Informatics Association
  • Association of Support Professionals (ASP)
  • Rotary International
  • Association of Information Technology Professionals (AITP)

Certifications

  • CompTIA Security+
  • Cisco Certified Technician (CCT)
  • Apple Certified Support Professional (ACSP)
  • Certified Data Protection Officer (CDPO)
  • Cisco Certified Network Associate (CCNA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Ethical Hacker (CEH)
  • Certified IT Asset Manager (CITAM)
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate

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