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Skills

  • Remote support
  • Pet charting information
  • Contract auditing
  • Accounts payable/receivable
  • Data entry
  • Training curriculum development
  • Remote troubleshooting
  • Customer needs assessment
  • Time management skills
  • Heavy lifting

Work Experiences

  • Followed up with customers to see if there were any areas where they could improve.
  • Resolved escalated issues by acting as a subject matter expert on a wide range of Tableau issues.
  • Compiled and accurately entered data into the system for each customer encounter.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux, and Mac systems.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and forums.
  • Efficiently evaluated and resolved procedure technical issues for end users in order to reduce downtime.
  • Set up accounts for clients who were interested in trying out new services.
  • 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.
  • Removed and replaced malfunctioning computer parts to fix hardware issues.
  • Started initiatives to sell IT service desk contracts through service delivery programs.

Summaries

  • Computer hardware and peripherals, framework operating systems, and internet protocols are all covered in depth.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Help Desk Coordinator with a 11-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Excellent Help Desk Coordinator with 17 years of experience providing exceptional support to users at all levels.
  • Customer-focused Sales Representative with 2 years of experience solving problems for clients.
  • Excellent quality assurance and vendor management knowledge.
  • Adobe Creative Suite expert and Power BI user.
  • SAP and Jira mastery

Accomplishments

  • Created
  • Advised
  • Marketing: Implemented marketing strategies which resulted in standard growth of customer base.
  • Managed
  • Collaborated with the IT team during a major network overhaul, which led to a 23% improvement in network performance and reduced user complaints by 84% %.
  • Resolved product issue through consumer testing.
  • Identified training gaps through performance data, resulting in the creation of refresher materials for both in-house staff and remote users that decreased user errors by 47%.
  • Resolved
  • Guided
  • Process Improvement: Created new departmental procedures manual. Assessed organizational training needs.

Affiliations

  • Society of Women Engineers
  • Association of Support Professionals (ASP)
  • Computing Technology Industry Association (CompTIA)
  • National Association of IT Asset Managers (NAITAM)
  • Association of Information Systems (AIS)
  • Project Management Institute (PMI), IT Division
  • Global Information Assurance Certification (GIAC)
  • Women in Technology International (WITI)
  • International Council of E-Commerce Consultants (EC-Council)
  • Cloud Operations and Migration Management Association

Certifications

  • ServSafe
  • Microsoft Certified Solutions Expert (MCSE): Productivity
  • Certified Public Accountant
  • Certified in IT Service Management (CITSM)
  • Project Management Professional (PMP)
  • Certified Protection Officer (CPO)
  • CompTIA A+ Technician
  • Salesforce
  • Zendesk Support Administrator Certification
  • Apple Certified Associate (ACA)

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