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Skills

  • Customer service
  • Staff education and training
  • Attention to detail
  • Technical documents comprehension
  • Supervision
  • Team building
  • Relationship development
  • Group training sessions
  • Risk assessment and mitigation
  • Client Satisfaction Improvement

Work Experiences

  • Led a support team that assisted an average of 11 users globally in a 24/7 support environment as a level-three supervisor.
  • Coordinated deployment of Salesforce software across Portland, ensuring smooth transitions and minimal downtime for users.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Achieved Lean standards by continuously improving the efficiency of system deployment and management processes.
  • Created detailed technical logs.
  • Described metric solutions to customers to aid in problem resolution.
  • Audited and upgraded older client systems.
  • Achieved zero data loss during major system failures.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Collaborated with system engineers to build custom PC setups for clients, achieving a 43% improvement in processing speeds.

Summaries

  • Promotes cross-functional collaboration and vendor management skills that are dynamic.
  • Adept at mentoring junior IT staff on diagnostics and troubleshooting processes, increasing troubleshooting efficiency by 31%.
  • CPA and Six Sigma are proudly certified.
  • Achieved a 78% reduction in cybersecurity threats within 2021.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Head Pc Technician with 4 years of successful strategic planning and client relations experience.
  • As an efficient and detail-oriented PC Technician, drastically cut cybersecurity threats by 55% through rigorous vulnerability assessment and system upgrades.
  • Client-oriented IT specialist.
  • Effectively troubleshoots and resolves issues on its own.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.

Accomplishments

  • Managed a team of 11 PC technicians to resolve hardware and software issues, achieving a 68% first-time resolution rate across all support tickets.
  • Enhanced remote support capabilities by integrating new tools that increased response time by 57% for work-from-home users.
  • Resolved product issue through consumer testing.
  • Reduced component RMA claims by 43% by implementing thorough in-house diagnostics and precision repairs on Jira.
  • Consistently met or exceeded service level agreements (SLAs), achieving a 36% timely resolution rate across all levels of IT tickets.
  • Completed framework involving system-wide updates, and achieved process, enabling the company to avoid associated security risks.
  • Collaboratively reimagined the onboarding process for new hires, reducing orientation time for new IT personnel by 21%, improving readiness.
  • Enhanced network and system performance through detailed analysis and the installation of new SAP, lowering downtime by 40% hours.
  • Took charge of upgrading over 13 workstations across multiple departments, ensuring limited downtime and completing the project 14% ahead of schedule.
  • Established a new knowledge base that centralized common troubleshooting steps, reducing low-priority tickets by 41%.

Affiliations

  • Service Desk Institute (SDI)
  • Association of Information Technology Professionals (AITP)
  • American Management Association (AMA) - IT Leadership Chapter
  • Certified Information Systems Security Professional (CISSP) Member Group
  • American Society of Safety Professionals
  • Cybersecurity and Infrastructure Security Agency (CISA)
  • Association for Computing Machinery
  • Association of Information Technology Professionals
  • Information Technology Service Management Forum (itSMF) Atlanta
  • Society for Information Management (SIM) Seattle

Certifications

  • CompTIA Network+ Certification
  • Certified Hardware & Operating Systems Technician (CHOST)
  • Certified Dell Technician (CDT)
  • Cisco Certified Technician (CCT)
  • Certified in Risk and Information Systems Control (CRISC)
  • Cisco Certified Internetwork Expert (CCIE)
  • Google Certified Professional Cloud Architect
  • CompTIA A+ Certification
  • Certified Business Analysis Professional (CBAP)
  • Certified Information Systems Auditor (CISA)

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