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Skills

  • Data recovery
  • MS Office
  • Organization
  • Communications
  • Process improvement
  • Firewall and security policy enforcement
  • Software diagnosis
  • Team management
  • System equipment
  • Application support

Work Experiences

  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Analyzed data from support tickets.
  • Configured new company-wide software.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Collaborated with team members and departments.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 15 new accounts.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Collected feedback post-support interactions.
  • Assisted users through a high-traffic support desk.
  • Worked closely with Workday and Asana users to provide solutions to operations issues via phone, email, live chat, and web teleconference.

Summaries

  • Specializes in framework and process product troubleshooting.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Excellent Helpdesk Support Engineer with 10 years of experience providing exceptional support to users at all levels.
  • Strengths in risk assessment and stakeholder engagement backed up by Miscellaneous training.
  • Achieved a 66% increase in customer satisfaction.
  • Excellent performance reporting and risk assessment knowledge.
  • Within Miscellaneous, senior Helpdesk Support Engineer and outstanding performer in budget management and strategic planning.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Configured multi-layer firewalls, enhancing network defense and reducing threat vector exposure by 61%.
  • Resolved product issue through consumer testing.
  • Administered cloud services for metric, optimizing 5 virtual machines to ensure operational efficiency.
  • Collaborated with the development team to identify and patch recurring software bugs, reducing support tickets by 80%.
  • Performed regular updates to Microsoft Excel systems, ensuring 100% compliance with program across all endpoints.
  • Monitored system operations and proactively resolved issues, preventing 9 potential security breaches.
  • Trained over 18 employees on new IT security protocols, leading to a 68% reduction in unauthorized access incidents.
  • Provided Tier 1 support to an average of 18 users daily, maintaining a 54% customer satisfaction rate.
  • Guided 4 users through complex cloud migration, resulting in 66% on-time completion and reduced post-migration errors.
  • Documented and resolved process which led to initiative.

Affiliations

  • Certified Information Systems Security Professional (CISSP) Alumni Group
  • Helpdesk Institute (HDI) Professional Member
  • Help Desk Support Engineers of Seattle
  • Wireshark Network Analysis User Group
  • Google Cloud Professionals Meetup
  • Toastmasters
  • Palo Alto Networks Certified Network Security Engineers Group
  • Windows Sysinternals Community
  • Society of Women Engineers
  • Microsoft Certified Solutions Expert (MCSE) Alumni Group

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • HDI Desktop Support Technician (HDI-DST)
  • First Aid/CPR Certified
  • CompTIA Network+ Certification
  • Salesforce
  • Certified Ethical Hacker (CEH)
  • HDI Support Center Analyst (HDI-SCA)
  • Project Management Professional (PMP)
  • Citrix Certified Associate – Virtualization (CCA-V)
  • Certified Business Analysis Professional (CBAP)

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