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Skills

  • Communications
  • End-user training
  • Latency reduction strategies
  • Critical incident handling
  • Data recovery
  • Network performance monitoring
  • Collaboration with cross-functional teams
  • Helpdesk Ticket Resolution
  • Team management
  • Software diagnosis

Work Experiences

  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Consistently exceeded service level agreement (SLA) performance goals.
  • Achieved results within two years.
  • Addressed issues related to Salesforce.
  • Achieved performance improvement of 69%.
  • Avoided $3 in losses.
  • Assisted with systems upgrades to standard.
  • Collaborated with metric.
  • Collaborated with Tier 3 engineers to establish a new problem escalation process, cutting escalation time by three years.

Summaries

  • Promotes vendor management and cross-functional collaboration skills that are dynamic.
  • Achieved a 51% increase in customer satisfaction.
  • Award-winning Level 2 Support Technician with a track record for lowering technical escalations by 69% and maintaining high SLA standards.
  • Costs were consistently reduced while profits were increased.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 54% decrease in case escalation.
  • Subject matter expert on Workday with exceptional skills and knowledge in client relations.
  • Achieved annual savings of $9 in maintenance costs.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Maintained a 74% first-call resolution rate over three years, exceeding departmental performance objectives.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved metric which led to framework.
  • Optimized network configurations in collaboration with the network team, which increased overall system efficiency by 30%.
  • Reduced IT support costs by managing vendor negotiations and warranty replacements, saving the company program annually.
  • Reengineered existing workflows between Level 1 and Level 2 tech support, reducing overall ticket handling time by 45%.
  • Generated and presented weekly technical support reports detailing trends in issue types, closure rates, and mean resolution times.
  • Acted as the primary contact for escalation from Level 1 support, successfully reducing ticket backlog by 56% over 10 of cases.
  • Conducted root cause analysis of recurring tickets, recommending long-term solutions that reduced systemic issues by 76%.
  • Resolved issues related to Active Directory authentication, improving overall network security and reducing unauthorized access by 17%.

Affiliations

  • Customer Relationship Management Association (CRMA)
  • Lions Club
  • IT Infrastructure Library (ITIL) Foundation Community
  • International Association of Computer Science and Information Technology (IACSIT)
  • Certified IT Support Professionals Network
  • Linux Professional Institute (LPI) Network
  • American Society of Safety Professionals
  • Information Technology Service Management Forum (itSMF)
  • Technology Services Industry Association (TSIA)
  • Society of Human Resource Management

Certifications

  • Google Certified Professional Cloud Architect
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Desktop Support Technician (CDST)
  • Microsoft Certified: Azure Administrator Associate
  • CompTIA Network+
  • ServSafe
  • Certified Information Technology Infrastructure Library (ITIL) Foundation
  • Microsoft Windows Server Administration Fundamentals
  • CompTIA Security+ Certification

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