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Skills

  • IT ticketing systems (Adobe Creative Suite)
  • Active Directory Management
  • Root cause analysis
  • Data migration (Adobe Creative Suite, 16 divisions)
  • Customer service excellence (President's Club received)
  • Project management
  • Software diagnosis
  • First-call resolution (95% rate)
  • Team building
  • Supervision

Work Experiences

  • Achieved reduction over 2017.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Achieved certification in 2022.
  • Assisted in the migration of Adobe Creative Suite.
  • Contributed to cross-team initiatives.
  • Achieved compliance with ITIL standards.
  • Collaborated with cross-functional teams.
  • Conducted remote troubleshooting for geographically dispersed teams, leading to a 2-hour reduction in downtime across Portland.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Completed root-cause analysis within initiative.

Summaries

  • Achieved results over a 4-month period.
  • Achieved a professional satisfaction rate of 68%.
  • Excellent stakeholder engagement and workflow optimization knowledge.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Promotes client relations and strategic planning skills that are dynamic.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Adept at communicating with stakeholders.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved significant service cost savings of $7.

Accomplishments

  • Utilized network monitoring tools to proactively identify and address system issues before user impact, cutting unplanned outages by 57% annually.
  • Recognized with Innovation Award for consistently exceeding SLA with 79% of tickets resolved within designated timeframes.
  • Reduced recurring tickets by 81% after identifying root causes in Jira and implementing permanent fixes across the system.
  • Provided technical support and troubleshooting for Tableau, resolving 61% of tickets on the first attempt, reducing backlog.
  • Implemented IT asset management system, reducing inventory loss and saving 78% in hardware replacement costs annually.
  • Led the successful deployment of QuickBooks across 12 locations, improving system continuity and reducing downtime by 85%.
  • Managed a team of 9 technicians to provide 24/7 support for SAP, improving issue resolution SLA compliance rate by 84%.
  • Coordinated with vendors and external partners on metric, ensuring timely system updates with 83% accuracy.
  • Diagnosed and resolved network issues, cutting average downtime per incident by 8 minutes.
  • Automated routine IT tasks using method, reducing time spent on manual work by 83% and increasing incident response speed.

Affiliations

  • VMware Certified Professional (VCP) Participants Group
  • Lions Club
  • Freemason
  • Active Member of Backbox IT Automation Group and Forums
  • EC-Council Certified Security Analyst (ECSA)
  • CompTIA A+ Certification Graduate Network
  • CompTIA IT Professionals Network
  • International Association of Administrative Professionals
  • Association for Supply Chain Management (APICS)
  • Jaycees

Certifications

  • Certified Agile Service Manager (CASM)
  • Microsoft Certified Systems Engineer (MCSE)
  • ServiceNow Certified System Administrator
  • CompTIA Security+
  • Red Hat Certified System Administrator (RHCSA)
  • Salesforce
  • Certified Network Security Specialist (CNSS)
  • CompTIA Network+
  • ServSafe
  • CompTIA A+ Technician

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