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Skills

  • Legacy system migration support
  • Networking issue diagnosis and repair
  • Desktop support
  • Junior technician training
  • Customer satisfaction maintenance
  • Cross-functional team collaboration
  • NOC (Network Operations Center) monitoring
  • Continuous improvement in support processes
  • Organization
  • End-user troubleshooting (VPN, DNS, etc.)

Work Experiences

  • Collaborated with cross-function support teams.
  • Consistently exceeded SLA requirements.
  • Addressed critical service disruptions.
  • Kept track of running systems and entered commands to troubleshoot issues like method and category.
  • Avoided service interruption.
  • Contributed to a 85% improvement in resolution time.
  • Collaborated on resolution of procedure Level 2 incidents, involving cross-functional teams for urgent management during peak business operations.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Assigned as key technical contact point.
  • Analyzed performance of Workday support channels and implemented solutions to reduce issue escalation from first to second line by 71% over 2023.

Summaries

  • CPA and Scrum Master are proudly certified.
  • Excellent Second Line Support Engineer with 17 years of experience providing exceptional support to users at all levels.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Subject matter expert on Power BI with exceptional skills and knowledge in process improvement.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Automated monitoring processes.

Accomplishments

  • Maintained and updated system documentation, support matrices, and knowledge articles, improving overall team efficiency by 35%.
  • Developed and maintained a comprehensive knowledge base for common issues faced in SAP, reducing ticket resolution times by 54%.
  • Restored functionality for critical proprietary software used in Miscellaneous after major performance degradation, reducing downtime by three years.
  • Contributed to weekly security audits, identifying and remediating vulnerability in Adobe Creative Suite, resulting in improved system protection for Miscellaneous.
  • Collaborated with development teams to identify and deploy fixes for recurring technical issues encountered by 13 customers per month.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led cross-functional troubleshooting sessions for high-priority incidents, achieving a 64% resolution rate within service level agreements (SLAs).
  • Collaborated with team of 15 in the development of standard.
  • Reconfigured user environments for 2 employees after a critical security breach, ensuring complete restoration without downtime.
  • Diagnosed and resolved complex technical issues related to ServiceNow cloud infrastructure, minimizing service disruptions for Miscellaneous clients.

Affiliations

  • Attendee of Global System Administration Summit 2021
  • Participant in the IT Process Institute (ITPI) for process improvement methodologies
  • Certified member of the Help Desk Institute (HDI)
  • Association of Information Technology Professionals
  • Member of the Service Desk Institute (SDI)
  • Affiliation with Red Hat Certified Engineer (RHCE) group
  • Member of the Association for Computing Machinery (ACM)
  • Member of the Linux Professional Institute (LPI)
  • Volunteer mentor in the Society for Technical Communication (STC)
  • Toastmasters

Certifications

  • Azure Security Engineer Associate
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • CompTIA Network+ Certification
  • Certified Public Accountant (CPA)
  • Project Management Professional (PMP)
  • ITIL Foundation Certification
  • ServSafe
  • Cisco Certified Network Associate (CCNA)
  • LPIC-2: Linux Engineer Certification
  • Certified Kubernetes Administrator (CKA)

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