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Skills

  • Public speaking
  • Supervision
  • Technical troubleshooting
  • Data entry
  • Process implementation
  • Dinner service planning
  • Clerical support
  • Customer service expert
  • Project organization
  • Data analysis

Work Experiences

  • Managed
  • Started it.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Won
  • Method was planned and carried out by me.
  • Kept the indoor and outdoor dining areas clean by removing trash, wiping down tables, and restocking napkin dispensers.
  • Described program solutions to customers to aid in problem resolution.

Summaries

  • Financial analysis, reconciliation, mortgage collections, loan documentation, SBA liquidation, credit and risk management assessment, and customer service are all areas of expertise for me.
  • Expertise in overseeing product development from concept to completion, including packaging design, marketing, and promotional materials.
  • Excellent quality assurance and budget management knowledge.
  • For future mailings and newsletters, the database has been updated with updated addresses and other alumni contact information.
  • Demonstrated ability to cultivate relationships with key retail clients in order to expand client accounts and maintain business growth.
  • To drive profitability and growth, skilled operations manager with solid experience managing all levels of multiple projects, including budgeting, inventory control, and administration.
  • A committed, tactical team builder and strategic planner seeking a position in account management or sales with a forward-thinking elevator service and construction firm.
  • Valuable and hardworking employee with a track record of converting cold calls into profitable sales relationships.
  • Help Desk Assistant is articulate and driven to succeed.
  • Determined sales and marketing professional with 14 years of experience in program industry.

Accomplishments

  • Implemented a remote desktop support solution that reduced response times for technical issues in Raleigh offices by 77%.
  • Developed automated ticket categorization using basic scripting in framework, decreasing ticket routing time by 24%.
  • Led a project to refresh aging hardware, replacing over 8 devices with minimal downtime and increasing user satisfaction by 17%.
  • Identified inefficiencies in ticketing workflow and introduced automation in SAP, resulting in a 18 months improvement in the overall ticket lifecycle.
  • Contributed to the resolution of over 11 tickets monthly, maintaining a 20% single-call resolution rate.
  • Trained and onboarded 7 new IT help desk team members, ensuring consistent adoption of best practices and troubleshooting techniques.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Managed password resets and user accessibility in Active Directory, successfully resolving 7 requests monthly and maintaining a 62% accuracy rate.
  • Worked directly with development to escalate and resolve software bugs, reducing time to resolution from standard to category.
  • Coordinated with external vendors to monitor and expedite warranty repairs, reducing hardware downtime for critical devices by 23% across 10 departments.

Affiliations

  • Jaycees
  • Freemason
  • Certified Professional Help Desk Manager (CPHDM)
  • American Society of Safety Professionals
  • International Association of IT Asset Managers (IAITAM)
  • Rotary International
  • ITIL (Information Technology Infrastructure Library) – Foundation Certification
  • American Marketing Association
  • Apple Consultants Network – Certified Apple IT Support
  • Association for Talent Development (ATD): IT Support Training and Development Focus

Certifications

  • Zendesk Support Administrator Certification
  • SHRM Certified Professional (SHRM-CP)
  • First Aid/CPR Certified
  • Association for Project Management (APM)
  • Salesforce
  • Apple Certified Associate (ACA)
  • Certified Public Accountant (CPA)
  • CompTIA Linux+
  • Google IT Support Professional Certificate
  • Customer Service Excellence Certification by Meridian

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