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Skills

  • Software diagnosis
  • Firmware upgrades and maintenance
  • Technical documents comprehension
  • Staff education and training
  • Experience managing 7-user IT environments
  • Basic networking knowledge (TCP/IP, DNS)
  • Mac systems
  • Technical issues analysis
  • Project organization
  • Hardware diagnostics and repair

Work Experiences

  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Consulted with internal stakeholders.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 15 new accounts.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Worked closely with Salesforce and Adobe Creative Suite users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Achieved Outstanding Service Award for reducing hardware failure rates following intensive analysis and rollout of high-performance components to 4 employees.
  • Achieved a 13% first-call resolution rate.
  • Administered updates and patches to BIOS and firmware on procedure, enhancing system security by mitigating potential vulnerabilities.
  • Acted as the point of contact between the IT department and external hardware vendors, resolving hardware escalations in 12 days or less.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Boosted output speeds by 34%.
  • Adept at translating complex hardware issues.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Supporting hardware and software issues for initiative computer systems is a skillful Hardware Support Technician.
  • Broad experience in multivendor hardware support, delivering swift resolutions for Dell, HP, and Lenovo systems, ensuring optimal performance and high client satisfaction.
  • Hardware Support Technician with a 18-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.

Accomplishments

  • Coordinated with 9 external vendors to streamline hardware replacements, reducing claim resolution time by 73%.
  • Successfully deployed and configured new hardware systems for procedure, supporting 11 end-users while staying ahead of schedule.
  • Identified critical device firmware vulnerabilities and initiated proactive updates on 11 machines, bolstering security and compliance standards.
  • Audited company-wide hardware for compliance with Lean standards, passing all audit checkpoints without discrepancies.
  • Monitored and troubleshot network hardware failures, contributing to a seamless network availability of 69%.
  • Improved desktop and server uptime by maintaining system hardware stability, reducing downtime by 18%.
  • Documented hardware management processes and best practices, creating standardized operating procedures that were distributed to 11 team members.
  • Trained a team of 3 technicians on best practices for hardware diagnostics and repairs, improving overall team efficiency by 42%.
  • Oversaw routine diagnostics and maintenance for SAP, ensuring optimal functionality for 16 users.
  • Collaborated with internal software engineers to ensure hardware compatibility with new software rollouts, leading to a 56% decrease in post-launch issues.

Affiliations

  • Member of Computer Technology Industry Association (CompTIA)
  • Association for Enterprise Integration (AFEI)
  • International Association of Administrative Professionals
  • Rotary International
  • Lions Club
  • Association of Information Technology Professionals
  • American Society of Safety Professionals
  • Network Professional Association (NPA)
  • Association for Supply Chain Management (APICS)
  • Council for Service Management - Service Desk Institute (SDI)

Certifications

  • CompTIA Server+ Certification
  • Juniper Networks Certified Internet Specialist (JNCIS)
  • Certified Support Center Specialist (HDI)
  • Certified Wireless Technology Specialist (CWTS)
  • Certified Public Accountant
  • CompTIA Network+
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA A+ Certification
  • Salesforce
  • SHRM Certified Professional (SHRM-CP)

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