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Skills

  • Time management and prioritization
  • Communications
  • Customer service
  • Project management
  • Business operations
  • Cross-functional team collaboration
  • Team Leadership
  • Supervision
  • Public speaking
  • Relationship development

Work Experiences

  • Closed over 10 tickets each month.
  • Achieved a 68% improvement in network uptime.
  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Kept track of files and records by putting in place efficient and well-organized filing systems.
  • Assisted with the integration of Microsoft Excel, decreasing compatibility issues that affected 18 users during the transition.
  • Collaborated with the cybersecurity team.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
  • Assisted with the integration of Workday.
  • Answered an average of 10 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Assisted various business groups with document organization and dissemination during acquisitions.

Summaries

  • Adaptable and energetic, with risk assessment and performance reporting abilities.
  • Provides dynamic service to customers and visitors.
  • Help Desk Engineer is a multi-talented Help Desk Engineer who is consistently rewarded for planning and operational improvements.
  • Top-producing salesperson and industry expert in Miscellaneous.
  • Help Desk Engineer is a friendly and polished Help Desk Engineer with demonstrated experience in program environments.
  • Highly organized when it comes to administrative functions, team leadership, and facility services coordination.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • Individual with a charming and poised demeanor who performs various tasks, including data analysis and risk assessment.
  • Working with Agile and Scrum methodologies to meet project milestones within specified timeframes is a strong suit.
  • Among his accomplishments is the creation of a initiative app for use in the process industry.

Accomplishments

  • Mentored junior help desk staff on escalation procedures, reducing escalated ticket volume by 30%.
  • Trained 10 junior technicians on efficient issue resolution using ServiceNow, improving overall help desk productivity by 74%.
  • Resolved product issue through consumer testing.
  • Implemented remote troubleshooting support for ServiceNow, enhancing user satisfaction and achieving 7% resolution of reported issues on first contact.
  • Collaborated with team of 8 in the development of program.
  • Provided on-call support for 8 users across Raleigh, maintaining SLA compliance with an average resolution time of several months.
  • Contributed to drafting SOP for internal operations, reducing incidents by 28% through standardized processes for troubleshooting and diagnostics.
  • Awarded Six Sigma after successful deployment of Salesforce which supported 13 company-wide improvements.
  • Facilitated remote user support by deploying VPN and remote desktop protocols, resulting in a 18% decrease in response times across Chicago.
  • Authored and maintained technical documentation for Workday and HubSpot, improving training material accuracy and accessibility for the help desk team.

Affiliations

  • Toastmasters
  • International Council of Nurses
  • American Society of Safety Professionals
  • Service Desk Institute (SDI)
  • American Marketing Association
  • American Medical Informatics Association
  • Cisco Networking Academy Membership
  • Association for Computing Machinery
  • Network Professional Association (NPA)
  • Cloud Professional Network (CPN)

Certifications

  • Certified Information Technology Manager (CITM)
  • Microsoft Certified: Windows Server 2016 Fundamentals
  • Certified Virtualization Professional (CVP)
  • CompTIA A+ Certification
  • ServiceNow Certified System Administrator
  • CompTIA Network+ Certification
  • ServSafe
  • Certified Desktop Support Technician (CDST)
  • HDI Support Center Analyst (HDI-SCA)
  • CompTIA A+ Technician

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