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Skills

  • Supporting audits
  • Welding abilities
  • On-Site Technical Support
  • On-site plant support
  • Previous technical support experience
  • Kitchen support
  • Onsite customer support
  • Supporting warehouse activities
  • Commander support
  • Support group facilitation

Work Experiences

  • Contributed to internal technical tools by using my category scripting skills.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Efficiently evaluated and resolved initiative technical issues for end users in order to reduce downtime.
  • Managed customers' expectations of support and technology functionality in order to provide a positive user experience.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Used program ticketing systems to manage and process support actions and requests.
  • Resolved escalated issues by acting as a subject matter expert on a wide range of Jira issues.
  • Was in charge of maintaining and updating the procedure customer service database.

Summaries

  • Competent IT Technical Support with experience assisting program users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Specialist in computer user support with a knack for recognizing the needs of both business and home users.
  • Skilled at approaching problems in novel ways to come up with novel solutions.
  • IT Technical Support with 8 years of experience in mobile business solutions and a passion for excellent customer service.
  • Asana expert and Tableau user.
  • Subject matter expert on ServiceNow with exceptional skills and knowledge in team leadership.
  • CPA and PMP are proudly certified.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • With ease and patience, troubleshoots highly technical issues.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.

Accomplishments

  • Performed preventative maintenance on 14 network devices, eliminating unplanned downtime and extending system lifespan.
  • Resolved escalated issues for Asana department, improving customer satisfaction score by 58% over two years.
  • Trained 5 team members on advanced troubleshooting techniques, enhancing team-wide technical capabilities.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Monitored 6 network devices, proactively applying critical updates and patches, ensuring zero security breaches in one year.
  • Troubleshot and resolved urgent network outages for Brightline, ensuring 26% system stability improvement during three years.
  • Devised a strategic plan for IT help desk ticket triage, reducing ticket backlog by 71% in one year.
  • Authored and delivered technical documentation supporting key IT procedures, adopted company-wide by 9 departments.
  • Collaborated with compliance to create IT policies that optimized user status updates and cut down on redundant tickets by 27%.
  • Documented and resolved system which led to standard.

Affiliations

  • Member of the Python Software Foundation (PSF)
  • Cloud Certified Professional - AWS Certified Solutions Architect Affiliation
  • CompTIA Association of IT Professionals (AITP) Member
  • Association for Computing Machinery
  • IEEE Computer Society Membership
  • Membership in Association for Technical Support Professionals
  • ITIL Foundation Certified in IT Service Management since 2022
  • Cisco Certified Network Professional (CCNP) Alumni Association
  • Rotary International
  • International Council of Nurses

Certifications

  • HDI Technical Support Professional
  • Fortinet Network Security Expert (NSE) Certification Program - NSE 4
  • Juniper Networks Certified Associate - Junos (JNCIA-Junos)
  • Certified Public Accountant (CPA)
  • Project Management Professional (PMP)
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • CompTIA Security+
  • Certified Information Systems Auditor (CISA)
  • Certified in Cybersecurity (ISC)²
  • SHRM Certified Professional (SHRM-CP)

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