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Skills

  • Regulatory compliance
  • Application support
  • Framework equipment
  • Basic firewall rule checks
  • Basic SQL queries and database management
  • End-user training and documentation
  • Customer service
  • Hardware installation/configuration (desktops, laptops, peripherals)
  • DNS/DHCP troubleshooting
  • Business operations

Work Experiences

  • 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.
  • Achieved reduction over one year.
  • Achieved a 77% satisfaction rate.
  • Collected feedback through surveys.
  • Assisted senior IT engineers on special projects such as deploying new firewalls and switches, resulting in 6 cost savings.
  • Conducted internal audits.
  • Increased company revenue by 3% beyond two years targets by upselling products and services.
  • Assisted in rollout of program across Boston, ensuring smooth transition for end-users and minimizing service disruption during deployment.
  • Analyzed ticket patterns to pinpoint recurring issues, leading to automated solutions that reduced manual support intervention by 62%.
  • Assisted with on-site system backups.

Summaries

  • A quick-learner passionate about keeping systems operational and secure. Played a key role in threat monitoring, averting intrusion attempts and ensuring data protection.
  • Adept at independently resolving 34% of Level 1 support tickets.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Assisted in conducting audits.
  • Jira expert and Adobe Creative Suite user.
  • Assisted in the rollout of method.
  • Help Desk Intern with a 17-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Excellent performance reporting and quality assurance knowledge.

Accomplishments

  • Led internal training on IT security best practices, reducing the number of potential security-related incidents by 43% over 6 months.
  • Resolved product issue through consumer testing.
  • Ensured proper documentation of IT incidents and resolutions, enabling streamlined handover to subsequent support teams.
  • Provided remote desktop support using Salesforce, helping to resolve 8 technical requests within a 18 months.
  • Analyzed support inquiries to identify common patterns, delivering a report that resulted in a 20% decrease in redundant issue reporting.
  • Created step-by-step technical documentation that improved onboarding speed for new staff members by 76%, reducing time to productivity.
  • Developed and delivered end-user training materials on key troubleshooting tips, improving user proficiency by 32%.
  • Provided personalized technical support and troubleshooting for 15 users, resolving 18% of issues on first contact.
  • Collaborated with team of 11 in the development of method.
  • Implemented an asset tracking system that minimized the occurrence of lost or misplaced hardware by 77% over two years.

Affiliations

  • EDUCAUSE - IT System Administrators Group
  • Future Leaders in Information Technology (FLIT) Network
  • Cloud Native Computing Foundation (CNCF) Certified Community
  • Society for Technical Support Engineers (STSE)
  • American Medical Informatics Association
  • Association of Information Technology Professionals
  • CompTIA Cybersecurity Analyst (CySA+) Membership
  • Society of Women Engineers
  • Association for Supply Chain Management (APICS)
  • TechNet – IT Community for Veterans

Certifications

  • LPI Linux Essentials Certification
  • Certified in Risk and Information Systems Control (CRISC)
  • Project Management Professional (PMP)
  • CompTIA A+
  • Certified Public Accountant
  • GIAC Security Essentials Certification (GSEC)
  • CompTIA Linux+
  • Certified Kubernetes Administrator (CKA)
  • Certified Information Systems Auditor (CISA)
  • Red Hat Certified System Administrator (RHCSA)

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