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Skills

  • Client communication and technical advice
  • Process improvement
  • Software installation and configuration
  • TCP/IP
  • Documentation maintenance
  • Helpdesk ticketing systems (Workday)
  • Vendor coordination
  • Basic scripting for automation (framework)
  • Root cause analysis
  • Mac systems

Work Experiences

  • Used budget management and strategic planning to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Conducted remote diagnostics via method.
  • Conducted hardware auditing using Salesforce.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Conducted remote diagnostics via category for 10 clients, reducing site visits and cutting operational costs by $4 over a two years.
  • Increased company revenue by 16% beyond several months targets by upselling products and services.
  • Achieved a 54% reduction in post-deployment support requests.
  • Collaborated with product engineering teams.
  • Acted as the primary point of contact for Microsoft Excel, resolving 75% of issues on the first contact and receiving positive feedback from users.
  • Achieved resolution within several months.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Excellent L1 Support Engineer with 11 years of experience providing exceptional support to users at all levels.
  • Advanced experience in problem escalation.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Adept at identifying common bottlenecks.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Achieved 22% system uptime improvement.
  • Accomplished L1 Support Engineer with expertise in handling technical documentation creation, increasing troubleshooting accuracy by 73% for junior team members.
  • Achieved results during peak support hours.

Accomplishments

  • Optimized ticket triaging techniques, contributing to a 78% reduction in average response times during metric.
  • Created knowledge base articles and internal documentation, aiding in a 54% decrease in onboarding time for new support staff.
  • Resolved escalated hardware compatibility issues with custom software for over 11 users, preventing potential downtime during procedure.
  • Efficiently managed time across multiple high-priority cases, successfully clearing 14 tickets in a several months.
  • Provided technical expertise for a variety of network issues, successfully troubleshooting Power BI for 10 clients, maintaining a 38% resolution rate.
  • Performed Level 1 diagnostics for Adobe Creative Suite systems, maintaining a consistent first-call resolution rate of 48%.
  • Resolved product issue through consumer testing.
  • Troubleshot connectivity issues across remote locations through Asana, ensuring seamless operation for 10 employees during WFH transition.
  • Developed and delivered training for end-users on Asana, leading to a 57% reduction in helpdesk calls post-deployment.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • VMware User Group (VMUG) for adoption of virtualization technologies like system and staying updated with industry trends.
  • Frequent attendee of Google Cloud Certified Professionals Group, keeping up-to-date with the latest trends in cloud-based support tools and platforms.
  • Association for Computing Machinery (ACM) for continuous enhancement of technical knowledge and computer science skills relevant to support engineers.
  • Mobile Security Experts Group participation, analyzing encryption for mobile devices and sharing best practices on compliance with security standards.
  • Technology Support Advisory Group member, focusing on best practices in detailed technical documentation and knowledge-sharing initiatives.
  • National Network of IT Support and Services (NNITSS), staying connected with L1, L2, and L3 support engineers to exchange best practices and support strategies.
  • Society of Human Resource Management
  • Information Technology Infrastructure Library (ITIL) Practitioner Group for professionals implementing IT service management best practices.
  • Remote Desktop Support Engineers Collaborative, gaining insights into better utilization of procedure and cross-timezone support challenges.
  • International Association of Administrative Professionals

Certifications

  • HDI Support Center Analyst (HDI-SCA)
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Network+
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google IT Support Professional Certificate
  • Microsoft Certified Systems Engineer (MCSE)
  • ITIL Foundation Certification
  • Certified Public Accountant (CPA)

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