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Skills

  • Inventory management
  • Customer satisfaction tracking and improvement
  • Team building
  • Business operations
  • Endpoint management and monitoring
  • Fault isolation
  • Helpdesk ticketing system (e.g., ServiceNow)
  • RFI Scanners
  • Incident Response Management
  • Cross-functional collaboration with IT and other departments

Work Experiences

  • Achieved a 61% reduction in system crashes.
  • Automated software deployment processes using Workday, slashing onboarding time for new users by 53% days.
  • Collaborated with the cybersecurity team.
  • Finished standard of project, which resulted in system.
  • Achieved a 21% first-call resolution rate.
  • Kept my program knowledge up to date by doing budget management and quality assurance.
  • Learned budget management and quality assurance to help with office needs.
  • Working with team members and customers to find workable solutions improved operations.
  • Site evaluations, customer surveys, and team audits were all things I did.
  • Achieved 20% reduction in repeat incidents.

Summaries

  • Achieved 45% annual uptime.
  • Multilingual and fluent in Spanish and Japanese, with a strong grasp of cultural differences.
  • Capable of configuring, troubleshooting, and optimizing peripheral devices.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Strategic thinker with expertise in vendor management.
  • Ability to recognize framework issues and integrate metric solutions to achieve category.
  • Senior PC Support Analyst is a hardworking and dependable Senior PC Support Analyst who excels at performance reporting and cross-functional collaboration.
  • Proficient in promoting standard by leveraging vendor management and strategic planning knowledge.
  • Senior PC Support Analyst and team leader with 14 years of experience in system settings.
  • Trained in installing network components, adding new lines, and configuring components.

Accomplishments

  • Reduced system downtime by 53% by proactively identifying and resolving recurring hardware issues while managing installations of QuickBooks.
  • Developed in-depth training materials for onboarding new employees, resulting in 74% faster time-to-productivity for new hires across logistics.
  • Recovered 13 in unclaimed assets by improving asset tracking systems and creating new procedures for IT lifecycle management.
  • Orchestrated the hardware relocation and reconfiguration for 17 offices during company relocation with no disruption to daily operations.
  • Facilitated seamless software and hardware integration during mergers and acquisitions, providing custom support solutions to integrate 3 systems across Austin.
  • Enhanced data security by implementing disk encryption solutions across 13 devices, ensuring compliance with standard.
  • Resolved an average of 14 service desk tickets per month with a 47% first-call resolution rate, improving overall service delivery.
  • Managed warranty tracking and repairs for over 2 computing and mobile devices, minimizing out-of-pocket company costs by 7 annually.
  • Developed a ticket triage process that significantly reduced incident backlog by 62% while maintaining high customer satisfaction ratings.
  • Spearheaded data backup and disaster recovery initiative, improving recovery times by 37% and ensuring critical systems remained operational during outages.

Affiliations

  • Collaborated with Cisco Networking Academy affiliates to improve network architecture knowledge and operational support for multi-site organizations.
  • Involved in the Association of Support Professionals (ASP), contributing to discussions on improving the user experience and technical support models.
  • Partnered with local chapters of Computer Technology Industry Association (CompTIA) to exchange practical knowledge across multiple IT verticals.
  • Took part in the Certified Information Systems Security Professional (CISSP) community to strengthen multi-layered security implementations in current support systems.
  • Participated in CompTIA A+ and Network+ workshops, improving skills in hardware troubleshooting and network management.
  • Engaged in ongoing professional training through ITIL Foundations, strengthening expertise in aligning IT services with organizational needs.
  • Attended meetings with the International Association of Computer Investigative Specialists (IACIS) to stay informed on emerging computer forensics trends and tools.
  • Enrolled in annual courses through TechTarget’s IT Knowledge Exchange, ensuring cutting-edge abilities in troubleshooting and network analysis.
  • Member of the Professional Association for Enterprise Desktop Alliance (EDA), effectively collaborating on enterprise-level desktop support strategies.
  • Executive member of the Logging and Security Institute (LOGI), promoting best practices for audit trails and compliance-based operations.

Certifications

  • Certified in Risk and Information Systems Control (CRISC)
  • First Aid/CPR
  • CompTIA Cybersecurity Analyst (CySA+)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Microsoft Certified: Azure Administrator Associate
  • Certified Data Privacy Solutions Engineer (CDPSE)
  • HDI Customer Service Representative Certification
  • Salesforce
  • LPI Linux Essentials
  • CompTIA Cloud+ Certification

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