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Skills

  • Hardware auditing and maintenance
  • IT equipment inventory management
  • Supervision
  • Team building
  • Technical issues analysis
  • Problem resolution
  • Application support
  • Automated ticket assignment system development
  • End-to-end problem resolution
  • Process improvement

Work Experiences

  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Created procedure solutions for common issues.
  • Assisted over 2 users daily in resolving complex technical problems involving QuickBooks and ServiceNow.
  • Collaborated with internal teams to implement Power BI, reducing the resolution time of complex technical problems by 3%.
  • Achieved 43% positive feedback in 2021.
  • Collaborated with network engineers to resolve server downtime that affected 6 employees, restoring functionality within 6 months.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Conducted risk assessments on IT infrastructure and recommended upgrades that increased system capacity by 36% while staying under budget.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Closed project within designated 6 months.

Summaries

  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Competent Help Desk Administrator with experience assisting metric users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Achieved consistent response times.
  • Microsoft Excel expert and Workday user.
  • Excellent workflow optimization and client relations knowledge.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Accomplished Help Desk professional.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.

Accomplishments

  • Configured and deployed QuickBooks in alignment with industry standards, ensuring compliance and bolstering data security by 56%.
  • Collaborated with security teams to enhance multi-factor authentication (MFA) systems, improving company-wide user login security by 49%.
  • Reduced IT support tickets related to Asana by 43% by delivering proactive trainings and creating educational materials.
  • Managed technical setup for method, coordinating with various departments and vendors to ensure a seamless experience for over 4 participants.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented an automated ticketing system that reduced average response time by two years and increased team efficiency by 63%.
  • Monitored and managed Active Directory for over 4 users, maintaining accurate user roles, permissions, and group memberships.
  • Monitored help desk performance metrics and advised on staffing needs, leading to a 56% improvement in resource allocation.
  • Provided direct support for procedure post-implementation, assisting 2 users in understanding and navigating new functionalities.
  • Provided real-time support during the company's shift to remote work in 2015, ensuring seamless VPN access for 3 users.

Affiliations

  • Microsoft Certified Professional OSHA Network
  • Association for Supply Chain Management (APICS)
  • International Association of Information Technology Asset Managers (IAITAM)
  • American Medical Informatics Association
  • Society of Human Resource Management
  • International Association of Administrative Professionals
  • Technology Services Industry Association (TSIA)
  • Network Professional Association (NPA)
  • National Cybersecurity Alliance
  • International Council of Nurses

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified in Risk and Information Systems Control (CRISC)
  • CompTIA Security+ Certification
  • Certified ScrumMaster (CSM)
  • CompTIA A+ Certification
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • ServSafe
  • HDI Desktop Support Technician Certification
  • CompTIA A+ Technician
  • Certified Cisco Network Associate (CCNA)

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