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Skills

  • Application support
  • Cloud services administration (HubSpot or process)
  • IP networking (TCP/IP, DNS, DHCP)
  • Organization
  • Budgets
  • Escalated issue resolution
  • Project organization
  • Automation scripting (procedure)
  • Incident Management
  • Business operations

Work Experiences

  • Achieved a 51% increase in customer satisfaction ratings.
  • Kept track of running systems and entered commands to troubleshoot issues like process and system.
  • Collaborated with team members and departments to ensure seamless hardware installations across 5 locations, reducing downtime by 16%.
  • Worked closely with Workday and Asana users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Conducted extensive diagnostics.
  • Conducted staff training on common configuration issues.
  • Achieved a 25% improvement in self-resolved cases.
  • Used budget management and cross-functional collaboration to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Explained technical information to non-technical people in plain English to help them understand it better.

Summaries

  • Strengths in risk assessment and stakeholder engagement backed up by Miscellaneous training.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Effectively troubleshoots and resolves issues on its own.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 66% increase in customer satisfaction.
  • Applied effective technical troubleshooting.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Accomplished Helpdesk Support Engineer with hands-on experience managing VPN configurations for 18 remote users, enhancing security and accessibility in global environments.
  • Enhances system performance by analyzing and correcting various hardware and software issues.

Accomplishments

  • Successfully managed the configuration and deployment of 10 new workstations, keeping all installations within the specified budget.
  • Developed integration scripts for Asana, improving workflow automation and reducing manual ticket processing by 58%.
  • Delivered in-depth technical support training to a team of 8, improving problem-solving rates by 85%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Integrated HubSpot support solution into helpdesk system, reducing manual ticket processing time by 58%.
  • Led incident resolution for a critical network outage, restoring services within 6 minutes, reducing business interruption costs by process.
  • Automated recurring tasks using metric, which reduced manual intervention by 15 hours per week.
  • Led the implementation of new workstation deployment systems, reducing setup time by 6 hours per device.
  • Developed a comprehensive FAQ for common user issues, reducing repeated helpdesk tickets by 64%, streamlining support operations.
  • Performed regular updates to Microsoft Excel systems, ensuring 100% compliance with program across all endpoints.

Affiliations

  • Certified Information Systems Security Professional (CISSP) Alumni Group
  • Red Hat Certified System Administrator (RHCSA) Networking Circle
  • Technology Services Industry Association (TSIA)
  • LinkedIn Cybersecurity Experts Group
  • Wireshark Network Analysis User Group
  • Association of Information Technology Professionals (AITP)
  • Project Management Institute
  • American Society of Safety Professionals
  • Toastmasters
  • American Marketing Association

Certifications

  • Certified Technical Support Assistant (CTSA)
  • Palo Alto Networks Certified Cybersecurity Associate (PCCSA)
  • Certified Business Analysis Professional (CBAP)
  • CompTIA A+ Technician
  • First Aid/CPR Certified
  • Certified IT Service Management (CITSM)
  • Microsoft Certified: Windows Server Administrator
  • Google Certified Professional Cloud Architect
  • Certified Help Desk Manager (CHDM) by RCCSP
  • CompTIA Network+

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