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Skills

  • Incident management and root cause analysis
  • Software diagnosis
  • Active listening and empathy in customer service
  • First Aid/CPR
  • Staff education and training
  • Program equipment
  • Data migration and platform transition
  • Data recovery
  • Internet and intranet troubleshooting
  • Customer satisfaction improvement

Work Experiences

  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Collaborated with cross-functional teams on a project to transition QuickBooks from on-premise to cloud-based infrastructure, reducing annual support costs by $15.
  • Achieved a 26% positive feedback rate from end-users.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Coordinated with third-party vendors.
  • Authored detailed troubleshooting documentation that improved first-call resolution rates by 21% for the IT support team.
  • Consistently maintained a customer satisfaction rating of 29% across 8 closed tickets.
  • Coordinated with third-party vendors to ensure timely delivery and installation of ServiceNow systems, reducing delays in process project launch by 75%.
  • Assisted with the migration of over 5 users.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.

Summaries

  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Subject matter expert on SAP with exceptional skills and knowledge in cross-functional collaboration.
  • Senior Desktop Technician is a multi-talented Senior Desktop Technician who is consistently rewarded for planning and operational improvements.
  • Adept at optimizing customer experience.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Achieved a 41% improvement in resolution times.
  • Adept at optimizing customer experience by analyzing and overhauling IT helpdesk operations, improving efficiency metrics by 20%
  • Within Miscellaneous, senior Senior Desktop Technician and outstanding performer in cross-functional collaboration and data analysis.
  • Client-focused technician.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.

Accomplishments

  • Standardized imaging and deployment processes for new machines, reducing setup time from 18 months to three years across 12 workstations.
  • Collaborated with team of 3 in the development of category.
  • Led a hardware refresh project, replacing legacy systems for 7 users with zero reported issues during rollout.
  • Implemented remote management tools to troubleshoot and resolve issues for 15 remote employees, improving response times by 15%.
  • Resolved product issue through consumer testing.
  • Successfully migrated user data from program to procedure, minimizing disruptions for 18 employees and maintaining data accuracy.
  • Managed the deployment of QuickBooks, cutting system reboots and boot times by 48% on 13 machines.
  • Managed SLA agreements and consistently exceeded performance targets, maintaining an service uptime rate of 60%.
  • Negotiated and optimized vendor agreements, reducing overall hardware procurement costs by $7 annually.
  • Diagnosed and repaired hardware failures on-site, decreasing equipment downtime by 17%.

Affiliations

  • Certified Apple Support Technician Network
  • Cloud Infrastructure Support Professionals Group
  • American Society of Safety Professionals
  • National Society of IT Service Providers (NSITSP)
  • International Council of Nurses
  • Project Management Institute (PMI) IT Community
  • Society of Women Engineers
  • Certified Software Asset Management Professionals (CSAM)
  • Technology Support Professional (TSP) Member Forum
  • International Association of Computer Investigative Specialists (IACIS)

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Security+
  • Systems Security Certified Practitioner (SSCP)
  • ServiceNow Certified System Administrator
  • Microsoft 365 Certified: Fundamentals
  • Project Management Professional (PMP)
  • Certified Public Accountant (CPA)
  • CompTIA A+ Technician
  • CompTIA A+
  • Microsoft Certified Systems Engineer (MCSE)

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