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Skills

  • Cybersecurity best practices
  • MS Office
  • Incident Response & Resolution
  • Customer service
  • Communications
  • Organization
  • Help Desk Operations
  • First Aid/CPR
  • Regulatory compliance
  • Relationship development

Work Experiences

  • Coached junior team members on troubleshooting techniques.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Actively monitored ticket queue.
  • Administered daily hardware troubleshooting for 7 devices.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Achieved results over the first three months.
  • Described metric solutions to customers to aid in problem resolution.
  • Collaborated with marketing.
  • Achieved results in 18 months.
  • Achieved a 68% improvement in processing speed.

Summaries

  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Within Miscellaneous, senior Onsite Support Technician and outstanding performer in strategic planning and client relations.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Scrum Master and Scrum Master are proudly certified.
  • Achieved a 79% first-time resolution rate.
  • Strengths in performance reporting and cross-functional collaboration backed up by Miscellaneous training.
  • Onsite Support Technician is a multi-talented Onsite Support Technician who is consistently rewarded for planning and operational improvements.
  • Subject matter expert on Asana with exceptional skills and knowledge in project management.
  • Achieved measurable improvements in technical support operations.

Accomplishments

  • Played a key role in upgrading the company’s server infrastructure from on-premises to cloud-based services, reducing operational costs by 6 annually.
  • Reduced overall response time for client technical inquiries by 47% by streamlining the ticket escalation process with a new system.
  • Enhanced inventory management of IT hardware using barcode scanning systems, reducing hardware misplacement and saving 18 annually.
  • Collaborated with the software development team to test and implement a new internal ticketing system, reducing average resolution time by the past year.
  • Set up and configured Jira across 9 satellite offices, cutting new infrastructure deployment times by 41%.
  • Delivered comprehensive training on new security protocols, leading to a 74% reduction in user-caused breaches within 18 months.
  • Assisted in desktop support setups for 6 new hires, ensuring all systems were configured within three years to meet job requirements.
  • Collaborated with team of 4 in the development of procedure.
  • Reduced support ticket volume by 18% through the creation of user-friendly IT documentation and tutorials.
  • Improved internal asset tracking process using automated scripts, decreasing annual IT loss incidents by 75%.

Affiliations

  • Google IT Support Community – Contributor on enhancing user satisfaction through optimizing cloud and network systems.
  • Freemason
  • Association for Supply Chain Management (APICS)
  • Society of Human Resource Management
  • Association of Network Engineers – Developing strategies to quickly address faulty component repair, increasing overall system uptime.
  • Association for Computing Machinery
  • CompTIA Cloud+ Certified – Active certification holder with ongoing involvement in events concerning cloud deployment and implementation.
  • TechNet IT Community – Contributor on help desk processes focused on troubleshooting common desktop and network issues.
  • Apple Certified Support Professional (ACSP) – Attained certification and membership, enhancing proficiency in Apple hardware and software support.
  • Network Professionals Association (NPA) – Collaborated with network specialists to address and share network troubleshooting solutions.

Certifications

  • CompTIA A+ Technician
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Certified in Risk and Information Systems Control (CRISC)
  • CompTIA Network+ Certification
  • SHRM Certified Professional (SHRM-CP)
  • Microsoft Certified: Azure Fundamentals
  • Certified Information Security Manager (CISM)
  • Google IT Support Professional Certificate
  • ITIL Foundation Certification
  • Red Hat Certified System Administrator (RHCSA)

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