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Skills

Customer satisfaction focus
MS Office
Data entry
Monitoring uptime, ensuring 99.9% availability
Time management
Data recovery
Business operations
Team building
Hardware troubleshooting and repair
Communication with Non-Technical Stakeholders

Work Experiences

Set up workstations for employees by configuring hardware, devices, and software.
Achieved 99.9% uptime for Brightline.
Achieved a 70% reduction in security risks.
Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
Collaborated with the cybersecurity team to identify and patch vulnerabilities, resulting in a 76% reduction in security risks.
By providing high-quality and efficient support, I was able to keep existing clients and develop 5 new accounts.
Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
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.
Conducted follow-up for customer satisfaction.
Accomplished this within 2024.

Summaries

Communicates effectively with non-technical stakeholders.
Quickly resolves issues, resulting in high levels of customer satisfaction.
Achieved a 40% decrease in incidents.
Achieved 30% customer satisfaction.
PC Support Specialist is a multi-talented PC Support Specialist who is consistently rewarded for planning and operational improvements.
Achieved full adoption within 18 months.
Within Miscellaneous, senior PC Support Specialist and outstanding performer in cross-functional collaboration and process improvement.
Strengths in stakeholder engagement and project management backed up by Miscellaneous training.
Subject matter expert on Adobe Creative Suite with exceptional skills and knowledge in cross-functional collaboration.
Achieved 38% fewer escalations.

Accomplishments

Authored technical manuals and user guides for Adobe Creative Suite, facilitating ease-of-use for staff and reducing future support requests.
Collaborated with internal and external teams to identify and patch 18 security vulnerabilities, reducing overall risk by 43%.
Resolved product issue through consumer testing.
Led efforts to upgrade network infrastructure in Denver, achieving a 33% improvement in system reliability and speed.
Ensured compliance with process by managing security updates for 6 devices, leading to a 29% reduction in vulnerabilities.
Monitored system performance during critical business hours, proactively addressing issues and ensuring 59% uptime.
Spearheaded a ticketing system upgrade that enhanced tracking (e.g., using Jira), leading to a 16% increase in customer satisfaction.
Created and maintained accurate documentation for Microsoft Excel deployments, streamlining onboarding processes for new team members.
Provided advanced technical support to VIP clients, resolving 6 complex issues, improving satisfaction scores by 21% points.
Collaborated with team of 11 in the development of framework.

Affiliations

Project Management Institute
TechGuilds – Participant in technology user groups focusing on malware protection systems
Society of Human Resource Management
International Association of Privacy Professionals (IAPP) – Contributor to discussions on safeguarding customer data in IT support roles
Association for Information and Image Management (AIIM) – Regular contributor to discussions on managing IT data assets
International Council of Nurses
Association of Support Professionals (ASP) – Member; focused on improving technical support communication with non-technical stakeholders
National Computer Science Honor Society (NCSHS) – Participated in initiatives promoting excellence in PC hardware troubleshooting
Jaycees
Technology Services Industry Association (TSIA) – Regular attendee of conferences on cutting-edge hardware and system deployment

Certifications

Microsoft Certified: Enterprise Administrator Expert
SHRM Certified Professional (SHRM-CP)
CompTIA A+ Certification
Google Workspace Administrator Certification
CompTIA IT Fundamentals (ITF+)
Certified Technology Specialist (CTS)
ITIL Foundation Certification in IT Service Management
Cisco Certified Network Associate (CCNA)
Microsoft Certified Systems Engineer (MCSE)
SASE Practitioner Certification

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PC Support Specialist Resume Builder

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