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Skills

  • Staff education and training
  • Antivirus Configuration and Monitoring
  • Data entry
  • Organization
  • TCP/IP
  • Network Troubleshooting
  • Process automation
  • Multitasking and prioritization
  • Customer Relationship Management (CRM)
  • Project organization

Work Experiences

  • Coordinated with external vendors to purchase and install ServiceNow, leading to a 82% reduction in system outages.
  • Contributed to reducing operating costs by $13 over 2016 through optimization of equipment and resources.
  • Collaborated with a cross-functional IT team.
  • Achieved a 28% drop in basic tier support requests.
  • Complied with process.
  • Achieved results within the past year.
  • Described process solutions to customers to aid in problem resolution.
  • Increased company revenue by 8% beyond 18 months targets by upselling products and services.
  • Controlled procurement of new devices.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.

Summaries

  • 11 years of experience in troubleshooting.
  • Achieved 57% improvement through tuning techniques.
  • Achieved more efficient problem resolution.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Six Sigma and Six Sigma are proudly certified.
  • Achieved reduction over several months.
  • Applied security patches.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Clear understanding of risk assessment and data analysis as well as quality assurance training.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Implemented a patch management strategy across 8 servers, reducing vulnerabilities by 53% post-deployment.
  • Documented and resolved category which led to metric.
  • Trained 8 team members on new IT processes and software updates, increasing team technical proficiency by 22%.
  • 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.
  • Improved ticket escalations workflow, ensuring 23% of issues were resolved in under 13 hours, down from method.
  • Optimized ticket resolution flow with automated scripts, cutting down average incident resolution time by 28% for recurring issues.
  • Provided daily monitoring of Workday infrastructure, identifying performance bottlenecks and reducing downtime by 71%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Identified and resolved hardware performance issues, reducing common failure rate by 63%.

Affiliations

  • Jaycees
  • American Society of Safety Professionals
  • Microsoft Certified Professional Alumni (MCP) - Ongoing membership, maintaining PMP in Windows Server Administration and other Microsoft technologies.
  • HDI - Help Desk Institute Member, attending quarterly meetings and gaining insights into the latest IT service management methodologies.
  • Freemason
  • Involved with the Institute of Electrical and Electronics Engineers (IEEE) - Attending seminars on practical IT management and system deployment techniques.
  • Member of the Association for Information Systems (AIS) - Collaborating on IT service management processes and systematic improvements in device deployment.
  • National Association of Social Workers
  • American Medical Informatics Association
  • Project Management Institute

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • Apple Certified Support Professional (ACSP)
  • Certified Wireless Network Administrator (CWNA)
  • Microsoft 365 Certified: Fundamentals (MS-900)
  • Linux Professional Institute Certification-LPIC
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Zendesk Support Administrator Certification
  • Project Management Professional (PMP)
  • Certified Desktop Support Technician (CDST)

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