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Skills

  • Client communication and issue resolution
  • DoD Operations
  • Attention to detail in system setup and configuration
  • Employee hardware and software setup
  • Hardware failure reduction strategies
  • Desktop support
  • Application support
  • Work control processes
  • Identifying and implementing long-term technical solutions
  • Data backup and recovery processes

Work Experiences

  • Achieved a first response resolution rate of 65%.
  • Configured and installed new hardware.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Achieved a 54% decrease in hardware failures.
  • Analyzed system usage reports.
  • Worked closely with Adobe Creative Suite and Salesforce users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Co-designed an employee self-service portal.
  • Increased company revenue by 5% beyond the past year targets by upselling products and services.

Summaries

  • Committed to reducing hardware errors.
  • Awarded Excellence Award for operational excellence.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Contributed to long-term data security.
  • Within Miscellaneous, senior Operations Support Technician and outstanding performer in risk assessment and process improvement.
  • Accomplished in hardware failure reduction strategies.
  • Specializes in process and procedure product troubleshooting.
  • Operations Support Technician with 2 years of successful quality assurance and budget management experience.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Contributed to increased client satisfaction.

Accomplishments

  • Reduced manual data entry processes by developing automated scripts that eliminated keying errors and saved 6 staff hours each week.
  • Provided technical support for 13 users, resolving issues within the defined SLA timeframes 24% of the time.
  • Achieved Innovation Award from the customer success for continuously demonstrating exceptional customer service under high-pressure technical scenarios.
  • Led the implementation of a high-priority infrastructure system upgrade on budget and reduced incident reports by 76% post-deployment.
  • Assisted in the onboarding of 12 new employees with quick and functional system setup, ensuring operational readiness on day one.
  • Resolved product issue through consumer testing.
  • Enhanced network stability by coordinating scheduled maintenance windows and minimizing unplanned system outages.
  • Monitored system performance using method and proactively addressed anomalies, leading to a 31% decrease in service ticket escalations.
  • Communicated complex technical issues to non-technical stakeholders, facilitating faster decision-making and efficient project execution.
  • Collaborated with cross-functional teams to support the successful roll-out of method, ensuring seamless integration with existing operations.

Affiliations

  • Project Management Institute
  • CompTIA A+ Certification
  • Freemason
  • Society for Computer Technology (SCT)
  • International Society of Automation (ISA)
  • Help Desk Institute (HDI)
  • Amazon Web Services (AWS) Certified Solutions Architect
  • International Council on Systems Engineering (INCOSE)
  • Association for Operations Management (APICS)
  • Association for Computing Machinery (ACM)

Certifications

  • Certified Data Privacy Solutions Engineer (CDPSE)
  • Certified ScrumMaster (CSM)
  • Microsoft Certified: Power Platform Fundamentals
  • Cisco Certified Network Associate (CCNA)
  • First Aid/CPR Certified
  • Certified Public Accountant
  • Oracle Certified Associate, Java SE procedure
  • Google IT Support Professional Certificate
  • Microsoft Certified: Azure Fundamentals
  • SHRM Senior Certified Professional (SHRM-SCP)

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