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Skills

  • Relationship development
  • Business operations
  • Change Management
  • Client relationship management
  • Hardware performance evaluation
  • End-user device support
  • Staff education and training
  • Regulatory compliance
  • Incident root cause analysis
  • First Aid/CPR

Work Experiences

  • Collaborated with global support teams.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Collaborated with global support teams to design custom solutions for Miscellaneous, tailored to meet specific compliance and operational guidelines.
  • Described procedure solutions to customers to aid in problem resolution.
  • Decreased support resolution times by 69%.
  • Analyzed standard failures.
  • Kept track of running systems and entered commands to troubleshoot issues like metric and system.
  • Achieved first-contact resolution with 55% of supported systems.
  • Coached users on appropriate steps.
  • Set up workstations for employees by configuring hardware, devices, and software.

Summaries

  • Strengths in strategic planning and data analysis backed up by Miscellaneous training.
  • Subject matter expert on Power BI with exceptional skills and knowledge in process improvement.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Achieved Scrum Master compliance.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Achieved results over two consecutive quarters.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Onsite Support Engineer with a 17-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Specializes in initiative and process product troubleshooting.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented a remote desktop protocol for users, reducing onsite visits by 40% and increasing service efficiency.
  • Trained 12 cross-functional teams on newly implemented troubleshooting tools, leading to improved independent problem resolution.
  • Reduced the time to resolve escalated tickets by 76% through automated diagnostics and resolution tracking systems.
  • Collaborated with cross-functional IT teams to resolve data center issues, restoring full services to 2 affected users.
  • Increased user satisfaction by 65% by implementing a proactive system health-check routine.
  • Deployed new server hardware to Austin data center, enhancing access speeds by 29%.
  • Maintained uptime of 70% across 7 servers by monitoring and adjusting system configurations.
  • Optimized support workflows leading to a 18% reduction in recurring issues related to software malfunctions.
  • Managed 7 simultaneous service desk tickets for Summit Group, consistently meeting or exceeding SLAs.

Affiliations

  • Certified in Risk and Information Systems Control (CRISC) Group
  • Association of Network Professionals (ANP)
  • Cisco Certified Network Associate (CCNA) Community
  • Society of Information Technology Management (SOCITM)
  • Technology Services Industry Association (TSIA)
  • IT Service Management Forum (itSMF)
  • Association of Support Professionals (ASP)
  • Global Information Assurance Certification (GIAC) Professionals Network
  • Tech Support Engineers in Emerging Markets Forum
  • American Society of Safety Professionals

Certifications

  • Certified Public Accountant
  • Citrix Certified Associate – Virtualization (CCA-V)
  • Certified Ethical Hacker (CEH)
  • Google Professional Engineer Certification
  • Microsoft Certified: Azure Fundamentals
  • CompTIA A+ Technician
  • Project Management Professional (PMP)
  • Certified Endpoint Support Engineer
  • Aruba Certified Mobility Associate (ACMA)
  • Certified Technology Specialist (CTS)

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