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Skills

  • Regulatory compliance
  • Supervision
  • Initiative installation knowledge
  • Customer needs assessment and prioritization
  • Safety and compliance
  • Implementation of ticketing and inventory systems
  • Customer service
  • Asset management and report generation
  • Electrical installation and repair
  • Business operations

Work Experiences

  • Achieved high customer satisfaction during refresh cycles.
  • Achieved a 17% increase in efficiency.
  • Customers were given an explanation of the diagnostic findings as well as repair or service options.
  • Had an excellent attendance record and was always on time for work.
  • Awarded Employee of the Year for exceptional project management.
  • Was in charge of maintenance and was responsible for handling chemicals and solutions in a safe manner.
  • Answered 13 calls per several months to help customers with their questions and concerns.
  • Achieved 47% faster project closure.
  • Evaluated systems using a checklist and made notes on any issues.
  • Transported Salesforce to the past year customer locations.

Summaries

  • Hardworking and meticulous, with a passion for mentoring technicians and empowering leadership to develop highly effective teams.
  • Adept at collaborating with vendors.
  • Consistently maintained SLA adherence.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Analyzed and optimized refresh processes.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • High-volume service call management experience with a focus on quality and efficiency.
  • Adept at collaborating with vendors to source cost-effective equipment, resulting in refresh cost reductions of $6 while maintaining high quality.
  • Achieved 49% improvements in system uptime.
  • Service Technician with 10 years of experience in maintenance, troubleshooting, and repair, as well as an aptitude for cross-functional collaboration.

Accomplishments

  • Collaborated with team of 9 in the development of category.
  • Documented all refresh-related activities meticulously, allowing for a 82% improvement in inter-team communication and tracking efforts.
  • Created customized deployment solutions compatible with end-users' requirements, lowering the average number of follow-up requests by 72%.
  • Reduced replacement costs by 11 annually by repairing and refurbishing legacy hardware components instead of replacing them outright.
  • Designed and executed a strategic refresh plan that achieved a 44% reduction in support tickets post-deployment.
  • Improved the efficiency of refresh documentation processes, reducing errors and increasing completion speed by 79%.
  • Used data-driven insights to predict hardware failures, resulting in the proactive refresh of 10 devices without user disruption.
  • Partnered with IT security teams to configure devices in compliance with Cedar Works security standards, reducing potential vulnerabilities by 48%.
  • Collaborated with cross-functional teams to ensure smooth rollout of new hardware aligned with company-wide refresh initiatives.
  • Resolved product issue through consumer testing.

Affiliations

  • Certified, ITIL Foundation Certification (2024)
  • Member, Association for Information and Image Management (AIIM) (2018 – Present)
  • Member, Project Management Institute's Information Technology Special Interest Group (2024)
  • Certification, Microsoft Certified Systems Engineer (MCSE) (2017)
  • Society of Human Resource Management
  • Member, National Computer Refresh Task Force (2018)
  • Association of Information Technology Professionals
  • American Marketing Association
  • Member, Global Information Assurance Certification (GIAC) (2017 - Present)
  • Member, Association of IT Professionals (2018 – Present)

Certifications

  • HDI Desktop Support Technician (HDI-DST)
  • ServSafe
  • HP Accredited Platform Specialist (APS)
  • Project Management Professional (PMP)
  • Certified Hardware Asset Management Professional (CHAMP)
  • Apple Certified Support Professional (ACSP)
  • Salesforce Certified Administrator
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Lenovo Certified Technician
  • Certified Endpoint Security Specialist (CESS)

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