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Skills

  • Hardware installation and configuration
  • Configuration Management Tools (Asana)
  • Technical Documentation Authoring
  • Mac systems
  • Work control processes
  • Software deployment and updates
  • System Performance Optimization
  • Data recovery
  • Identifying and implementing long-term technical solutions
  • Service Request Management

Work Experiences

  • Described standard solutions to customers to aid in problem resolution.
  • Assisted in the implementation of incident escalation protocols.
  • Achieved a 76% customer satisfaction rate.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Configured and installed new hardware.
  • Assisted in the implementation of incident escalation protocols, which significantly reduced downtime across system components.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Audited systems configurations and made necessary updates, leading to a 75% enhancement in operating system performance.
  • Conducted process documentation audits.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished Operations Support Technician.
  • Within Miscellaneous, senior Operations Support Technician and outstanding performer in risk assessment and process improvement.
  • Adept at incident monitoring and management.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Excellent risk assessment and budget management knowledge.
  • Consistently hit resolution targets.
  • ServiceNow expert and Salesforce user.

Accomplishments

  • Trained a team of 8 technicians on new troubleshooting methodologies, enhancing issue resolution accuracy by 15%.
  • Collaborated with cross-functional teams to support the successful roll-out of method, ensuring seamless integration with existing operations.
  • Spearheaded the deployment of hardware and software upgrades, ensuring all 2 employees received fully operational equipment with minimal disruption.
  • Implemented ticketing system improvements that led to a 61% faster response time and reduced ticket backlog by 83% within one year.
  • Monitored system performance using method and proactively addressed anomalies, leading to a 31% decrease in service ticket escalations.
  • Documented and resolved procedure which led to method.
  • Provided technical support for 13 users, resolving issues within the defined SLA timeframes 24% of the time.
  • Enhanced network stability by coordinating scheduled maintenance windows and minimizing unplanned system outages.
  • Developed a series of troubleshooting templates that decreased average ticket resolution times from one year to two years.
  • Led the successful introduction of error-tracking processes which lowered the rate of recurring issues by 42% across the organization.

Affiliations

  • ITIL Foundation Certification
  • IT Service Management Forum (itSMF)
  • Cloud Computing Association (CCA)
  • Freemason
  • National Association of Social Workers
  • International Association of Engineers (IAENG)
  • Association for Supply Chain Management (APICS)
  • International Council on Systems Engineering (INCOSE)
  • Certified in Governance of Enterprise IT (CGEIT)
  • Google Cloud Certified Professional Cloud Architect

Certifications

  • First Aid/CPR Certified
  • Apple Certified Associate (ACA)
  • Cisco Certified Network Associate (CCNA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • Salesforce
  • ITIL Foundation Certification
  • Google IT Support Professional Certificate
  • Red Hat Certified System Administrator (RHCSA)
  • Certified Public Accountant (CPA)

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