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Skills

  • Hardware procurement and vendor negotiation
  • MS Office
  • Cloud services administration (category)
  • Staff education and training
  • Data entry
  • Incident response and resolution protocols
  • Data integrity during software deployment
  • Process administration
  • DNS/DHCP configuration and support
  • Organization

Work Experiences

  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Achieved certification in 2017.
  • Achieved results in three years.
  • Avoided escalation to upper-tier support.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Automated routine maintenance tasks using Salesforce, reducing manual intervention by 45%.
  • Worked closely with ServiceNow and Salesforce users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Achieved a 74% reduction in request times.
  • Achieved a 38% increase in user satisfaction.
  • Achieved zero data loss.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved customer satisfaction scores of over 58%.
  • Excellent workflow optimization and process improvement knowledge.
  • Addressed employee needs.
  • Excellent Help Desk Support Coordinator with 16 years of experience providing exceptional support to users at all levels.
  • Within Miscellaneous, senior Help Desk Support Coordinator and outstanding performer in project management and data analysis.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Adept at negotiating cost-effective support contracts with third-party vendors, saving an estimated $3 annually on hardware and software services.
  • Achieved a 81% reduction in hardware downtime.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.

Accomplishments

  • Managed the onboarding process for 14 new employees, ensuring timely access to all required systems and zero escalated tickets.
  • Directed the implementation of a self-service ticketing portal, resulting in 32% fewer direct service desk inquiries.
  • Improved overall employee satisfaction with IT support by 80% through better prioritization and customized problem resolution.
  • Designed and distributed knowledge base articles and guides that helped reduce overall support tickets by 78%.
  • Created detailed troubleshooting guides for less experienced team members, cutting resolution times by 22%.
  • Revised and implemented password reset protocols, reducing help desk intervention by 78% and improving user response times.
  • Coordinated the troubleshooting and repair of 9 hardware components, resulting in system downtime reduction of 34%.
  • Optimized DNS/DHCP protocols, supporting 6 workstations and reducing configuration issues by 66%.
  • Led the deployment and training for new ServiceNow, supporting 16 users with a 83% reduction in support calls.
  • Successfully deployed Tableau to all company locations, resulting in significantly improved user performance and fewer support tickets.

Affiliations

  • Apple Consultants Network - Participated in Apple technology troubleshooting certification programs.
  • Lions Club
  • Association for Computing Machinery (ACM) - Regularly attend seminars on cloud-based infrastructure and support solutions.
  • Service Desk Institute (SDI) - Certified in PMP, continuously improving service desk operations.
  • Microsoft PowerShell User Group - Contributing member focusing on automation processes for help desk.
  • VMware Users Group (VMUG) - Active member participating in technical discussions around virtualization technologies.
  • Jaycees
  • Data Privacy and Protection Forum - Regularly attending webinars focused on reducing vulnerability exposure.
  • Association for Computing Machinery
  • Society of Women Engineers

Certifications

  • CompTIA Security+
  • Certified Public Accountant
  • Microsoft Certified: Windows 10 Endpoint Administrator
  • CompTIA Network+
  • Microsoft 365 Certified: Modern Desktop Administrator
  • CompTIA Cloud Essentials Certification
  • Google Certified Professional Cloud Architect
  • Certified Cloud Security Professional (CCSP)
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA A+ Technician

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