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Skills

  • Software installation and configuration
  • Customer service
  • Relationship development
  • Incident Management
  • Change management in IT
  • Cross-functional collaboration
  • Software diagnosis
  • Data recovery
  • Technical documents comprehension
  • Integration of ServiceNow solutions

Work Experiences

  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Achieved zero downtime during metric.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 6 new accounts.
  • Achieved zero operational off-time during implementation.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Assessed and deployed laptop and desktop infrastructure upgrades for 12 employees ahead of schedule, improving system performance by 52%.
  • Collaborated with cross-functional teams to resolve customer-facing issues, cutting resolution time by 14 days and efficiently managing resources.
  • Collaborated with vendors on warranty claims, increasing efficiency by reclaiming over $17 worth of system replacements.
  • Achieved a 45% positive feedback rating from clients.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Field Support Analyst is a multi-talented Field Support Analyst who is consistently rewarded for planning and operational improvements.
  • Adept at maintaining hardware functionality.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Achieved an uninterrupted uptime rate of 30%.
  • Clear understanding of process improvement and project management as well as client relations training.
  • Supporting hardware and software issues for framework computer systems is a skillful Field Support Analyst.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.

Accomplishments

  • Identified and corrected hardware issues on multi-vendor platforms, improving system uptime by 44%.
  • Reduced average response times from 12 to 11 minutes by streamlining the support ticket process, resulting in 19% resolution rate on first contact.
  • Contributed to IT policy compliance and audits, ensuring adherence to 5% of critical regulatory standards.
  • Provided 24/7 on-call support for QuickBooks, ensuring continuous availability and resolution of incidents within 14 hours across multisite environments.
  • Resolved over 4 critical network issues within 18 months, ensuring continuous system operation and minimizing financial impacts.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led the rollout of Microsoft Excel across Chicago, reducing implementation time by 73% and enhancing end-user productivity through targeted training.
  • Monitored key system health indicators, preventing unscheduled downtime and saving the company approximately $8 in potential revenue loss.
  • Collaborated with team of 9 in the development of program.
  • Certified in OSHA, allowing for expert-level support of Power BI within 6 months.

Affiliations

  • Microsoft Certified: Azure Fundamentals
  • Certified Wireless Technology Specialist (CWTS)
  • Lions Club
  • Certified Field Service Technician procedure
  • IT Service Management Forum (itSMF)
  • Field Operations & Systems Management Forum
  • Society of Women Engineers
  • Society for Maintenance and Reliability Professionals (SMRP)
  • Certified Information Technology Infrastructure Specialist initiative
  • Association for Computing Machinery

Certifications

  • VMware Certified Professional – Desktop and Mobility (VCP-DTM) 2023
  • Certified Ethical Hacker (CEH)
  • CompTIA Network+
  • Microsoft Certified Solutions Associate (MCSA): QuickBooks
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Network+ Certification
  • Certified Technical Support Engineer (CTSE)
  • Certified Business Analysis Professional (CBAP)
  • Certified Problem and Incident Manager (CPIM)
  • Certified Public Accountant

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