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Skills

  • Technical documents comprehension
  • Adaptability in Fast-Paced IT Environments
  • Staff education and training
  • Operational improvement
  • Customer service
  • End-user training and education
  • First-call Resolution
  • Organization
  • Live chat support
  • Project organization

Work Experiences

  • Worked closely with SAP and Jira users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Collaborated cross-departmentally.
  • Created and maintained a knowledge base.
  • Addressed issues within three years.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Collaborated with IT department to prevent security breaches by updating metric systems, resulting in 19% fewer vulnerabilities identified.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Coordinated repairs with external vendors.
  • Kept track of running systems and entered commands to troubleshoot issues like system and standard.

Summaries

  • Strengths in stakeholder engagement and quality assurance backed up by Miscellaneous training.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Clear understanding of risk assessment and data analysis as well as quality assurance training.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Specializes in metric and category product troubleshooting.
  • Supporting hardware and software issues for program computer systems is a skillful Help Desk Student Worker.
  • Balanced multiple requests simultaneously.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Adept at hardware troubleshooting.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Coordinated with service vendors to replace outdated hardware for 12 departments, improving system reliability.
  • Assisted in the rollout of new cloud-based collaboration tools, improving project turnarounds and reducing downtime for student groups.
  • Monitored system performances during peak hours, identifying and recommending changes leading to improved system uptime.
  • Designed a new user-friendly ticketing system, reducing time to log service requests by 47%.
  • Delivered targeted training sessions for new students on Tableau, improving the overall user experience and minimizing troubleshooting requests.
  • Reduced hardware downtime by conducting regular preventative maintenance checks for over 5 computers.
  • Assisted in configuring remote desktop environments for 12 users, ensuring access to necessary software and databases.
  • Answered over 5 support requests per day, consistently resolving 18% of issues on first contact.
  • Collaborated with cross-functional teams to implement system-wide improvements that enhanced network security and performance.
  • Anticipated and proactively resolved HubSpot-related issues, enabling uninterrupted coursework and system use.

Affiliations

  • International Association of Administrative Professionals
  • Lions Club
  • Cybersecurity Students Association
  • American Marketing Association
  • Microsoft Imagine Academy
  • Wi-Fi Alliance University Affiliate
  • Institute of Electrical and Electronics Engineers (IEEE) Student Member
  • Women in Technology (WIT) - Student Affiliate
  • Red Hat Academy Member
  • Association for Supply Chain Management (APICS)

Certifications

  • CompTIA A+ Technician
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Apple Certified Support Professional (ACSP)
  • Zendesk Support Administrator Certification
  • CompTIA Security+
  • Google Certified Professional Cloud Architect
  • ServiceNow Certified System Administrator
  • Certified Cloud Security Professional (CCSP)
  • Certified Network Computer Technician (CNCT)
  • Project Management Professional (PMP)

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