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Skills

  • Team management
  • Technical documents comprehension
  • Data security protocols
  • Client-facing communication
  • Technical documentation
  • Application support
  • Process improvement
  • Advanced troubleshooting skills
  • Supervision
  • MS Office

Work Experiences

  • Authored new internal support procedures.
  • Achieved faster resolution times.
  • Achieved over 73% first-call resolution rate.
  • Automated redundant troubleshooting tasks using system.
  • Achieved zero missed SLAs for initiative tickets.
  • Used cross-functional collaboration and client relations to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Achieved a 33% reduction in related incidents.
  • Advised on policy changes related to system access.
  • Achieved results over a 6 months.
  • Acted as liaison between front-line and back-end teams during major outages to ensure accurate information flow and provided timely updates to over 18 clients.

Summaries

  • Achieved a 75% reduction in recurring problems.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Within Miscellaneous, senior Second Level Support Specialist and outstanding performer in cross-functional collaboration and data analysis.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Promotes strategic planning and vendor management skills that are dynamic.
  • Achieved a 69% improvement in first-contact resolution rates.
  • Achieved a 64% decrease in escalations.
  • Specializes in method and framework product troubleshooting.
  • Second Level Support Specialist with 17 years of successful workflow optimization and budget management experience.

Accomplishments

  • Managed the full lifecycle of support requests, decreasing ticket escalations by 82% through first-call resolutions and proper documentation.
  • Introduced a predictive analytics tool for tracking system health, allowing preventive actions that decreased critical downtime by 38%.
  • Created custom monitoring scripts in Salesforce to detect system anomalies, improving incident response times by 82% seconds.
  • Integrated a new ticketing system that improved tracking accuracy and reduced internal operation delays for process by 67%.
  • Boosted resolution times by training team members on using automated troubleshooting tools, reducing average ticket closure time by 18 months.
  • Automated key administrative tasks within the support cycle, leading to 43% reduction in manual effort for the team while maintaining SLA thresholds.
  • Recognized for consistently achieving 39% SLA compliance in addressing priority incidents while maintaining a 74% overall resolution customer satisfaction score.
  • Developed and presented monthly performance reports to upper management, identifying trends and actionable insights that contributed to reducing repeat incidents by 68%.
  • Provided second-level support for over 3 users across Portland, maintaining an average ticket resolution time of two years and a 50% customer satisfaction rate.
  • Optimized existing troubleshooting workflows, resulting in a 74% increase in first-contact ticket resolution efficiency.

Affiliations

  • Association for Computing Machinery (ACM)
  • Association for Computing Machinery
  • Certified System Engineers and Technicians Network
  • Cloud Security Alliance (CSA)
  • Microsoft Certified Professionals (MCP) Network
  • Professional Association of SQL Server (PASS)
  • Jaycees
  • Computer Science Teachers Association (CSTA)
  • IT Service Desk Managers Association
  • International Association of Administrative Professionals

Certifications

  • CompTIA A+ Certification
  • Microsoft Certified: Azure Administrator Associate
  • ITIL 4 Foundation Certification
  • Microsoft Certified: DevOps Engineer Expert
  • Cisco Certified CyberOps Associate
  • First Aid/CPR Certified
  • Apple Certified Associate (ACA)
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • Microsoft Certified: Azure Fundamentals
  • CompTIA Server+ Certification

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