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Skills

  • Staff assistance
  • Data analysis
  • Mobile device management
  • Process improvement
  • Cross-functional team collaboration
  • Product testing
  • Staff development
  • Extremely organized
  • Network support
  • Operational improvement

Work Experiences

  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Started two key partnerships that resulted in a 54% increase in revenue.
  • Process helped me achieve $53,000.
  • Was in charge of delivering and installing equipment, both hardware and network.
  • Solved system issues, improved operations, and provided excellent customer service.
  • Looked for industry trends on social media and through online sources.
  • Achieved accolades such as Outstanding Service Award for consistently maintaining technical excellence and field responsiveness in high-pressure environments.
  • Assisted fellow technicians as a backup.
  • Achieved a resolution accuracy rate of 50%.
  • Was in charge of managing system-wide operating system and software deployments, as well as any software upgrade issues that arose.

Summaries

  • Applies technical knowledge and diagnostic skills to problems in order to solve them and maintain usability and performance.
  • Within Miscellaneous, senior Field Support Specialist and outstanding performer in risk assessment and data analysis.
  • Experienced Field Support Specialist with over 3 years in helpdesk operations, network maintenance, and mobile device support.
  • Top-producing salesperson and industry expert in Miscellaneous.
  • Team player who excels at collaborating with hardware and software experts to create a cohesive and successful design.
  • Dynamic communicator who consistently outperforms company goals and expectations.
  • Addressed network outages in under 15 hours.
  • Achieved 100% customer satisfaction for 2020.
  • Knowledgable in a variety of design and testing methodologies.
  • Achieved a 49% increase in operational efficiency.

Accomplishments

  • Utilized data analytics to forecast failure rates for Microsoft Excel, driving a 42% improvement in preemptive maintenance scheduling.
  • Resolved product issue through consumer testing.
  • Collaborated with cross-functional teams to improve service desk operations, resulting in a 16% drop in recurring issues and customer escalations.
  • Partnered with third-party vendors to deliver seamless integration of Jira, which improved end-user satisfaction scores by 54%.
  • Diagnosed system failures using standard, leading to a reduced ticket backlog by 32% and lowering average response time by three years.
  • Provided on-site diagnostics for malfunctioning Adobe Creative Suite, resolving over 59% of cases within the first visit while reducing escalations.
  • Provided hands-on assistance with HubSpot configurations, which increased overall productivity by 67% and significantly reduced downtime across logistics.
  • Monitored incoming requests using procedure, routing high-priority tickets efficiently and slashing resolution time by 49%.
  • Escalated critical technical issues to third-party vendors and closely tracked progress, ensuring solutions were reached within one year without impacting business operations.
  • Leveraged procedure to streamline hardware asset management, saving the organization an estimated 11 annually in resource allocation and reducing redundant hardware by 15%.

Affiliations

  • National Association of Safety Professionals
  • Project Management Professional (PMP) with a focus on Field Services 2023
  • National Association of Service Technicians 2019
  • Product Support Services Forum Participation
  • Participant in National Conference on Field and Support Systems
  • International Council of Nurses
  • Rotary International
  • Field Support Specialization Workshops 2017 in Phoenix
  • National Association of Social Workers
  • Field Services Management Association (FSMA), Attended the 2020 Annual Workshop

Certifications

  • Certified IT Support Professional (CISP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Linux+
  • Certified ScrumMaster (CSM)
  • CompTIA Network+
  • Google IT Support Professional Certificate
  • Certified Incident Handling Engineer
  • CompTIA A+ Certification
  • Project Management Professional (PMP)
  • Certified Internet of Things (IoT) Practitioner

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