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Skills

  • Regulatory compliance
  • Project organization
  • Process improvement
  • Hardware diagnostics and maintenance
  • Multitasking in fast-paced environments
  • First Aid/CPR
  • Customer service
  • Application support
  • Collaborating across teams to resolve complex issues
  • Cross-functional team collaboration

Work Experiences

  • Automated responses for common inquiries.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Described method solutions to customers to aid in problem resolution.
  • Avoided potential service disruptions.
  • Increased company revenue by 5% beyond 6 months targets by upselling products and services.
  • Assisted in troubleshooting hardware issues by guiding users remotely to fix system device malfunctions, achieving a 78% first call resolution rate.
  • Used risk assessment and process improvement to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Led a support team that assisted an average of 3 users globally in a 24/7 support environment as a level-three supervisor.
  • Achieved resolution within 15 hours.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.

Summaries

  • Achieved a 24% decrease in related support queries.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Excellent project management and process improvement knowledge.
  • Subject matter expert on Adobe Creative Suite with exceptional skills and knowledge in quality assurance.
  • Achieved 32% success.
  • Achieved an average resolution time of 6 minutes for urgent issues.
  • Achieved results over a period of 18 months.
  • Supporting hardware and software issues for metric computer systems is a skillful Help Desk Volunteer.
  • Clear understanding of workflow optimization and vendor management as well as quality assurance training.
  • Achieved high first contact resolution rate.

Accomplishments

  • Reduced ticket response times by 79% by streamlining the technical support process using QuickBooks.
  • Designed and improved troubleshooting procedures for the ticketing system, boosting help desk efficiency by 48%.
  • Trained end-users on Asana, accelerating adoption rates and decreasing initial technical issues by 56%.
  • Spearheaded troubleshooting for network access issues in metric, leading to a resolution time reduction of 40%.
  • Facilitated the setup of 15 new workstations for process, ensuring on-schedule project execution without critical delays.
  • Collaborated with a cross-functional team to resolve complex system failures, achieving a ticket closure rate of 52% within several months.
  • Collaborated with the IT department to conduct regular system audits, enhancing efficiency and compliance with framework.
  • Executed key system diagnostics and repairs on critical hardware, eliminating potential disruptions for over 6 users.
  • Designed and led 16 in-house technical training sessions, improving software proficiency and reducing help desk requests by 79%.
  • Identified common user errors through data analysis and proposed system modifications that decreased similar tickets by 84%.

Affiliations

  • Toastmasters
  • Service Desk Institute (SDI)
  • National Association of Social Workers
  • Remote Support Specialist Certifying Associations
  • International Association of Administrative Professionals
  • International Association of Privacy Professionals (IAPP)
  • Certified IT Asset Manager (CITAM) Membership Network
  • Association for Supply Chain Management (APICS)
  • Google Developers Group (GDG) – Networking and Peer Learning
  • American Society of Safety Professionals

Certifications

  • Certified IT Support Technician (CITST)
  • SHRM Certified Professional (SHRM-CP)
  • ServiceNow Certified System Administrator
  • Certified Information Security Manager (CISM)
  • Salesforce
  • HDI Support Center Analyst (HDI-SCA)
  • Microsoft Certified: Azure Fundamentals
  • Google Certified Professional Cloud Architect
  • Google IT Support Professional Certificate
  • Certified Public Accountant

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