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Skills

  • Process improvement
  • Cloud-based application support (SAP)
  • Hardware upgrades
  • MS Office
  • Windows XP/Vista
  • Troubleshooting proficiency
  • Project organization
  • Planning and coordination
  • First Aid/CPR
  • Hardware diagnosis

Work Experiences

  • Repaired network hardware components such as firewalls, routers, and method devices.
  • Kept track of IT supplies inventory by checking levels on a 18 months basis.
  • Helped end-users with software and hardware troubleshooting to figure out what was wrong with their systems.
  • Used procedure and metric techniques to perform routine server and system maintenance, ensuring that networks remained fully operational during peak periods.
  • Examined the current hardware and software and suggested changes to improve system performance.
  • Collaborated with cross-functional teams.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.
  • Configured client-specific email clients.
  • Analyzed customer feedback.
  • Achieved early detection of metric.

Summaries

  • Team player who is proactive and hardworking, with a focused mentality and a methodical approach.
  • Looking forward to taking on a new challenge with a successful team.
  • Through troubleshooting and project management, critical thinking Level 1 Helpdesk Agent effectively resolves technical issues.
  • Ability to recognize metric issues and integrate procedure solutions to achieve standard.
  • Motivating leader who has built and managed process teams in the past.
  • Jira and ServiceNow experts with exceptional interpersonal skills.
  • Quickly assess and resolve a variety of hardware and software issues to restore system functionality.
  • Expert in method with a strong aptitude for automated and optimized.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Results-oriented Miscellaneous professional with client relations, risk assessment, and process improvement strengths.

Accomplishments

  • Trained over 5 employees on effective use of framework, contributing to a 67% improvement in operational efficiency for logistics.
  • Enabled seamless remote desktop sessions for users across multiple sites, permitting efficient technical resolution and minimizing overnight outages.
  • Maintained a 60% SLA compliance rate by prioritizing and addressing the most critical incidents within customer-defined parameters.
  • Repaired and optimized over 7 desktop and mobile devices, drastically reducing the department’s hardware maintenance expenses.
  • Facilitated hardware diagnostics sessions for 17 users weekly, ensuring critical hardware uptime and rapid issue identification.
  • Enhance escalation workflows for Level 2 and 3 support, reducing miscommunications and reducing bottlenecks by two years.
  • Utilized Tableau monitoring tool to proactively identify and address system vulnerabilities, preventing system in one year.
  • Streamlined incident management protocols, enabling a 65% decrease in misrouted tickets to other support levels.
  • Delivered telephone and live chat support for 18 employees experiencing VPN access issues across Phoenix, achieving a resolution rate of 72%.
  • Led after-hours support for Seattle, ensuring critical systems and services remained operational through on-demand troubleshooting expertise.

Affiliations

  • Member of the National Technical Honor Society (NTHS) for academic and professional excellence in technical support roles.
  • Contributing member of the Network Professionals Association (NPA), staying up-to-date with advancements in network configuration.
  • Attendee of Data Center World to deepen understanding of hardware roll-out logistics and network integration best practices.
  • Earned credentials from VMware User Group (VMUG) in virtual desktop infrastructure (VDI) rollout and support.
  • Joined the Association for Information Technology Professionals (AITP), gaining exposure to network management and troubleshooting challenges.
  • Active member of the Association for Computing Machinery (ACM) IT Support Special Interest Group, sharing insights on best practices.
  • Member of the National Society of IT Service Management (ItSMF USA), committed to service desk excellence using ITIL frameworks.
  • Certified through HDI (Help Desk Institute) for HDI Support Center Analyst, maintaining industry-standard helpdesk methodologies.
  • Completed certification with Microsoft Learning for Microsoft Certified: Fundamentals in Azure and Windows Server management.
  • Contributor to Remote Desktop Services User Group, exploring best practices for remote assistance and troubleshooting.

Certifications

  • Microsoft 365 Certified: Fundamentals
  • CompTIA A+ Technician
  • VMware Certified Technical Associate (VCTA)
  • Google Workspace Administrator Certification
  • Certified Business Analysis Professional (CBAP)
  • Salesforce
  • CompTIA Network+
  • First Aid/CPR
  • Apple Certified Support Professional (ACSP)
  • Certified Ethical Hacker (CEH)

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