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Skills

  • Phishing prevention strategies
  • IT team collaboration
  • Onboarding software configuration
  • IT service response time improvement
  • Daily ticket resolution tracking
  • Relationship development
  • MS Office
  • Network performance monitoring
  • Customer service expert
  • Data recovery

Work Experiences

  • Analyzed and documented 3 customer-reported bugs.
  • Achieved 4% improvement in response consistency for major IT issues.
  • Actively monitored service uptime, updating stakeholders of real-time incidents, and achieved 17% improvement in response consistency for major IT issues.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Achieved a 19% satisfaction improvement.
  • Achieved zero major system bugs reported.
  • Actively monitored service uptime.
  • Addressed frequently encountered issues.
  • Assisted in restoring company data after a system failure.
  • Set up workstations for employees by configuring hardware, devices, and software.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Collaborated across departments.
  • Aptitude for troubleshooting complex IT issues.
  • Subject matter expert on ServiceNow with exceptional skills and knowledge in cross-functional collaboration.
  • Costs were consistently reduced while profits were increased.
  • Promotes strategic planning and data analysis skills that are dynamic.
  • Adaptable Help Desk Support Intern.
  • Supporting hardware and software issues for program computer systems is a skillful Help Desk Support Intern.

Accomplishments

  • Worked with the IT department to implement a new software deployment tool, decreasing software downtime for critical systems by 26%.
  • Trained 8 new hires on company guidelines for cybersecurity best practices, improving onboarding efficiency and reducing entry-level incidents.
  • Conducted root cause analysis of recurring program, mitigating 4 service tickets per week and improving overall system uptime.
  • Reduced recurring help desk ticket volumes by 36% through user education seminars on common software troubleshooting strategies.
  • Coordinated the backup of data during migration to category, ensuring uninterrupted access to key resources while moving to a new platform.
  • Assisted in migrating 4 of data to metric, reducing storage needs by 85% and improving access to critical files for compliance.
  • Collaborated within a cross-functional IT team to develop and implement phishing prevention training, reducing phishing incidents by 74%.
  • Implemented network drive sharing across 4 different workstations, resulting in 71% faster access to shared files across departments.
  • Implemented and tested the new system upgrade for Jira, ensuring compatibility across 8 workstations and eliminating repeated conflicts.
  • Developed and implemented a knowledge base for frequently asked help desk support queries, reducing repetitive ticket submissions by 31%.

Affiliations

  • Rotary International
  • International Council of Nurses
  • Association for Computing Machinery
  • International Association of Privacy Professionals (IAPP)
  • Jaycees
  • Volunteer, Open Source Software and Linux User Group
  • American Marketing Association
  • American Medical Informatics Association
  • Information Technology Infrastructure Library (ITIL) Community
  • Project Management Institute (PMI) – IT Support Special Interest

Certifications

  • CompTIA Security+ Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google Certified Professional Cloud Architect
  • SHRM Certified Professional (SHRM-CP)
  • Apple Certified Mac Technician (ACMT)
  • Project Management Professional (PMP)
  • Microsoft Certified: Azure Administrator Associate
  • Certified Incident Handler (ECIH)

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