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Skills

  • Technical Support Management
  • New business opportunities
  • Audit Support
  • On-site plant support
  • Technical plan execution aptitude
  • Supporting audits
  • Patient-focused quality service
  • Supporting warehouse activities
  • Kitchen support
  • Security support

Work Experiences

  • Efficiently evaluated and resolved initiative technical issues for end users in order to reduce downtime.
  • Answered 7 incoming calls on framework and process products from residential and small business customers.
  • Described metric solutions to customers to aid in problem resolution.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Handled a high volume of calls and provided technical support to procedure.
  • Evaluated, troubleshot, and repaired a variety of machines, including desktop computers, printers, and sorters.
  • Managed customers' expectations of support and technology functionality in order to provide a positive user experience.
  • Conducted in-depth product and issue resolution research to address customer concerns.

Summaries

  • Excellent cross-functional collaboration and budget management knowledge.
  • IT Technical Support with 8 years of experience in mobile business solutions and a passion for excellent customer service.
  • Specialist in computer user support with a knack for recognizing the needs of both business and home users.
  • Within Miscellaneous, senior IT Technical Support and outstanding performer in project management and performance reporting.
  • Subject matter expert on ServiceNow with exceptional skills and knowledge in team leadership.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • IT Technical Support with a 8-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Provides QuickBooks support in its entirety.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Conducted training workshops for 10 users, providing hands-on troubleshooting education and increasing user self-service capabilities by 61%.
  • Led the initiative to consolidate company-wide software licenses, saving Ironclad Systems 22% in yearly licensing costs.
  • Handled network hardware troubleshooting, improving connectivity by 46% during critical operation windows.
  • Identified an underlying infrastructure issue causing network downtime and resolved it, resulting in a 54% increase in overall uptime.
  • Achieved and maintained SLA resolution rate of 54% by focusing on efficiency and clear communication with users.
  • Performed preventative maintenance on 14 network devices, eliminating unplanned downtime and extending system lifespan.
  • Collaborated with compliance to create IT policies that optimized user status updates and cut down on redundant tickets by 27%.
  • Trained 5 team members on advanced troubleshooting techniques, enhancing team-wide technical capabilities.
  • Participated in various incentive programs and contests designed to support achievement of production goals.
  • Troubleshot and resolved urgent network outages for Brightline, ensuring 26% system stability improvement during three years.

Affiliations

  • Jaycees
  • CompTIA Association of IT Professionals (AITP) Member
  • American Society of Safety Professionals
  • International Association of Administrative Professionals
  • Freemason
  • Member of the International Association of Computer Science & Information Technology (IACSIT)
  • Alumni of Certified Information Security Manager (CISM)
  • Membership in the Technology Professionals Association (TPA)
  • Association of Information Technology Professionals
  • Member of Society of Information Management (SIM)

Certifications

  • Red Hat Certified System Administrator (RHCSA)
  • HDI Technical Support Professional
  • CompTIA Security+
  • Fortinet Network Security Expert (NSE) Certification Program - NSE 4
  • CompTIA A+ Certification
  • Certified IT Asset Manager (CITAM)
  • Apple Certified Associate (ACA)
  • CompTIA Security+ Certification
  • Certified Ethical Hacker (CEH)
  • Cisco Certified Internetwork Expert (CCIE)

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