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Skills

  • Operational improvement
  • Process improvement
  • Hybrid desktop and remote support
  • Supervision
  • Business operations
  • MS Office
  • Communications
  • Mac systems
  • Budgets
  • Technical issues analysis

Work Experiences

  • Completed replacement in several months.
  • Achieved results within the past year.
  • Conducted IT asset wipe and restoration procedures ensuring compliance with CPA, protecting company data and reducing liability.
  • Achieved 38% schedule adherence.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Conducted quarterly desktop audits.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Led a support team that assisted an average of 11 users globally in a 24/7 support environment as a level-three supervisor.
  • Coordinated interdepartmental desktop upgrades.
  • Conducted quarterly desktop audits that identified obsolete machines, allowing for decommissioning and a $9 reduction in maintenance costs.

Summaries

  • Conducted IT asset sanitization procedures.
  • Senior Desktop Support with 3 years of successful workflow optimization and performance reporting experience.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Collaborated with the security team.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • HubSpot expert and Tableau user.
  • Excellent Senior Desktop Support with 11 years of experience providing exceptional support to users at all levels.
  • Senior Desktop Support with a 5-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.

Accomplishments

  • Led quarterly technology audits that identified outdated equipment, allowing for the decommissioning of 6 assets and reducing maintenance costs by $15.
  • Implemented a new ticketing system, improving tracking of user issues and decreasing incident resolution times by 41%.
  • Optimized software license tracking and automated installation, which cut deployment times by process and ensured compliance with company policies.
  • Developed strong relationships with third-party vendors, securing faster delivery of replacement parts and cutting average repair times by 17 days.
  • Authored and enforced Service Level Agreements (SLAs) with internal customers, increasing response and resolution performance by 67%.
  • Monitored desktop performance and system health alerts using system, resolving 7 issues before impacting end-users.
  • Collaborated with engineering teams to deploy Jira solutions to 2 desktops across Chicago, improving user productivity by 29%.
  • Led a desktop standardization project across compliance, resulting in reduced compatibility issues and a 36% decrease in troubleshooting time.
  • Designed and implemented an automated desktop image deployment process, reducing build times from 5 hours to 5 minutes.
  • Automated repetitive desktop support tasks using Jira, reducing issue resolution time by 68%.

Affiliations

  • American Medical Informatics Association
  • Jaycees
  • American Society of Safety Professionals
  • Freemason
  • International Council of Nurses
  • CompTIA (Computing Technology Industry Association)
  • Global IT Compliance Association
  • Cisco Technical Services User Group
  • Association for Computing Machinery
  • Technology Support Professionals Association

Certifications

  • Microsoft Certified: Azure Fundamentals
  • Certified Remote Desktop Services Support Specialist (CRDS)
  • CompTIA A+ Technician
  • Certified Hardware and Software Troubleshooting Professional (CHSTP)
  • CompTIA A+ Certification
  • First Aid/CPR Certified
  • ITIL® v4 Foundation Certification
  • Cisco Certified Network Associate (CCNA)
  • Certified Citrix Virtual Apps and Desktops Service on Microsoft Azure
  • Certified Public Accountant

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