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Skills

  • TCP/IP
  • Customer satisfaction score improvement
  • Certification compliance implementation
  • End-user device support
  • Software diagnosis
  • Hardware diagnostics and repair
  • Regulatory compliance
  • Data center equipment remediation
  • Diagnostic tools expertise
  • Relationship development

Work Experiences

  • Achieved results for two consecutive quarters.
  • Coordinated emergency on-site technical response.
  • Addressed system.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Assisted and coached users in performing appropriate troubleshooting steps, decreasing support resolution times by 78%.
  • Achieved ITIL in hardware and software management.
  • Analyzed and fixed method failures, preventing data loss and reducing ticket recurrence by 31%.
  • Achieved results over a period of three years.
  • Described procedure solutions to customers to aid in problem resolution.
  • Configured new Jira installations.

Summaries

  • Excellent Onsite Support Engineer with 16 years of experience providing exceptional support to users at all levels.
  • Permissions, filters, and file sharing are all skills she possesses.
  • CPA and Six Sigma are proudly certified.
  • Advanced capabilities in SLA management.
  • Boosted compliance for critical tickets to 45%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Excellent client relations and strategic planning knowledge.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Achieved this for two consecutive quarters.

Accomplishments

  • Played a key role in a large-scale office relocation, ensuring all IT assets were moved and operational within 18 months.
  • Reduced the time to resolve escalated tickets by 76% through automated diagnostics and resolution tracking systems.
  • Optimized fleet-wide device provisioning, minimizing setup times by one year and ensuring end-users experienced seamless transitions.
  • Documented and resolved program which led to procedure.
  • Trained 12 cross-functional teams on newly implemented troubleshooting tools, leading to improved independent problem resolution.
  • Led the deployment of Jira, providing faster and seamless application access to end-users across 8 locations.
  • Provided onsite and remote support during system outages, reducing incident response time by 51%.
  • Achieved QuickBooks-related CPA in 2017, augmenting my ability to troubleshoot complex system issues effectively.
  • Resolved product issue through consumer testing.
  • Managed 7 simultaneous service desk tickets for Summit Group, consistently meeting or exceeding SLAs.

Affiliations

  • Association of Network Professionals (ANP)
  • Software Quality Assurance Association (SQA)
  • Project Management Institute
  • International Data Privacy Professionals Association (IDPPA)
  • American Society of Safety Professionals
  • Cybersecurity Association of Cloud Support Engineers
  • Systems Administrators Guild (SAGE)
  • Freemason
  • Remote Support and Troubleshooting Specialists Network (RSTSN)
  • International Association of IT Asset Managers (IAITAM)

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Salesforce
  • Google Certified Professional Cloud Architect
  • Cisco Certified Network Associate (CCNA)
  • First Aid/CPR Certified
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA A+ Technician
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Certified Public Accountant

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