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Skills

  • File management
  • Regulatory compliance
  • Active Directory Management
  • Cash Handling
  • End-user training sessions
  • On-demand customer assistance
  • System configuration
  • Team building
  • Team management
  • Supervision

Work Experiences

  • Advertised local entertainment and sporting events and provided information to patrons.
  • Collaborated with cross-functional teams on IT projects.
  • Immediately notified housekeeping and the maintenance department about guest room issues, such as procedure and process, in order to expedite resolution.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Sorted mail and other important data, ensuring that all messages were delivered quickly to their intended recipients during method absence.
  • Achieved 63% reduction in unplanned downtime in 2022.
  • Contributed to enhanced company-wide IT infrastructure.
  • Achieved 83% faster ticket assignments.
  • Completed OSHA.
  • Collaborated with the network administration team.

Summaries

  • Individual with a charming and poised demeanor who performs various tasks, including process improvement and strategic planning.
  • Mathematical prowess and the ability to manage all front-office operations.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Clear understanding of performance reporting and workflow optimization as well as data analysis training.
  • Adept in producing actionable weekly reports.
  • Achieved a 32% reduction in data loss incidents.
  • Achieved 28% reduction in system outages during 2023.
  • Accomplished this within several months.
  • Achieved a 75% resolution rate for escalated issues.
  • Achieved a 22% reduction in ticket backlog.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Streamlined ticket resolution by implementing an internal tracking system, leading to a 56% improvement in response time across common support inquiries.
  • Designed and implemented system health monitoring tools that reduced average issue detection times by several months, improving proactive support efforts.
  • Handled escalated customer complaint tickets and provided expert solutions, reducing negative feedback by 32% over 6 months.
  • Managed user account access requests and password management for over 5 users, enhancing data security and user accessibility.
  • Utilized system to automate routine tasks, enabling Help Desk staff to focus on higher-complexity support requests and lowering response delays by 39%.
  • Documented and resolved method which led to procedure.
  • Identified major software bugs in HubSpot during beta testing, quickly escalating to software vendors and ensuring a 68% faster patch deployment.
  • Proactively maintained and performed hardware diagnostics on over 5 devices across company locations, contributing to a 16% increase in equipment reliability.
  • Analyzed ticket history and fine-tuned help desk workflows, resulting in a 79% reduction in repeated service requests over three years.

Affiliations

  • Certified Information Systems Security Professional (CISSP) Network
  • Salesforce Certification Alumni Network
  • Service Delivery and Support Professionals Group
  • Jaycees
  • Zendesk User Group
  • Customer Experience Professionals Association (CXPA)
  • Interservice/Industry Training, Simulation, and Education Conference (I/ITSEC)
  • Customer Service Institute of America
  • International Council of Nurses
  • IT Project Managers Association

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified: Power Platform Fundamentals
  • Google IT Support Professional Certificate
  • Certified Technology Specialist (CTS)
  • SHRM Certified Professional (SHRM-CP)
  • ServSafe
  • Project Management Professional (PMP)
  • Certified Customer Service Specialist (CCSS)
  • VMware Certified Professional (VCP)
  • Certified Public Accountant

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