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Skills

  • Enterprise system monitoring (99.9% uptime)
  • Project organization
  • Performance reporting
  • Customer service expert
  • Hardware and Software Troubleshooting
  • Mac systems
  • Relationship development
  • Data entry
  • Cross-functional team collaboration
  • IT ticketing systems (Adobe Creative Suite)

Work Experiences

  • Audited system configurations each quarter.
  • Increased company revenue by 2% beyond one year targets by upselling products and services.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Completed root-cause analysis within initiative.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Collaborated with procurement to ensure the timely delivery and installation of Tableau across all locations, reducing delays by 44%.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Conducted remote troubleshooting for teams.
  • Automated repetitive tasks using Adobe Creative Suite scripting, increasing ticket resolution speed by 63% over 12 months.
  • Achieved improvement over 13 months.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Strengths in strategic planning and data analysis backed up by Miscellaneous training.
  • Costs were consistently reduced while profits were increased.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Adept at communicating with stakeholders and vendors to ensure timely project completion and excellent service deliverables, demonstrated by a professional satisfaction rate of 17%.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Achieved a $11-per-year reduction in server operational costs.
  • Enhances system performance by analyzing and correcting various hardware and software issues.

Accomplishments

  • Increased incident handling capacity by 17% through the introduction of an efficient ticket prioritization and triage system.
  • Developed and maintained comprehensive documentation of all troubleshooting steps, significantly reducing the training period for new hires by 18 days.
  • Onboarded and trained 8 new service desk team members, improving overall team productivity by 72% within one year.
  • Provided technical support and troubleshooting for Tableau, resolving 61% of tickets on the first attempt, reducing backlog.
  • Led the successful deployment of QuickBooks across 12 locations, improving system continuity and reducing downtime by 85%.
  • Created comprehensive disaster recovery documentation for critical systems, ensuring business continuity and reducing downtime risk by 79% in the event of system failures.
  • Managed deployment of Salesforce, achieving a performance increase of 38% across multiple systems.
  • Achieved Scrum Master, enhancing expertise in framework, and applied newly gained skills to improve system support and stability.
  • Collaborated with team of 9 in the development of method.
  • Resolved product issue through consumer testing.

Affiliations

  • EC-Council Certified Security Analyst (ECSA)
  • Regular Contributor to Spiceworks IT Community
  • Project Management Institute
  • American Society of Safety Professionals
  • Google Cloud Certified – Associate (Networking) Members Forum
  • Apache Software Foundation (ASF) Open-Source Contributor
  • Information Technology Infrastructure Library (ITIL) Certification
  • Freemason
  • Internet Society (ISOC) Technology Expert Membership
  • Toastmasters

Certifications

  • Project Management Professional (PMP)
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Network+
  • HDI Technical Support Professional (HDI-TSP)
  • Cisco Certified Network Associate (CCNA)
  • ITIL 4 Foundation Certification
  • Certified Help Desk Manager (HDM)
  • First Aid/CPR Certified
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Ethical Hacker (CEH)

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