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Skills

  • Data-driven decision making
  • MS Office
  • Change Management
  • Supervision
  • IT Hardware Resource Management
  • Team management
  • Vendor relationship management
  • Technical issues analysis
  • Help Desk Operations
  • Software diagnosis

Work Experiences

  • Achieved a 44% increase in self-service support resolutions.
  • Authored training materials.
  • Achieved a participant satisfaction rating of 48%.
  • Contributed to internal audits.
  • Collaborated with software vendors to ensure timely resolution of escalated system issues, reducing downtime by 25%.
  • Assisted in program-wide quality assurance testing for new features, ensuring a stable product launch with 16% fewer post-launch issues.
  • Achieved a 15% improvement in first-contact resolutions.
  • Assisted with backlog reduction strategy, achieving a 55% decrease in unresolved cases within the first several months of implementation.
  • Achieved a 23% decrease in unresolved cases.
  • Led a support team that assisted an average of 13 users globally in a 24/7 support environment as a level-three supervisor.

Summaries

  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Capable of enhancing troubleshooting guides based on recurring issues, reducing average resolution time by 3 minutes.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Boosted user independence for issue resolution by 42%.
  • Achieved a 61% satisfaction rating.
  • Excellent Program Support Technician with 15 years of experience providing exceptional support to users at all levels.
  • Excellent budget management and cross-functional collaboration knowledge.
  • Within Miscellaneous, senior Program Support Technician and outstanding performer in budget management and risk assessment.
  • Accelerated project timelines by at least one month.
  • Addressed recurring issues.

Accomplishments

  • Developed a new process for risk identification in program support, leading to the early detection of 10 potential issues.
  • Implemented software updates and technical solutions that stabilized 17 core systems, reducing system interruptions by 47%.
  • Developed internal documentation templates streamlining support processes, saving the team 4 hours per week in administrative tasks.
  • Drafted program compliance reports that were adopted for strategic planning, resulting in operational improvements across finance.
  • Identified and addressed over 12 recurring system vulnerabilities, minimizing downtime and improving system reliability across marketing.
  • Monitored and maintained over 6 computer systems, diagnosing and fixing technical issues with a 66% success rate.
  • Conducted thorough program process audits, ensuring department's compliance with relevant regulatory and ISO standards.
  • Enhanced client satisfaction by achieving 48% of positive feedback on support cases resolved within several months.
  • Documented and resolved metric which led to system.
  • Assisted in automating recurring program support tasks, reducing manual intervention by 61% while maintaining service quality.

Affiliations

  • Network Support & Information Security Association (Denver, 2017)
  • Society of Human Resource Management
  • Certified Software Deployment Coordinator (2021, Asana)
  • International Customer Service Association (ICSA)
  • American Society for Quality (ASQ)
  • IT Service Management Forum (Seattle)
  • Association of Support Professionals (ASP)
  • Help Desk Institute (HDI)
  • National Association of Social Workers
  • American Society of Safety Professionals

Certifications

  • HDI Desktop Support Technician Certification
  • Apple Certified Associate (ACA)
  • Certified IT Asset Management Specialist (CITAM)
  • Certified Application Security Engineer (CASE)
  • Microsoft Office Specialist (MOS)
  • Cisco Certified Network Associate (CCNA)
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Security+
  • Certified Public Accountant
  • SHRM Certified Professional (SHRM-CP)

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