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Skills

  • Product development
  • Customer service
  • Data analysis and reporting
  • Organization
  • Relationship development
  • Electrical engineering
  • Process improvement
  • AutoCAD proficiency
  • Technical documentation
  • MS Office

Work Experiences

  • Had an excellent attendance record and was always on time for work.
  • Saved $8 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved a 47% reduction in on-site technician visits.
  • Achieved more effective first-area resolution.
  • Assisted in comprehensive user training for SAP, increasing overall user confidence and decreasing support tickets by 24% over 2020.
  • Assisted in the design of a helpdesk reporting system.
  • Achieved a 58% enhancement in overall system efficiency.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Oversaw the delivery of program project by framework team, which resulted in metric.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.

Summaries

  • Customer-focused Junior Support Engineer.
  • Consistently achieved 51% reduction in recurring issues by refining root cause analysis and implementing long-term solutions.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Program Engineer with an emphasis on sustainable design.
  • Achieved significant downtime reduction across multiple systems.
  • Collaborated with development teams to ensure rapid bug fix documentation and reduced software downtime by 45%.
  • Adhered to SLAs.
  • Junior Support Engineer is a multi-talented Junior Support Engineer who is consistently rewarded for planning and operational improvements.
  • Awarded Employee of the Year for exceptional service delivery.
  • Clear understanding of performance reporting and risk assessment as well as process improvement training.

Accomplishments

  • Reduced system downtime by 51% by identifying and addressing network bottlenecks, ultimately increasing availability for the entire user base.
  • Managed the configuration and troubleshooting of a network supporting 5 end-users to ensure business continuity.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Provided hands-on support during critical system updates, ensuring seamless transitions with zero downtime to mission-critical services.
  • Enhanced end-user experience by executing effective training programs on cloud-based applications, resulting in a 62% increase in system usage efficiency.
  • Participated in implementing a disaster recovery plan which decreased system recovery time from 12 hours to 3 minutes.
  • Collaborated with team of 13 in the development of program.
  • Coordinated with colleagues to optimize support processes, reducing average resolution time from 18 days to 5 days.
  • Troubleshot and documented metric system crashes, identifying root causes and applying permanent fixes to prevent recurring issues.
  • Worked extensively with the Workday platform to optimize cloud-based infrastructure, enhancing scalability and minimizing latency for users globally.

Affiliations

  • Apple Certified Support Professional Program Participant – Hands-on support for macOS installations in corporate environments 2023.
  • TechSoup Nonprofit IT Professional Development – Engaged in best practices for equipment donation and system setup improvement 2022.
  • Association for Supply Chain Management (APICS)
  • Tech Elevator Alumni Network – Networking with other support engineers to improve system troubleshooting methods 2019.
  • Jaycees
  • IEEE Computer Society – Engaged in discussions around system integration and hardware compatibility 2022.
  • Information Technology Infrastructure Library (ITIL) Certification Member – Fundamentals of incident management and service continuity 2023.
  • Association for Computing Machinery (ACM) student chapter, focusing on technical support best practices 2019.
  • VMware Certified Professional – Worked on virtualized system setup and cross-departmental incident management 2015.
  • Project Management Institute (PMI) – Engaged in project management and workload streamlining for IT environments 2015.

Certifications

  • ServSafe
  • Cisco Certified Network Associate (CCNA)
  • Certified in Governance of Enterprise IT (CGEIT)
  • Red Hat Certified System Administrator (RHCSA)
  • CompTIA Cloud+ Certification
  • Microsoft Certified Solutions Associate (MCSA)
  • Certified Cloud Security Professional (CCSP)
  • CompTIA Network+
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Project Management Professional (PMP)

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