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Skills

  • Accounts payable/receivable
  • Territory Sales Experience
  • Computer literate
  • Technical documents comprehension
  • Music showcase training
  • Cross-functional team collaboration
  • Results-oriented
  • Problem resolution
  • Relationship development
  • Weekly Payroll

Work Experiences

  • Analyzed and resolved standard hardware issues.
  • Achieved Excellence Award for resolving high-priority incidents.
  • Led a support team that assisted an average of 14 users globally in a 24/7 support environment as a level-three supervisor.
  • Achieved this over several months.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Collaborated with operations to implement a new call distribution system, improving call routing efficiency by 36%.
  • Increased company revenue by 13% beyond two years targets by upselling products and services.
  • Boosted productivity.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Achieved a 52% decrease in escalated tickets.

Summaries

  • 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.
  • Senior Embedded Software Engineer with extensive experience in all phases of software development.
  • Achieved a 50% reduction in response time.
  • Customer-focused Sales Representative with 4 years of experience solving problems for clients.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Excellent risk assessment and performance reporting knowledge.
  • Within Miscellaneous, senior Help Desk Representative and outstanding performer in project management and data analysis.
  • Help Desk Representative with a 5-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Excellent Help Desk Representative with 9 years of experience providing exceptional support to users at all levels.

Accomplishments

  • Consulted
  • Applied technical expertise in ServiceNow to resolve metric, saving Ironclad Systems an estimated 16 in lost productivity over two years.
  • Created
  • Competitive Analysis: Performed competitive analysis to make recommendations for future company growth.
  • Ensured
  • Guided
  • Advised and assisted 2 customers on PC/laptop setup and configuration in line with Jira standards, improving system reliability by 49%.
  • Coded and managed automated scripts for routine maintenance tasks, enabling reduced manual workload for the help desk by 14 hours each week.
  • Assisted in the rollout of an upgraded software suite, performing software configurations across 5 user systems with a 32% reduction in user issues.
  • Collaborated with team of 2 in the development of framework.

Affiliations

  • CompTIA Network+ Certification Member
  • Cisco Certified Network Associate (CCNA) Certification
  • American Marketing Association
  • Member, Association of Computing Machinery (ACM) Special Interest Group on IT Professionals
  • LinkedIn Learning Technology Support Member
  • Initiated internal learning programs through Salesforce to upskill support teams in ServiceNow
  • Jaycees
  • Freemason
  • Society of Women Engineers
  • Information Technology Infrastructure Library (ITIL) Foundation Certification

Certifications

  • CompTIA Network+ Certification
  • Microsoft Certified Solutions Expert (MCSE)
  • First Aid/CPR Certified
  • CompTIA Security+
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Office Specialist (MOS) Certification
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Security+ Certification
  • ServiceNow Certified System Administrator (CSA)
  • Microsoft Certified Systems Engineer (MCSE)

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