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Skills

  • Collaborative Cross-Team Communication
  • Time management
  • Attention to detail in diagnostics
  • Effective verbal and written communication
  • User account management
  • First Aid/CPR
  • Antivirus and malware removal
  • Application support
  • Customer service expert
  • IT security best practices

Work Experiences

  • Authored step-by-step guides on troubleshooting printer connectivity, reducing related ticket submission by approximately 41%.
  • Addressed frequently observed customer issues.
  • Described system solutions to customers to aid in problem resolution.
  • Authored step-by-step guides on troubleshooting printer connectivity.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 17 new accounts.
  • Assessed security risks.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Collaborated with engineering teams.
  • Added 14 restructuring documents.
  • Achieved zero data loss during migrations.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept at simplifying complex technical issues, providing clear documentation that reduced recurring issues by 21%.
  • Balanced fast-paced environments with competing priorities.
  • Supporting hardware and software issues for category computer systems is a skillful Level 1 Technician.
  • Adhered to project timelines.
  • Within Miscellaneous, senior Level 1 Technician and outstanding performer in process improvement and risk assessment.
  • Achieved a 21% satisfaction rate.
  • A recognized team player, contributing to cross-departmental success by adhering to project timelines and cutting delivery times by 79%.
  • Achieved a 17% improvement in training efficiency.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Executed network diagnostics using category, identifying method and relaying findings to reduce resolution delay by 63%.
  • Executed backups and restorations for over 17 employees, significantly reducing data recovery requests by 19% and minimizing downtime.
  • Implemented scripts for automating routine system maintenance, decreasing manual workloads by 66% and improving job turnaround.
  • Tested and configured new hardware for end-users, reducing hardware deployment times by 17% using automated installation scripts.
  • Provided on-demand technical support during system upgrades, minimizing downtime for 9 employees in Portland by 66% hours.
  • Troubleshot and repaired hardware for 10 endpoint devices, resulting in an overall reduction in work orders by 84%.
  • Collaborated with senior engineers during network expansion projects, improving connectivity for 7 new workstations.
  • Managed user accounts across multiple platforms, following standard security protocols to ensure compliance and data protection.
  • Installed and configured HubSpot for 2 end-users, enhancing productivity by 43%.
  • Assisted with Active Directory management, processing 6 account setup and deactivation requests monthly with Microsoft Excel automation.

Affiliations

  • IT Service Management Forum (itSMF)
  • Society of Service Management Professionals (SSMP)
  • International Institute of Business Analysis (IIBA) - IT Track
  • Linux Professional Institute (LPI) Community
  • Project Management Institute
  • International Council of Nurses
  • International Association of Administrative Professionals
  • Customer Service Professionals Network (CSPN)
  • Certified Technical Support Professional (CTSP) Networking Group
  • Help Desk Institute (HDI)

Certifications

  • ServSafe
  • Apple Certified Support Professional (ACSP)
  • Certified Public Accountant (CPA)
  • Microsoft Certified: Azure Fundamentals
  • SonicWall Certified Security Administrator (SCSA)
  • Microsoft Certified: Azure Administrator Associate
  • F5 Certified BIG-IP Administrator (F5-CA)
  • Apple Certified Macintosh Technician (ACMT)
  • Cisco Certified Entry Networking Technician (CCENT)
  • Cisco Certified Internetwork Expert (CCIE)

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