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Skills

  • Pet charting information
  • Client-focused
  • CRM Systems
  • Budgets
  • Internal auditing
  • Tax preparation
  • Escalation management
  • Contract negotiation/review/drafting
  • Customer satisfaction
  • Heavy lifting

Work Experiences

  • Achieved Top Performer for resolving high-priority incidents during a critical system outage, saving 11 in potential company loss.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Collaborated with engineering on migration to SAP.
  • Achieved a several months reduction.
  • 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.
  • Collaborated with compliance on successful migration to Microsoft Excel, ensuring data integrity and reducing downtime by 61%.
  • Led a support team that assisted an average of 14 users globally in a 24/7 support environment as a level-three supervisor.
  • Achieved a 62% customer satisfaction score.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Achieved a 52% decrease in escalated tickets.

Summaries

  • Motivated Help Desk Representative with experience managing large-scale projects, including budgeting and administration.
  • Dynamic communicator who consistently outperforms company goals and expectations.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Achieved a 85% decrease in turnaround time.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Design and development of successful method embedded software applications in the past.
  • Achieved a 78% faster resolution rate.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Help Desk Representative with a 5-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Effectively troubleshoots and resolves issues on its own.

Accomplishments

  • Trained
  • Recommended
  • Managed
  • Won
  • Applied technical expertise in ServiceNow to resolve metric, saving Ironclad Systems an estimated 16 in lost productivity over two years.
  • Consulted
  • Advised and assisted 2 customers on PC/laptop setup and configuration in line with Jira standards, improving system reliability by 49%.
  • Improved
  • Assisted in the rollout of an upgraded software suite, performing software configurations across 5 user systems with a 32% reduction in user issues.
  • Solved

Affiliations

  • Rotary International
  • American Marketing Association
  • Western Governors University IT Help Desk Alumni Community
  • Attendee, IT Support Knowledge Exchange Conference
  • Microsoft Certified Professional (MCP) Program
  • Initiated internal learning programs through Salesforce to upskill support teams in ServiceNow
  • Freemason
  • Affiliate Member, Wi-Fi Wireless Association
  • Association of Support Professionals (ASP)
  • Affiliate, Society of Customer Relations Professionals

Certifications

  • Certified Ethical Hacker (CEH)
  • Microsoft Certified: Modern Desktop Administrator Associate
  • ServSafe
  • Cisco Certified Network Associate (CCNA)
  • Apple Certified Associate (ACA)
  • Certified Linux Administrator (CLA)
  • HDI Desktop Support Technician (HDI-DST)
  • CompTIA Security+ Certification
  • Axelos ITIL Practitioner Certification
  • CompTIA Network+

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