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Skills

  • Automated script development (metric)
  • Software diagnosis
  • Hardware and software support
  • MS Office
  • First Aid/CPR
  • End-user satisfaction monitoring
  • Desktop support
  • Technical issues analysis
  • Customer service
  • Help desk leadership

Work Experiences

  • Used data analysis and project management to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Achieved President's Club for exemplary customer service.
  • Contributed to a successful rollout across 14 departments.
  • Collaborated with cross-functional teams to provide technical support during critical system migrations in 2024.
  • Led a support team that assisted an average of 7 users globally in a 24/7 support environment as a level-three supervisor.
  • Conducted after-hours follow-up for high-priority issues.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Assisted senior IT staff in root cause analysis.
  • Assisted with basic hardware malfunctions.
  • Increased company revenue by 15% beyond several months targets by upselling products and services.

Summaries

  • Achieved a consistent 69% satisfaction rating.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • A collaborative team player with strong cross-functional communication skills, ensuring cohesive technical support during project work, such as system migrations in 2017.
  • Adept at reducing ticket queues.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Excellent Help Desk Support Representative with 12 years of experience providing exceptional support to users at all levels.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Achieved a 19% decline in repetitive support requests.
  • Adept at triaging and escalating complex issues, successfully handling 9 Tier-2 escalations per week and providing expert resolutions for intricate SAP and standard issues.
  • Achieved a 28% reduction in ticket processing times.

Accomplishments

  • Resolved product issue through consumer testing.
  • Collaborated with network engineers to resolve complex firewall issues in 6 months, minimizing business downtime.
  • Developed user-friendly guides and how-to documentation to improve first-level resolution for common IT issues by 27%.
  • Utilized remote desktop tools to resolve daily end-user issues, achieving a 50% customer satisfaction rate in post-service surveys.
  • Documented and transferred knowledge on specific VPN troubleshooting scenarios, improving resolution rate without escalation by 71%.
  • Established service-level agreement parameters for support tickets, improving on-time resolution by 81%.
  • Delivered ongoing Office 365 administration support, contributing to improved email and collaboration tool utilization by team members.
  • Conducted Level 1 & 2 troubleshooting for users, consistently achieving a first-call resolution rate of 77%.
  • Provided remote desktop support via procedure, reducing onsite hardware service visits by 37%.
  • Implemented tracking system to monitor support ticket life cycles, reducing time-to-closure by 76% over a three years.

Affiliations

  • Network+ Certification Study Cohort
  • Active Directory Administrators Forum
  • CompTIA IT Professionals Association
  • SANS Security Awareness Affiliate Professionals
  • Project Management Institute (PMI), IT Division
  • American Marketing Association
  • Society for Information Management (SIM)
  • International Association of Administrative Professionals
  • International Association of Privacy Professionals (IAPP)
  • Computer Science Teachers Association (CSTA) - Member

Certifications

  • Salesforce
  • HDI Desktop Support Technician (HDI-DST)
  • CompTIA Security+
  • Cisco Certified CyberOps Associate
  • Red Hat Certified System Administrator (RHCSA)
  • Microsoft 365 Certified: Fundamentals
  • Project Management Professional (PMP)
  • Certified Cisco Network Professional Enterprise (CCNP)
  • ServSafe
  • Cisco Certified Entry Networking Technician (CCENT)

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