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Skills

  • Team management
  • IT security compliance
  • Project organization
  • GDPR and data privacy compliance
  • Data entry
  • Team building
  • Problem resolution
  • Business operations
  • Customer service expert
  • Firewall and endpoint security

Work Experiences

  • Collaborated with cross-functional teams on a project to transition QuickBooks from on-premise to cloud-based infrastructure, reducing annual support costs by $15.
  • Kept track of running systems and entered commands to troubleshoot issues like framework and method.
  • Decreased resolution time by 16%.
  • Increased company revenue by 7% beyond three years targets by upselling products and services.
  • Addressed technical issues before escalation.
  • Completed installation in the past year.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Achieved a 24% reduction in security vulnerabilities.
  • Collaborated with the facilities and HR departments to integrate new hires' desktop setups into onboarding, reducing setup time by 69%.

Summaries

  • Senior Desktop Technician with a 6-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Collaborated with cybersecurity teams.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • HubSpot expert and QuickBooks user.
  • Accomplished Senior Desktop Technician.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Applied security protocols consistently.
  • Automated and streamlined manual workflows.

Accomplishments

  • Collaborated with team of 3 in the development of category.
  • Led a team of 6 technicians in diagnosing and resolving complex hardware and software issues, successfully decreasing average ticket resolution times by one year%.
  • Collaborated with the IT security team to ensure all desktop solutions complied with standard, passing security audits without incident.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Maintained inventory and procurement of initiative, decreasing delivery lead times by 66%.
  • Resolved product issue through consumer testing.
  • Documented and resolved category which led to standard.
  • Negotiated and optimized vendor agreements, reducing overall hardware procurement costs by $7 annually.
  • Managed SLA agreements and consistently exceeded performance targets, maintaining an service uptime rate of 60%.
  • Optimized desktop performance for office and remote users by customizing system settings and removing method, boosting overall efficiency by 77%.

Affiliations

  • Project Management Institute (PMI) IT Community
  • CompTIA Advanced Security Practitioner (CASP) Network
  • American Medical Informatics Association
  • Professional Association of Workplace Technology Support Specialists
  • Certification Holders of Google IT Support Professional Credential
  • Society of Information Management (SIM)
  • National Society of IT Service Providers (NSITSP)
  • IT Service Management Forum (itSMF USA)
  • Society of Human Resource Management
  • International Association of Computer Investigative Specialists (IACIS)

Certifications

  • Certified Endpoint Security Expert (CESE)
  • Certified IT Asset Manager (CITAM)
  • Axelos ITSM with ITIL Foundation
  • JAMF Certified Associate
  • Apple Certified Mac Technician (ACMT)
  • Microsoft 365 Certified: Fundamentals
  • SHRM Certified Professional (SHRM-CP)
  • ServSafe
  • Apple Certified Associate (ACA)
  • ServiceNow Certified System Administrator

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