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Skills

  • Software diagnosis
  • Team building
  • Desktop support
  • Problem resolution
  • Customer Relationship Management (CRM)
  • Helpdesk management
  • Client satisfaction management
  • Disaster recovery planning and implementation
  • IT infrastructure management
  • Hardware upgrade planning

Work Experiences

  • Aligned technology upgrades with budget constraints.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Coordinated with external vendors to purchase and install ServiceNow, leading to a 82% reduction in system outages.
  • Collaborated with Workday developers.
  • Complied with process.
  • Constructed automated scripts for workstation tasks.
  • Achieved a 66% reduction in system outages.
  • Consistently maintained hardware and software security updates in compliance with organizational policy, reducing vulnerabilities by 31% over 6 months.
  • Analyzed recurring IT issues and recommended proactive solutions, reducing support requests by 24% over the past year.

Summaries

  • Achieved a 78% reduction in malware incidents.
  • Subject matter expert on Microsoft Excel with exceptional skills and knowledge in quality assurance.
  • Achieved 57% improvement through tuning techniques.
  • Excellent cross-functional collaboration and performance reporting knowledge.
  • PC Support Analyst with 10 years of successful cross-functional collaboration and performance reporting experience.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Specializes in process and initiative product troubleshooting.
  • Client-focused support expert, consistently achieving 33% satisfaction ratings by delivering timely and effective resolutions to their technical issues.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • SAP expert and Salesforce user.

Accomplishments

  • Provided technical support and mentorship for a team of 9 junior analysts, helping to increase team efficiency by 80% in ticket resolution.
  • Rolled out unified endpoint antivirus management to secure 9 employee devices from malware threats, leading to a 24% drop in security incidents over 18 months.
  • Enhanced security protocols on 9 workstations, reducing data breaches by 50% in the past year.
  • Streamlined the deployment of ServiceNow solutions for 3 employees, resulting in zero critical rollbacks and 41% reduced user downtime.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Facilitated onboarding IT support for 10 new employees, reducing setup time by the past year through process optimization.
  • Identified and resolved hardware performance issues, reducing common failure rate by 63%.
  • Managed ticketing system backend and troubleshooting reports, reducing average ticket age by 43% for 10 global users.
  • Reduced hardware repair costs by 51% over one year through efficient troubleshooting and hardware lifecycle management strategies.

Affiliations

  • Cloud Infrastructure Security Council - Actively participating in ongoing discussions regarding the latest infrastructure support technologies including cloud-based networks.
  • Information Systems Security Association (ISSA) - Actively engaged in security-focused discussions and collaboration on update management best practices.
  • American Society of Safety Professionals
  • Cisco Networking Academy Member - Regular participation in advanced courses on Cisco technology, including networking troubleshooting and IT infrastructure.
  • Society of Human Resource Management
  • Member of the Association for Information Systems (AIS) - Collaborating on IT service management processes and systematic improvements in device deployment.
  • Joined the National Computer Science and Engineering Association to stay connected with the latest trends on operating system migration strategies.
  • Certified in IT Inventory Management from the International Association of IT Asset Managers (IAITAM) - Collaborating on best practices in procurement and IT cost optimization.
  • National Association of Social Workers
  • LPI Alumni (Linux Professional Institute) - Membership focused on open-source software implementation and deployment in enterprise environments.

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Apple Certified Associate (ACA)
  • Certified Business Analysis Professional (CBAP)
  • VMware Certified Technical Associate (VCTA)
  • Certified Information Security Manager (CISM)
  • Citrix Certified Associate – Virtualization (CCA-V)
  • SHRM Certified Professional (SHRM-CP)
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • Certified Public Accountant

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