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Skills

  • Network performance monitoring via framework
  • Asset management tools and software
  • Knowledge of program tools
  • Application support
  • Communications
  • Technical documents comprehension
  • Problem resolution
  • Collaboration with L2/L3 support teams
  • Active Directory administration and maintenance
  • Data entry

Work Experiences

  • Accelerated system checks.
  • Kept track of running systems and entered commands to troubleshoot issues like standard and system.
  • Addressed recurring issues and SLAs.
  • Collaborated with the product team to ensure customer feedback was routed back into SAP improvements, resulting in a President's Club for product excellence.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Increased company revenue by 8% beyond three years targets by upselling products and services.
  • Analyzed and reported product issues to the R&D team, accelerating bug resolution by 23% with data-backed insights.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Used data analysis and project management to maintain servers and systems, ensuring that networks remained fully operational during peak periods.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Competent L2 Support Engineer with experience assisting framework users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • L2 Support Engineer is a multi-talented L2 Support Engineer who is consistently rewarded for planning and operational improvements.
  • Analyzed and troubleshot network problems.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Accomplished L2 Support Engineer.
  • Achieved President's Club recognition for consistently high performance in providing technical and customer support, exceeding expectations in issue resolution.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.

Accomplishments

  • Spearheaded the migration of 15 systems to a cloud infrastructure, ensuring smooth transition and minimal downtime.
  • Took ownership of escalated tickets from L1, resolving 48% of critical service issues within three years with a Microsoft Excel solution.
  • Collaborated with development teams to test patches for Tableau, reducing overall bug reports by 37%.
  • Played key role in seamless company-wide HubSpot rollout, fixing 18 critical issues without major disruption.
  • Authored comprehensive knowledge base articles and troubleshooting guides that resulted in a 53% reduction in L1 ticket escalations.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Provided remote troubleshooting support for procedure systems across 17 user sites, ensuring minimal service interruption.
  • Assisted with network configuration and firewall issues, contributing to a more secure metric enterprise infrastructure.
  • Identified bottlenecks in initiative and suggested improvements, increasing service efficiency by 81% within two years.
  • Crafted automated monitoring and alert systems in Asana, detecting anomalies and preventing downtime in two years.

Affiliations

  • Enrolled with the Global Technology Leaders association to enhance practical knowledge of IT escalation ladders and service request management
  • Participant in the Worldwide Support and Services Association (WSSA), focusing on continual improvement of feedback loops between L1 and L2 teams 2017
  • Collaborated with the Open Group's IT4IT Forum for better problem analysis techniques in a multi-layered IT environment since 2016
  • Toastmasters
  • American Medical Informatics Association
  • Association for Supply Chain Management (APICS)
  • American Marketing Association
  • Freemason
  • Active membership with the International Technical Support Council (ITSC)—certified in knowledge base integration and self-service enablement systems
  • Society of Human Resource Management

Certifications

  • Microsoft Certified: Identity and Access Administrator Associate
  • Microsoft Certified: Power Platform Fundamentals
  • Project Management Professional (PMP)
  • Microsoft Certified: DevOps Engineer Expert
  • Certified Systems Engineering Professional (CSEP)
  • Certified Ethical Hacker (CEH)
  • Certified Public Accountant
  • Certified Cloud Security Professional (CCSP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA A+ Technician

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