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Skills

  • Process improvement
  • Organization
  • Hardware and peripheral support
  • Database administration
  • Credit and collections
  • Automation using metric
  • Communications
  • Strategic planning
  • Policy and procedure modification
  • Bookkeeping

Work Experiences

  • Restructured installation processes and staff teams, resulting in a 13% increase in productivity.
  • By automating client correspondence, record tracking, and data communications, I was able to improve office operations.
  • Achieved consistent customer satisfaction above 73%.
  • Achieved a 8% reduction in repeated incidents.
  • Intervened between Helpdesk Executives during arguments and diffused tense situations using vendor management and workflow optimization.
  • Achieved minimal downtime during the rollout.
  • Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on team leadership and stakeholder engagement.
  • Developed a highly efficient administrative team through ongoing coaching and professional development opportunities.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Gathered and analyzed administrative cost data in order to prepare two years budgets for corporate management.

Summaries

  • Accelerated productivity ramp-up.
  • Achieved a 49% decrease in user problems.
  • To meet project objectives, prioritize projects and multitask effectively.
  • Meticulous Helpdesk Executive capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using HubSpot.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Miscellaneous background.
  • Achieved 46% compliance with documentation standards.
  • Commended for consistently driving team success through strict adherence to company procedures and effective employee training.
  • Independently solved problems and kept teams on task to handle a variety of business requirements.
  • Within Miscellaneous, senior Helpdesk Executive and outstanding performer in vendor management and project management.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Increased overall helpdesk efficiency metrics after introducing a new dashboard in Tableau, providing real-time ticket progress updates.
  • Collaborated with team of 3 in the development of standard.
  • Partnered with internal teams to create preemptive troubleshooting workflows for high-demand periods, resulting in 30% fewer service disruptions.
  • Resolved product issue through consumer testing.
  • Provided troubleshooting for Microsoft Excel in high-demand periods, achieving and maintaining 20% first-call resolution (FCR) rate.
  • Documented and resolved method which led to initiative.
  • Streamlined ticket assignment and categorization process, raising productivity by 22% across the helpdesk team.
  • Proactively identified and documented recurring technical issues, reducing repeat incidents by 80% over 18 months.
  • Awarded PMP for excellence in process development, reducing ticket backlog by 36% within 18 months.
  • Decreased downtime caused by software issues by 63% after introducing automated monitoring systems and troubleshooting tools.

Affiliations

  • Help Desk Institute (HDI)
  • Information Systems Audit and Control Association (ISACA)
  • Jaycees
  • Certified Help Desk Manager (CHDM) Community
  • Certified Information Security Manager (CISM) Network
  • Rotary International
  • Project Management Institute (PMI)
  • National Association of Social Workers
  • IT Operations Management Professional Group
  • Society for Technical Communication (STC)

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Internet Webmaster (CIW)
  • Certified Public Accountant
  • Certified Help Desk Manager (CHDM)
  • Microsoft Certified: Azure Fundamentals
  • Certified Microsoft Technology Associate (MTA)
  • First Aid/CPR Certified
  • Certified in Risk and Information Systems Control (CRISC)
  • Cisco Certified Network Associate (CCNA)
  • Certified Wireless Network Administrator (CWNA)

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