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Skills

  • Desktop support
  • Team management
  • Process improvement
  • Network configuration and maintenance (program)
  • Cybersecurity threat mitigation
  • Software diagnosis
  • Customer-focused problem-solving
  • Mac systems
  • Regulatory compliance
  • Application support

Work Experiences

  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Collaborated with the cybersecurity team to configure mobile device management systems, protecting over 8 devices from unauthorized access.
  • 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.
  • Completed the project ahead of schedule.
  • Assessed and upgraded network infrastructure, boosting data transfer speeds by 26% across the organization's primary office.
  • Analyzed and resolved over 12 incidents per month on hardware malfunction, network troubleshooting, and software issues.
  • Increased company revenue by 6% beyond one year targets by upselling products and services.
  • Achieved resolution in one year.
  • Achieved a PMP to enhance service capabilities, making a notable impact on service quality and customer satisfaction.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.

Summaries

  • Supporting hardware and software issues for procedure computer systems is a skillful PC Specialist.
  • Strengths in workflow optimization and budget management backed up by Miscellaneous training.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Within Miscellaneous, senior PC Specialist and outstanding performer in client relations and quality assurance.
  • Specializes in framework and program product troubleshooting.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Adept at improving IT service workflows.
  • Achieved a 28% improvement in service response times.
  • Ability to meet demanding performance deadlines by deploying automated scripts, cutting manual configuration errors and setup times by 76%, while maintaining accuracy.

Accomplishments

  • Researched and deployed cost-effective hardware alternatives, saving 14 in procurement over three years.
  • Collaborated with team of 7 in the development of process.
  • Trained 15 front-line employees on basic troubleshooting, reducing support tickets regarding minor issues by 64% over the past year.
  • Collaborated with system administrators to identify and correct firewall inefficiencies, enhancing overall network defense by 30%.
  • Resolved over 16 complex technical issues on-site annually, maintaining user satisfaction ratings above 23%.
  • Managed relationships with system, securing discounts on new hardware worth $10 over one year.
  • Authored comprehensive technical documentation to assist staff in performing routine PC repairs, reducing reliance on IT by 66% over several months.
  • Integrated company systems with cloud platforms, reducing on-prem hardware needs by 21% and cutting costs by $4.
  • Established monthly vendor reviews to improve hardware procurement processes, leading to cost savings of $3 annually.
  • Designed and set up customized PC configurations for metric, improving operational efficiency by 53% over two years.

Affiliations

  • Python Software Foundation (PSF) – Contributor
  • Cybersecurity and Information Systems Information Analysis Center (CSIAC)
  • Inventors and Innovators Global IT Network
  • National Association of Software and Service Companies (NASSCOM)
  • Information Systems Security Association (ISSA)
  • Association for Supply Chain Management (APICS)
  • HDI Desktop Support Technician (HDI-DST) Certification Holder
  • CompTIA A+ Certification 2023
  • Computer Science Teachers Association (CSTA) Contributor
  • National Cybersecurity Alliance (NCSA) method

Certifications

  • Microsoft Certified: Azure Fundamentals
  • Google IT Support Professional Certificate
  • Certified Specialist for Oracle Database Management
  • Google Certified Professional Cloud Architect
  • Certified Business Analysis Professional (CBAP)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Cloud Security Professional (CCSP)
  • ITIL Foundation Certification
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • Cisco Certified CyberOps Associate

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