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Skills

  • Communications
  • Customer service
  • MS Office
  • Regulatory compliance
  • Staff education and training
  • Preventive maintenance scheduling
  • Supervision
  • Asset tracking and lifecycle management
  • Change management in IT systems
  • Mac systems

Work Experiences

  • Automated routine maintenance tasks.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Created and managed performance analytics reports for the help desk operation, increasing transparency and accountability within the team.
  • Authored technical documentation for internal use, which decreased knowledge transfer time among staff by 61% during onboarding.
  • Described process solutions to customers to aid in problem resolution.
  • Achieved a 66% reduction in connectivity-related tickets.
  • Achieved certification in 2017.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Conducted regular vulnerability assessments.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 18 new accounts.

Summaries

  • Competent Help Desk Support Coordinator with experience assisting metric users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Specializes in metric and initiative product troubleshooting.
  • CPA and OSHA are proudly certified.
  • Achieved a 81% reduction in hardware downtime.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved minimal downtime and no data loss.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.

Accomplishments

  • Delivered multi-channel support (phone, email, chat) across 15 platforms, increasing customer resolution satisfaction by 26%.
  • Resolved over 5 user issues per day, enabling an 73% improvement in team-wide response rate.
  • Managed the installation and configuration of 8 network devices, improving overall connectivity and reducing downtime instances.
  • Introduced a vulnerability assessment protocol, overseeing assessments for 5 systems and mitigating risks by 60%.
  • Ensured seamless migration to system, addressing 26% fewer incidents post-migration.
  • Documented and resolved category which led to program.
  • Implemented advanced troubleshooting techniques, leading to first-contact resolution rates increasing by 63%.
  • Coordinated the troubleshooting and repair of 9 hardware components, resulting in system downtime reduction of 34%.
  • Achieved framework, demonstrating advanced proficiency in resolving escalated system issues in Salesforce.
  • Successfully deployed Tableau to all company locations, resulting in significantly improved user performance and fewer support tickets.

Affiliations

  • Association for Computing Machinery (ACM) - Regularly attend seminars on cloud-based infrastructure and support solutions.
  • Institute of Electrical and Electronics Engineers (IEEE) - IT Section Member since 2019, furthering technical proficiency.
  • Rotary International
  • VMware Users Group (VMUG) - Active member participating in technical discussions around virtualization technologies.
  • Association of Information Systems (AIS) - Continually engaged in IT systems research and community discussions.
  • Society of Women Engineers
  • International Council of Nurses
  • Association for Technical Support Professionals (ATSP) - Contributor to white papers on improving first-call resolution rates.
  • CompTIA A+ Certification - Regular participation in workshops on preventive maintenance procedures.
  • Association for Computing Machinery

Certifications

  • Google Certified Professional Cloud Architect
  • Certified Technical Support Professional (CTSP)
  • Certified Network Support Specialist (CNSS)
  • Apple Certified Associate (ACA)
  • Certified Information Security Manager (CISM)
  • HDI Support Center Manager Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • ITIL Foundation Level Certification
  • Project Management Professional (PMP)
  • CompTIA Security+ Certification

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