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Skills

  • Operational improvement
  • Relationship development
  • Business operations
  • Regulatory compliance
  • Customer service expert
  • Active directory user management
  • Time management and prioritization
  • Process equipment
  • Communications
  • Technical documents comprehension

Work Experiences

  • Achieved an average reduction of program.
  • Described method solutions to customers to aid in problem resolution.
  • Worked closely with ServiceNow and Power BI users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Acted as the main technical contact for 13 third-party vendors, ensuring proper hardware, software, and warranty management.
  • Analyzed over 9 malware incidents.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 7 new accounts.
  • Adhered to SLA guidelines.
  • Achieved a measurable improvement in 41% customer satisfaction.
  • Analyzed and resolved over 11 malware incidents related to Power BI, significantly limiting business disruption impacts.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.

Summaries

  • Achieved a 46% improvement in first-contact resolutions.
  • Effectively troubleshoots and resolves issues on its own.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept in escalating critical issues.
  • Adept in escalating critical issues and working within SLA guidelines, recognized for never missing escalations during 6 months and reducing average resolution time by 15%.
  • Acted as the primary contact for 18 third-party vendors.
  • Lean and Lean are proudly certified.
  • Achieved a 55% decrease in issue resolution times.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Awarded Innovation Award for outstanding service delivery.

Accomplishments

  • Developed macros to automate routine troubleshooting tasks, reducing support response time by 24% per ticket.
  • Utilized remote diagnostic tools to troubleshoot and resolve 18 hardware/software issues daily, reducing the need for onsite support.
  • Streamlined the knowledge base structure, improving accessibility of resources by 28% and reducing ticket dependency for repeated issues.
  • Managed an inventory management system, automating software licensing and tracking to ensure compliance with minimal errors.
  • Automated password reset requests using Adobe Creative Suite, decreasing monthly helpdesk tickets by 19% and enhancing operational efficiency.
  • Assisted in upgrading outdated hardware/software for 7 users, resulting in enhanced productivity and reduced ticket generation.
  • Cross-trained 14 Help Desk team members on new technologies, ensuring business continuity during peak call volumes.
  • Redesigned the ticket triage process, leading to a 81% faster response time for high-urgency incidents, improving SLA adherence.
  • Identified system vulnerabilities using monitoring software and proactively escalated risks before they impacted 17 user environments.
  • Implemented remote desktop solutions, allowing faster troubleshooting processes and reducing physical support requests by 85%.

Affiliations

  • Project Management Institute
  • Toastmasters
  • MBA in Information Systems Management, process - 2018
  • Help Desk Institute (HDI) Membership
  • CompTIA Member (2019)
  • Association for Information Technology Professionals (AITP)
  • Rotary International
  • Google IT Support Professional Certificate - Coursera
  • National Association of Computer Consulting Businesses (NACCB)
  • Society of Women Engineers

Certifications

  • Certified Cloud Security Professional (CCSP)
  • CompTIA Security+ Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Help Desk Manager (CHDM)
  • IT Infrastructure Library (ITIL) Intermediate Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Salesforce
  • SHRM Senior Certified Professional (SHRM-SCP)
  • HDI Desktop Support Technician Certification

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