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Skills

  • Operational improvement
  • Customer service
  • Adobe Creative Suite expert
  • Planning and coordination
  • Hardware upgrades
  • Cloud storage strategy optimization
  • Business operations
  • Exceptional telephone etiquette
  • Insurance billing
  • Relationship development

Work Experiences

  • Achieved a 75% reduction in downtime incidents.
  • Automated routine tasks using PowerShell scripts, reducing IT service desk workload by 36%.
  • Used SAP, Power BI, and Asana to implement system security and data assurance software.
  • Deployed Microsoft MFA for remote workers, reducing unauthorized access attempts by 19% and improving security protocols across devices.
  • Researched, documented, and escalated support cases to higher levels of support when I was unable to resolve issues using available resources.
  • Achieved 46% faster data retrieval for key stakeholders.
  • Wrote whitepapers, user manuals, implementation documentation, and support base entries, among other technical documents.
  • Maintained my cool and patience by employing de-escalation techniques and providing positive customer support in the face of difficult customer situations.
  • Achieved 32% adoption of new features.
  • Collaborated with security teams.

Summaries

  • Lean certified
  • Motivating leader who has built and managed initiative teams in the past.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Microsoft Specialist.
  • Microsoft Specialist capable of assisting metric users in resolving issues with computer systems, mobile devices, and peripheral equipment.
  • Proven track record of motivating improved to achieve team, individual, and management goals.
  • Risk assessment in category settings and risk assessment in process improvement settings.
  • Strong technical skills and experience in performance reporting.
  • Microsoft Specialist with superior understanding and knowledge of SAP and QuickBooks in a Microsoft Excel environment.
  • Talented program Support Engineer with a track record of positively impacting stakeholder engagement through the application of abilities, drive, and technical skills.

Accomplishments

  • Steered the integration of Microsoft Teams with external collaboration tools, improving cross-departmental communication by 31%.
  • Implemented user access and security policies in accordance with Microsoft Azure AD best practices, reducing unauthorized data access incidents by 19% over 18 months.
  • Implemented SharePoint Online governance policies, decreasing mismanaged permissions and version control issues by 73%.
  • Managed SharePoint Online migration for 6 teams, increasing document collaboration efficiency by 20% and reducing document search time.
  • Configured Power Automate workflows for automating routine tasks, reducing manual data entry by 13 hours per week across product.
  • Coordinated with the HR team to build an employee onboarding process via SharePoint, reducing onboarding time by 14 days and improving employee satisfaction.
  • Administered Microsoft 365 security audits, identifying and addressing potential vulnerabilities, which led to a 44% reduction in security risks.
  • Optimized Office 365 tenant settings for legal compliance, achieving 100% adherence to Miscellaneous regulations across all internal teams.
  • Led the architecture and implementation of Azure-based load balancing solutions, improving application performance by 72% under high-load conditions.
  • Produced detailed recovery playbooks following ITIL practices for Azure infrastructure, ensuring business continuity during an outage and achieving a 18 months RPO and RTO.

Affiliations

  • Registered User, Microsoft Learn, 2018 - Present
  • Administrator, Microsoft 365 Tech Community Forum, 2020 - Present
  • Speaker, Microsoft Tech Summit, 2020
  • Certified, Microsoft Power BI Data Analyst Associate (2023)
  • Participant, International Conference on Cloud Computing, 2021
  • Contributor, Spiceworks IT Community, 2017
  • Volunteer, Local Microsoft User Group, Boston, 2017 - Present
  • Member, Windows Insider Program, 2018 - Present
  • Member, Microsoft Certified Professional (MCP), 2020 - Present
  • Member, CompTIA IT Professionals, 2021 - Present

Certifications

  • American Academy of Financial Management (AAFM)
  • SHRM Certified Professional (SHRM-CP)
  • SAP Certified Application Associate
  • Microsoft Certified Trainer (MCT)
  • Azure Solutions Architect Expert Certification
  • Microsoft Certified: Dynamics 365 Fundamentals (CRM/ERP)
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified: Azure Security Engineer Associate
  • Microsoft Certified: Azure DevOps Engineer Expert
  • Certified Public Accountant (CPA)

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