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Skills

  • Organization
  • Team building
  • Software diagnosis
  • Cloud services support (metric)
  • Data entry
  • First point of contact resolution
  • Application support
  • Process improvement
  • Time management
  • Incident Management

Work Experiences

  • Calibrated outdated monitoring systems.
  • Described system solutions to customers to aid in problem resolution.
  • Cut delivery time by 72% compared to the initial forecast.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Contributed to a reduction in unauthorized access attempts by 5 annually.
  • Contributed to the team's continuous improvement efforts.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Authored step-by-step guides on troubleshooting printer connectivity, reducing related ticket submission by approximately 41%.
  • Achieved zero data loss during migrations.
  • Achieved zero non-compliance incidents.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Adept at simplifying complex technical issues.
  • Competent Level 1 Technician with experience assisting framework users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Achieved ticket resolution in under 5 hours.
  • Costs were consistently reduced while profits were increased.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Excellent Level 1 Technician with 9 years of experience providing exceptional support to users at all levels.
  • Assisted users with mission-critical access issues.
  • Within Miscellaneous, senior Level 1 Technician and outstanding performer in process improvement and risk assessment.
  • Achieved an average response time of 6 minutes.

Accomplishments

  • Recommended and deployed system reconfiguration to streamline operations, expediting the process improvement process by 17 hours per week.
  • Effectively escalated critical issues to senior technicians, improving resolution times by 29% during high-demand periods.
  • Collaborated with cross-functional teams to deliver on standard, cutting delivery time by 72% compared to the initial forecast.
  • Diagnosed and repaired desktop, laptop, and peripheral hardware failures, resolving over 17 incidents monthly.
  • Provided on-demand technical support during system upgrades, minimizing downtime for 9 employees in Portland by 66% hours.
  • Implemented scripts for automating routine system maintenance, decreasing manual workloads by 66% and improving job turnaround.
  • Supported marketing during network outages, reducing downtime by collaborating across departments and escalating issues to the designated team.
  • Led 10 system installations and set up new hardware within expected forecast, trimming annual setup time by 26%.
  • Managed user accounts across multiple platforms, following standard security protocols to ensure compliance and data protection.
  • Created detailed metrics reports using Workday to identify recurring support issues and optimize resource allocation.

Affiliations

  • Association of Information Security Professionals (AISP)
  • American Marketing Association
  • Association for Computing Machinery
  • Microsoft Certified Professional (MCP) community
  • Association for Supply Chain Management (APICS)
  • Call Center Network Group (CCNG)
  • Information Systems Security Association (ISSA)
  • Society of Service Management Professionals (SSMP)
  • Association of Information Technology Professionals
  • Certified Technical Support Professional (CTSP) Networking Group

Certifications

  • Apple Certified Support Professional (ACSP)
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Certified Business Analysis Professional (CBAP)
  • ServSafe
  • Google Cloud Digital Leader Certification
  • Linux Professional Institute Certification (LPIC-1)
  • Certified Hardware Asset Management Professional (CHAMP)
  • Certified Information Systems Auditor (CISA)
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • CompTIA IT Fundamentals (ITF+)

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