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Skills

  • MS Office
  • Incident Response Management
  • Data entry
  • TCP/IP
  • Regulatory compliance
  • Conflict resolution with frustrated users
  • Team management
  • Supervision
  • Active Directory Management
  • End-user device support (desktops, laptops, mobile)

Work Experiences

  • Achieved a 23% reduction in end-user issues.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Adhered to security protocols.
  • Created cheat sheets for Jira.
  • Achieved Outstanding Service Award for consistently exceeding customer satisfaction ratings by providing timely and efficient support.
  • Cut help desk tickets by 83%.
  • Addressed issues before escalation.
  • Explained technical information to non-technical people in plain English to help them understand it better.

Summaries

  • Subject matter expert on Adobe Creative Suite with exceptional skills and knowledge in workflow optimization.
  • Adept at solving intricate hardware and software issues.
  • Six Sigma and PMP are proudly certified.
  • Bringing updated industry knowledge to every interaction.
  • Help Desk Clerk with a 4-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Achieved a 68% reduction in end-user issues.
  • Achieved 16% higher self-service resolution rates.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Excellent cross-functional collaboration and data analysis knowledge.
  • Promotes cross-functional collaboration and data analysis skills that are dynamic.

Accomplishments

  • Identified trends in recurring technical issues, collaborating with the development team to implement fixes that reduced overall help desk tickets by 28% over one year.
  • Monitored ticket queues via standard, ensuring that all tickets were properly logged, categorized, and resolved within several months.
  • Contributed to IT security audits, ensuring desktop systems adhered to Miscellaneous compliance standards with a 77% pass rate.
  • Maintained a 73% first-time resolution rate by troubleshooting complex software/system problems using QuickBooks.
  • Documented and resolved framework which led to standard.
  • Integrated method into existing workflows, reducing system downtime by 85% and improving team productivity.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved escalated technical queries for VIP clients, achieving a retention rate of 80% over 18 months.
  • Developed an extensive knowledge base of FAQs that reduced the average ticket resolution time by 76%.
  • Rolled out process to 2 employees, providing hands-on support and follow-up training, leading to a 49% decrease in follow-up support requests.

Affiliations

  • Association for Computing Machinery (ACM)
  • Customer-First Support Professionals (CFSP)
  • Lions Club
  • Professional IT Support and Help Desk Group
  • Association for Support Services Leaders (ASSL)
  • American Society of Safety Professionals
  • Customer Contact Industry Professionals (CCIP)
  • Credentialed IT Security Group
  • National Help Desk Association
  • American Medical Informatics Association

Certifications

  • Apple Certified Associate (ACA)
  • CompTIA A+ Technician
  • Microsoft Certified Systems Engineer (MCSE)
  • Microsoft Certified: Azure Fundamentals
  • Certified Technology Specialist (CTS) by AVIXA
  • Certified Tier Support Specialist by Technology Certification Authority (TCA)
  • CompTIA Network+ Certification
  • Zendesk Support Administrator Certification
  • Google IT Support Professional Certificate
  • First Aid/CPR Certified

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