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Skills

  • On-demand customer assistance
  • Cross-department collaboration
  • Multi-channel communication (chat, phone, email)
  • Application troubleshooting (Workday)
  • Project organization
  • Monitoring and tracking user feedback
  • End-user training sessions
  • Relationship development
  • Team building
  • Network security protocols

Work Experiences

  • Achieved results over 2020.
  • Used initiative software to enter customer information and updated it whenever patrons changed rooms.
  • Addressed frequently asked troubleshooting questions.
  • Contributed to enhanced company-wide IT infrastructure.
  • Achieved 63% reduction in unplanned downtime in 2022.
  • Analyzed resolution times for senior management.
  • Achieved a 48% improvement in resolution time.
  • Sorted mail and other important data, ensuring that all messages were delivered quickly to their intended recipients during method absence.
  • Immediately notified housekeeping and the maintenance department about guest room issues, such as procedure and process, in order to expedite resolution.
  • Created weekly employee work schedules for 18 team members, making sure that all shifts were covered.

Summaries

  • Acted as an escalation point for critical issues.
  • Customer engagement, risk assessment and performance reporting skills are well-known.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved 28% reduction in system outages during 2023.
  • Adaptable Help Desk Associate experienced in coordinating software updates across 12 departments, ensuring smooth transitions with minimal downtime for Jira.
  • Achieved recognition in 2021.
  • Help Desk Associate is a friendly and polished Help Desk Associate with demonstrated experience in program environments.
  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.
  • Individual with a charming and poised demeanor who performs various tasks, including process improvement and strategic planning.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.

Accomplishments

  • Collaborated with IT administrators to deploy system updates without impacting downtime, ensuring 47% availability of critical business functions during one year.
  • Built a comprehensive onboarding guide for new employees, reducing IT support calls related to system setups by 75% over three years.
  • Spearheaded the deployment and integration of a new ticketing system, resulting in a 62% improvement in logging accuracy and response tracking.
  • Improved service desk KPIs by reducing ticket backlog from 5 to 17 in 18 months through systematic prioritization and efficient workflow management.
  • Contributed to the successful migration of 15 customer accounts to a new CRM platform, minimizing operational disruptions and improving response times for customer inquiries.
  • Conducted scheduled virus scans across 8 client workstations, eliminating malware and increasing device performance across the network.
  • Provided remote desktop support for a distributed workforce, resolving 19% of technical issues without requiring on-site intervention.
  • Worked closely with software vendors to troubleshoot complex issues affecting Power BI, ensuring a 15% improvement in system stability over several months.
  • Managed user account access requests and password management for over 5 users, enhancing data security and user accessibility.
  • Successfully upgraded 16 workstations to new operating systems, ensuring minimal downtime and a 39% increase in team productivity post-upgrade.

Affiliations

  • TechServe Alliance
  • National Association of Social Workers
  • Major Incident Management Group (MIM)
  • Rotary International
  • Association for Computing Machinery (ACM)
  • Microsoft Certified Professional (MCP) community
  • Customer Service Institute of America
  • Service Delivery and Support Professionals Group
  • SysAdmin Appreciation Society
  • Association for Computing Machinery

Certifications

  • Certified Information Systems Auditor (CISA)
  • SHRM Certified Professional (SHRM-CP)
  • Salesforce
  • Certified Public Accountant
  • Certified in Risk and Information Systems Control (CRISC)
  • Certified Help Desk Manager (HDM)
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified: Fundamentals of Windows Server 2016
  • CompTIA Security+ Certification
  • HDI Support Center Analyst Certification (HDI-SCA)

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