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Skills

  • Documentation of technical procedures and incidents
  • MS Office
  • TCP/IP
  • Data entry
  • Project organization
  • Active Directory Management
  • Application support
  • Mac systems
  • Device lifecycle management
  • Supervision

Work Experiences

  • Automated routine PC maintenance tasks with Asana.
  • Achieved an average turnaround time of 6 hours.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 5 new accounts.
  • Assisted with the migration of initiative systems to the cloud.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Achieved a 70% reduction in security risks.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Communicated complex technical issues to non-technical staff.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.

Summaries

  • Consistently resolved 6 tickets per week.
  • Achieved full adoption within 18 months.
  • Excellent PC Support Specialist with 9 years of experience providing exceptional support to users at all levels.
  • Achieved a backlog reduction of 47%.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Specializes in process and framework product troubleshooting.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 40% decrease in incidents.
  • Achieved 76% fewer issues reported.
  • Six Sigma and PMP are proudly certified.

Accomplishments

  • Collaborated with internal and external teams to identify and patch 18 security vulnerabilities, reducing overall risk by 43%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Optimized network bandwidth utilization by adjusting configurations across 9 locations, resulting in a 15% speed increase.
  • Provided advanced technical support to VIP clients, resolving 6 complex issues, improving satisfaction scores by 21% points.
  • Regularly performed system diagnostics and performance tuning, improving device functionality and reducing frequency of tech support requests by 52%.
  • Collaborated with team of 11 in the development of framework.
  • Developed and maintained endpoint security policies as part of team collaboration, ensuring compliance with 2 security audits.
  • Troubleshot and resolved a critical server failure within 6 months, mitigating potential data loss and improving uptime by 26%.
  • Led a team in the deployment of Adobe Creative Suite across 17 workstations, achieving full operational capability within 18 months.
  • Provided remote support to 18 locations, achieving 22% resolution rate without the need for onsite visits, saving approximately $8 in travel-related expenses.

Affiliations

  • American Medical Informatics Association
  • Information Systems Security Association (ISSA) – Active participant in cloud security working groups
  • Association for Computer Operations Management (AFCOM) – Engaged in disaster recovery and data center management discussions
  • Cloud Security Alliance (CSA) – Engaged in training for securing migrating systems to the cloud
  • Computer Technology Industry Association (CompTIA) – Regularly attend continuing education related to network and technical support
  • TechGuilds – Participant in technology user groups focusing on malware protection systems
  • Electronic Technicians Association (ETA) – Attendee of yearly conferences on hardware life cycle management
  • Certified Hardware Asset Management Professional (CHAMP) – Focused on asset lifecycle management and cost-saving strategies
  • Association for Computing Machinery (ACM) – Participated in research focusing on advancements in cloud computing and remote setups
  • National Association of Social Workers

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Certified Public Accountant
  • CompTIA Security+ Certification
  • Project Management Professional (PMP)
  • Certified Technology Specialist (CTS)
  • Cisco Certified Internetwork Expert (CCIE)
  • Apple Certified Support Professional (ACSP)
  • HDI Desktop Support Technician Certification
  • SASE Practitioner Certification
  • Apple Certified Associate (ACA)

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