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Skills

  • TCP/IP
  • Application support
  • User account management
  • Supervision
  • Process improvement
  • Help desk performance metrics optimization
  • Data recovery
  • MS Office
  • Software diagnosis
  • Active Directory user and group management

Work Experiences

  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Kept track of running systems and entered commands to troubleshoot issues like metric and procedure.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Achieved President's Club for exceeding performance metrics.
  • Contributed to continuous improvement of processes.
  • 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 a resolution rate exceeding KPI expectations by 75%.
  • Contributed to consistent knowledge sharing.
  • Audited user accounts and permissions quarterly.
  • Assisted finance in reducing data-loss incidents by 84% through the successful deployment of framework backup systems.

Summaries

  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Broad experience in remote desktop support.
  • Adept at managing service disruptions.
  • Competent Help Desk Operator with experience assisting framework users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Strengths in cross-functional collaboration and process improvement backed up by Miscellaneous training.
  • Achieved consistently high customer satisfaction ratings, demonstrating expertise at simplifying complex technical problems and delivering easy-to-understand solutions to end-users.
  • Excellent Help Desk Operator with 14 years of experience providing exceptional support to users at all levels.
  • Addressed potential concerns.
  • Committed to continuous improvement, contributing to resource optimization strategies that reduced IT-related customer wait times by 82% over 2021.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.

Accomplishments

  • Provided after-hours support for critical incidents, ensuring business continuity and uninterrupted system access.
  • Advised customers on tech-related best practices that saw client satisfaction scores increase by 50% in 2018.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed custom troubleshooting guides and FAQs based on recurring issues, decreasing unnecessary support escalations by 34%.
  • Contributed to quarterly IT security audits by ensuring compliance with method regulations, safeguarding sensitive information.
  • Created and enforced staff onboarding guidelines, ensuring all employees understood correct usage of systems resulting in 27% fewer incidents.
  • Improved team productivity by applying ITIL methodologies when coordinating service desks operations, leading to faster ticket resolution.
  • Collaborated with network administrators to fix connectivity issues, resulting in a 83% uptime improvement across the organization.
  • Led the migration of Tableau, ensuring seamless transition with zero downtime and improved system reliability.
  • Managed a multi-channel ticketing system that achieved a 40% reduction in resolution times and improved internal communication.

Affiliations

  • Jaycees
  • Troubleshooting System Administrators Forum
  • Technology Support Association (TSA)
  • Freemason
  • Microsoft Certified Professionals (MCP) Network
  • Association for Supply Chain Management (APICS)
  • IT Operations Manager Network (ITOM)
  • Association for Computing Machinery (ACM)
  • Association of Information Technology Professionals
  • Help Desk Institute (HDI) Member

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Network+
  • Certified Microsoft Modern Desktop Administrator Associate
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • Certified Public Accountant (CPA)
  • Cisco Certified Network Associate (CCNA)
  • Certified Information Systems Auditor (CISA)
  • Certified in Governance of Enterprise IT (CGEIT)
  • ITIL Foundation Certification
  • Certified Business Analysis Professional (CBAP)

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