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Skills

  • Application support
  • Project organization
  • Budgets
  • Adaptability during high-pressure situations
  • Client Satisfaction Improvement
  • Customer service excellence
  • IT equipment inventory management
  • Customer service
  • TCP/IP
  • Time management and prioritization

Work Experiences

  • Collaborated with the cybersecurity team.
  • Assisted over 2 users daily in resolving complex technical problems involving QuickBooks and ServiceNow.
  • Used workflow optimization and data analysis to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Increased company revenue by 7% beyond one year targets by upselling products and services.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Achieved a 49% resolution rate.
  • Collaborated with cross-functional teams during method, contributing to project success and closing it within the designated 18 months.
  • Conducted risk assessments on IT infrastructure and recommended upgrades that increased system capacity by 36% while staying under budget.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Acted as a liaison between IT and third-party vendors to ensure smooth installation and functioning of Jira systems during employee scaling.

Summaries

  • Award-winning Help Desk Administrator.
  • Ability to meet tight deadlines.
  • Achieved consistent response times.
  • Accomplished Help Desk professional.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Accomplished Help Desk professional experienced in leading bi-weekly training sessions on SAP updates. Successfully reduced related support tickets by 34% through regular employee education and support.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Adhered to SLAs.
  • Enhances system performance by analyzing and correcting various hardware and software issues.

Accomplishments

  • Collaborated with team of 4 in the development of category.
  • Monitored help desk performance metrics and advised on staffing needs, leading to a 56% improvement in resource allocation.
  • Identified and addressed bottlenecks in service request workflows, reducing average handling time by 81% within the first the past year.
  • Provided Level 1 and Level 2 technical support for Tableau issues, achieving a 80% first-call resolution rate.
  • Reduced Help Desk backlog by 39% through the implementation of call-back scheduling and workflow prioritization strategies.
  • Resolved product issue through consumer testing.
  • Proactively identified recurring issues and flagged them for escalation, resulting in metric that improved system stability by 50%.
  • Collaborated with security teams to enhance multi-factor authentication (MFA) systems, improving company-wide user login security by 49%.
  • Implemented an automated ticketing system that reduced average response time by two years and increased team efficiency by 63%.
  • Collaborated with cross-functional teams to identify and resolve issues affecting system-wide performance, reducing downtime by 30%.

Affiliations

  • International Federation for Information Processing (IFIP)
  • Certified Information Systems Auditor (CISA) Network
  • National Cybersecurity Alliance
  • HDI the Pacific Northwest Professional Chapter
  • Microsoft Certified Professional OSHA Network
  • Toastmasters
  • Project Management Institute (PMI), IT Special Interest Group
  • Information Technology Infrastructure Library (ITIL) Alumni Group
  • Project Management Institute
  • National Association of Social Workers

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Certified Public Accountant
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • CompTIA Network+ Certification
  • HDI Desktop Support Technician Certification
  • Microsoft Certified: Azure Administrator Associate
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified: Azure Fundamentals
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • Microsoft 365 Certified: Modern Desktop Administrator Associate

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