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Skills

  • Training junior service desk analysts
  • Preventive system maintenance to avoid downtime
  • Prioritizing and triaging IT support tickets
  • Hardware setup and configuration for endpoint devices
  • Post-deployment troubleshooting support
  • Ensuring high levels of customer satisfaction (e.g., 77%+ satisfaction)
  • Customer-centric IT support, exceeding expectations
  • Network configuration and issue resolution
  • Service desk leadership and team coaching
  • Cloud systems migration support (e.g., metric)

Work Experiences

  • Contributed to the company's digital transformation by helping successfully migrate key business systems to category, with zero user disruption.
  • Documented all customer interactions using program, ensuring records were updated with detailed resolutions and follow-up actions.
  • Avoided penalties of $3.
  • Authored comprehensive knowledge base articles.
  • Delivered exceptional remote support through tools like process, assisting users across 15+ regions seamlessly.
  • Developed and implemented new ticketing workflows that reduced service desk resolution time by 62% without increasing budget.
  • Assisted in post-deployment troubleshooting.
  • Kept my cool in stressful situations.
  • Recommended solutions and resolved problems across a variety of IT platforms in order to minimize the impact of IT changes on business.
  • Collaborated with vendors on hardware repairs.

Summaries

  • Created clearer accountability and improved service transparency.
  • Collaborative IT Service Desk Analyst with 12 years of experience working closely with cross-functional IT teams and business departments to address technical support needs. Improved system uptime by 44% through preventive monitoring and incident resolution initiatives, ensuring smooth operations for Vantage.
  • Adept in customer-facing communication.
  • Client-focused IT Service Desk Analyst specializing in remote, on-site, and cloud platform troubleshooting. Played a pivotal role in reducing system downtime by 55% through proactive monitoring and swift resolution of known issues. Eager to leverage these results-driven approaches in my next role at Lakeside Partners.
  • Achieved 53% faster issue resolutions.
  • Automated repetitive tasks using method.
  • Committed to ensuring high uptime and service quality.
  • Certified IT Service Desk Analyst.
  • Conducted troubleshooting efforts.
  • Achieved operational continuity.

Accomplishments

  • Implemented an IT knowledge base that reduced incoming support tickets by 84% by enabling end-user self-service.
  • Resolved hardware and software issues for 3+ onsite and remote employees, maintaining a 76% first-contact resolution rate.
  • Reduced system downtime by 59% through proactive monitoring and early detection of service disruptions, improving overall service availability.
  • Managed 2 high-severity incidents, orchestrating cross-team collaboration to restore services within 3 minutes/hours.
  • Created remote troubleshooting strategies that improved efficiency for 7 geographically dispersed employees across Portland.
  • Optimized VPN configurations, resulting in remote work efficiency improving by 15% across the Northeast offices.
  • Reduced response time to first-tier service desk tickets by 48% through the revision of existing workflows and processes.
  • Maintained 73% compliance with IT security policies during sensitive data recovery processes.
  • Diagnosed and resolved 11+ network connectivity issues annually for office and remote users, enhancing organizational productivity.
  • Enhanced video conferencing capabilities by implementing Microsoft Excel, improving meeting quality for 18 users across global offices.

Affiliations

  • Member of the the Northeast IT Professionals User Group
  • Attended the annual Service Desk and IT Support Conference in 2017, networking with industry leaders
  • Participated in ITIL® Practitioner course to deepen understanding of service desk improvement strategies
  • Volunteered with process providing IT support and desktop management
  • Completed certification in procedure automation for help desk operations
  • Completed Microsoft Azure Fundamentals Certification to enhance cloud-based service desk support
  • Certified in HDI Problem Management Professional (PMP), covering root cause analysis and service restoration
  • Completed Certified Ethical Hacker (CEH) certification focusing on cybersecurity measures for IT desks
  • Member of the National Society of IT Service Management (itSMF USA)
  • Participated in category Conference that hosted workshops on automation in help desks

Certifications

  • Certified Information Systems Security Professional (CISSP®) – 2017
  • ITIL Foundation Certification – 2024
  • IT Service Management (ITSM) Professional 2016
  • Certified Problem Manager – Cedar Works 2021
  • Microsoft Certified: Teams Administrator Associate 2024
  • Microsoft Certified: Windows Server Fundamentals 2021
  • Certified Support Center Analyst (CSCA) – Help Desk Institute (HDI) 2016
  • Certified Microsoft Azure Support Engineer for Connectivity Specialty 2020
  • Service Desk Analyst (SDA) Certification – Service Desk Institute 2015
  • HDI Support Center Analyst (HDI-SCA) - 2020

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