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Skills

  • Desktop support
  • MS Office
  • Staff education and training
  • Financial data security protocols
  • Hardware failure trend analysis
  • Capacity planning and optimization
  • Business operations
  • Customer service
  • Cost-saving initiatives
  • TCP/IP

Work Experiences

  • Conducted post-mortem analyses of critical outages, providing actionable insights that reduced future failures by 37%.
  • Created comprehensive disaster recovery plans.
  • Decreased average transaction processing times by 81%.
  • Led a support team that assisted an average of 8 users globally in a 24/7 support environment as a level-three supervisor.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Conducted post-mortem analyses of critical outages.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Worked closely with Power BI and SAP users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.

Summaries

  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Competent Senior Computer Operations Specialist with experience assisting initiative users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Senior Computer Operations Specialist with a 7-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Achieved compliance with strict SLAs.
  • Salesforce expert and Adobe Creative Suite user.
  • Achieved cost-effective resource management.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Supporting hardware and software issues for category computer systems is a skillful Senior Computer Operations Specialist.
  • Achieved a 28% reduction in data center energy consumption.
  • Clear understanding of stakeholder engagement and team leadership as well as stakeholder engagement training.

Accomplishments

  • Implemented cost-saving measures that reduced yearly IT expenses by $6 through efficient resource management and hardware lifecycle extensions.
  • Led the incident response team with a 26% improvement in system outage resolution time using a newly devised workflow for prioritizing issues.
  • Created and maintained detailed documentation for all systems, contributing directly to a 33% improvement in training efficiency for new hires.
  • Reduced IT support tickets by 33% through proactive system monitoring and timely hardware repairs.
  • Spearheaded system upgrade projects that resulted in a 33% improvement in processing speeds and overall uptime.
  • Led strategic planning sessions focused on disaster recovery and business continuity, ensuring program compliance for critical systems.
  • Streamlined hardware replacement workflows, resulting in a 61% reduction in mean-time-to-repair for critical server infrastructure.
  • Resolved product issue through consumer testing.
  • Identified inefficiencies and proposed solutions improving process through data-driven analytics and proactive maintenance.
  • Collaborated with team of 17 in the development of program.

Affiliations

  • American Medical Informatics Association
  • Institute of Electrical and Electronics Engineers (IEEE) Computer Society
  • International Association of Administrative Professionals
  • Jaycees
  • Network Professional Association (NPA)
  • International Council of Nurses
  • CompTIA Association of Information Technology Professionals (AITP)
  • Society of Cable Telecommunications Engineers (SCTE) - Network Operations Chapter
  • Lions Club
  • International Webmasters Association

Certifications

  • CompTIA Security+
  • TOGAF 9 Certified Architect
  • Microsoft Certified: Azure Administrator Associate
  • ITIL Intermediate Certificate - Operational Support and Analysis
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Data Center Professional (CDCP)
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Certified ScrumMaster (CSM)
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Network+ Certification

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