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Skills

  • Technical issues analysis
  • Software diagnosis
  • First-call resolution improvement
  • End-user training programs
  • Process improvement
  • Business operations
  • Project organization
  • Mac systems
  • Budgets
  • Data entry

Work Experiences

  • Collaborated with cross-functional teams.
  • Assessed laptop and desktop infrastructure upgrades.
  • Used budget management and quality assurance to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Achieved an 85% satisfaction rate.
  • Assessed and deployed laptop and desktop infrastructure upgrades for 12 employees ahead of schedule, improving system performance by 52%.
  • Led a support team that assisted an average of 12 users globally in a 24/7 support environment as a level-three supervisor.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Collaborated with the IT infrastructure team.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Accomplished this in 2018.

Summaries

  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Excellent Field Support Analyst with 12 years of experience providing exceptional support to users at all levels.
  • Competent Field Support Analyst with experience assisting system users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Achieved a 18% boost in system efficiency and performance.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Achieved results in 2023.
  • Adept at maintaining hardware functionality.
  • Field Support Analyst with a 14-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.

Accomplishments

  • Collaborated with team of 9 in the development of program.
  • Developed remote troubleshooting procedures that reduced site visits by 74%, saving approximately $9 in operational costs.
  • Identified and corrected hardware issues on multi-vendor platforms, improving system uptime by 44%.
  • Monitored key system health indicators, preventing unscheduled downtime and saving the company approximately $8 in potential revenue loss.
  • Facilitated remote diagnostics for Salesforce issues, resolving 84% of tickets without needing on-site intervention.
  • Achieved ITIL which enhanced my ability to diagnose and resolve complex telecommunication issues in 19% less time.
  • Proactively managed hardware inventory, reducing waste by 78% and preventing equipment shortages during service spikes.
  • Customized support strategies for high-profile clients, reducing critical issue response time by 4 minutes and securing 84% client satisfaction.
  • Developed user-friendly technical documentation that reduced the volume of support tickets related to ServiceNow by 76%.
  • Collaborated with vendors to roll out system upgrades, achieving 21% compatibility with legacy systems and reducing downtime during transitions.

Affiliations

  • Computer Technology Industry Association (CompTIA) – Field Support Analyst Chapter
  • Association of Information Technology Professionals (AITP)
  • Association of Information Technology Professionals
  • Association for Supply Chain Management (APICS)
  • Certified Information Technology Infrastructure Specialist initiative
  • Society for Maintenance and Reliability Professionals (SMRP)
  • Certified Network Technician method
  • National Computer Systems Networking Professional Institute
  • Lions Club
  • Microsoft Certified: Azure Fundamentals

Certifications

  • Google IT Support Professional Certification
  • Certified Support Center Manager (CSCM)
  • Apple Certified Associate (ACA)
  • ServSafe
  • Certified in Risk and Information Systems Control (CRISC)
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • First Aid/CPR Certified
  • CompTIA Network+
  • CompTIA Network+ Certification
  • CompTIA A+ Certification

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