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Skills

  • First Aid/CPR
  • Project organization
  • Framework equipment
  • Ticket management
  • Technical troubleshooting
  • Incident Management
  • Business operations
  • Budgets
  • MS Office
  • Production understanding

Work Experiences

  • Analyzed Power BI usage patterns.
  • Analyzed performance metrics.
  • Assisted in identifying technical issues.
  • Collaborated with cross-functional teams.
  • Kept the project on track and on budget while serving as project leader.
  • Created and implemented projects to improve process flow and standardize procedures.
  • Achieved a 58% enhancement in overall system efficiency.
  • Assisted in comprehensive user training for SAP, increasing overall user confidence and decreasing support tickets by 24% over 2020.
  • Achieved a 47% reduction in on-site technician visits.
  • Collaborated with cross-functional teams to deliver on-time product launches for ServiceNow, improving customer satisfaction by 32%.

Summaries

  • Collaborated with technical teams.
  • Well-versed in project coordination and management process
  • Within Miscellaneous, senior Junior Support Engineer and outstanding performer in data analysis and workflow optimization.
  • Award-winning Junior Support Engineer with a focus on meeting SLA targets and exceeding customer expectations through prompt troubleshooting.
  • Boosted customer satisfaction by 59%.
  • Collaborated with development teams to ensure rapid bug fix documentation and reduced software downtime by 45%.
  • Achieved 19% performance improvements across key systems.
  • Collaborated with cross-functional teams.
  • Achieved measurable success.
  • Awarded Employee of the Year for exceptional service delivery.

Accomplishments

  • Participated in implementing a disaster recovery plan which decreased system recovery time from 12 hours to 3 minutes.
  • Maintained and updated technical documentation for HubSpot, ensuring all team members were current with changes in infrastructure or software.
  • Troubleshot and documented metric system crashes, identifying root causes and applying permanent fixes to prevent recurring issues.
  • Resolved product issue through consumer testing.
  • Led remote technical troubleshooting sessions for geographically dispersed users, resulting in 27% reduction in downtime at key business locations.
  • Authored internal knowledge base articles that reduced repetitive ticket requests, decreasing support request duplication by 21%.
  • Supported the migration of 4 critical applications to cloud-based systems without causing interruption to end-user workflows.
  • Worked extensively with the Workday platform to optimize cloud-based infrastructure, enhancing scalability and minimizing latency for users globally.
  • Utilized a QuickBooks monitoring tool to identify network performance degradations and work with senior engineers to restore services within 4 hours.
  • Collaborated with team of 13 in the development of program.

Affiliations

  • American Society of Safety Professionals
  • Google IT Support Professional Certification – Completed coursework with focuses on endpoint management and incident resolution 2023.
  • American Marketing Association
  • Information Technology Infrastructure Library (ITIL) Certification Member – Fundamentals of incident management and service continuity 2023.
  • The Open Group Architecture Framework (TOGAF) Member – Specializing in troubleshooting and improving system architectures 2020.
  • Cloud Security Alliance (CSA) Affiliate – Focused on security patch management strategies and network security 2023.
  • Microsoft Learn Community Member – Participated in problem-solving forums specific to software updates and deployment 2017.
  • National Association of Social Workers
  • Linux Foundation Member – Attended workshops focusing on system performance improvements and vendor technology 2021.
  • Certified Information Systems Security Professional (CISSP) Training Program Participant – Emphasis on improving cross-functional IT security setups 2020.

Certifications

  • Certified Wireless Network Administrator (CWNA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • First Aid/CPR Certified
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • Microsoft Certified: Azure Administrator Associate
  • ServiceNow Certified System Administrator
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Information Security Manager (CISM)
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified: Azure Fundamentals

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