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Skills

  • Data entry
  • Issue prioritization improvement
  • Data backup process standardization
  • Team building
  • Technical issues analysis
  • Data recovery
  • Regulatory compliance
  • Problem resolution
  • Budgets
  • End-user technical assistance

Work Experiences

  • Led a support team that assisted an average of 2 users globally in a 24/7 support environment as a level-three supervisor.
  • Used strategic planning and stakeholder engagement to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Assisted in drafting security protocols.
  • Assisted in restoring company data after a system failure by ensuring backup protocols were followed, recovering 46% of lost files within three years.
  • Achieved Excellence Award for consistently exceeding customer satisfaction targets, demonstrating a strong emphasis on empathic communication and patience.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Achieved zero major system bugs reported.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.

Summaries

  • Collaborated on the migration of 7 systems to Power BI.
  • Aptitude for troubleshooting complex IT issues.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Asana expert and QuickBooks user.
  • Collaborated with vendors to decrease downtime by 31%.
  • Within Miscellaneous, senior Help Desk Support Intern and outstanding performer in cross-functional collaboration and performance reporting.
  • Achieved swift resolutions through adept diagnosis.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Achieved a 77% decrease in downtime for department servers.
  • Adaptable Help Desk Support Intern with experience configuring and installing software for new employees across 18 departments, minimizing downtime and increasing overall onboarding efficiency.

Accomplishments

  • Reduced recurring help desk ticket volumes by 36% through user education seminars on common software troubleshooting strategies.
  • Resolved product issue through consumer testing.
  • Configured and installed HubSpot onto 7 new machines, facilitating smooth transitions for newly onboarded employees and reducing setup-related frustrations.
  • Provided real-time technical support during company-wide virtual meetings, resolving technical issues for 14 attendees within seconds to prevent delays.
  • Documented and resolved initiative which led to standard.
  • Set up and configured 9 new VPN connections for remote workers, enabling secure access to the company’s network and minimizing connection-related issues.
  • Documented solutions for complex network and software problems in a shared repository, speeding up future ticket resolutions by 26%.
  • Assisted in regular software patching and prioritization, ensuring critical vulnerabilities on SAP were addressed within 18 months.
  • Created in-depth troubleshooting documentation for common software installation errors, reducing IT response times by 62% during onboarding processes.
  • Monitored network traffic and identified an underutilized connection route, increasing overall network speeds by 22% for sales.

Affiliations

  • Co-facilitator, Software Troubleshooting Workshops at process
  • National Association of Social Workers
  • Project Management Institute
  • Association for Computing Machinery
  • Toastmasters
  • Certified Associate of Project Management (CAPM) Interest Group
  • International Association of Administrative Professionals
  • Jaycees
  • Technology Innovation Student Association
  • Collaborator, Vendor Outreach and Hardware Policy Group

Certifications

  • CompTIA Network+ Certification
  • CompTIA Security+ Certification
  • ITIL 4 Managing Professional Transition Module
  • VMware Certified Technical Associate - Digital Workspace
  • Certified Business Analysis Professional (CBAP)
  • Google Workspace Admin Associate Certification
  • Certified Ethical Hacker (CEH)
  • Google Android Support Certificate
  • ServSafe
  • ServiceNow Certified System Administrator

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