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Skills

  • Organization
  • Category equipment
  • Cost-reduction initiatives in IT operations
  • Automated monitoring script creation
  • Staff education and training
  • Process improvement
  • Implementation of new support procedures
  • Configuration of category environments
  • Remote desktop support
  • Business operations

Work Experiences

  • Achieved performance improvements of 39% in data throughput.
  • Coordinated with the IT security team.
  • Aligned costs with the allocated $6 budget.
  • Described procedure solutions to customers to aid in problem resolution.
  • Accurately diagnosed software malfunctions.
  • Built out new Tier-3 internal documentation on troubleshooting processes, decreasing onboarding time for new technicians by 77%.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Collaborated interdepartmentally.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 12 new accounts.
  • Boosted customer satisfaction by 36%.

Summaries

  • Adept at overseeing large-scale technologies.
  • Achieved results within 6 months.
  • Six Sigma and Six Sigma are proudly certified.
  • Effectively troubleshoots and resolves issues on its own.
  • Collaborative team leader.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Achieved improvements through process optimization and automation.
  • Adept at aligning IT support initiatives with business continuity goals.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Permissions, filters, and file sharing are all skills she possesses.

Accomplishments

  • Collaborated with team of 10 in the development of process.
  • Designed and implemented an innovative ticket triage system, boosting first-response times and overall resolution rates by 21%.
  • Mentored junior IT staff, boosting knowledge transfer and decreasing escalations by 20% over a the past year period.
  • Performed bi-annual audits of the IT infrastructure and made recommendations that improved overall system performance by 44%.
  • Authored weekly performance summaries for upper management detailing ticket trends and system incidents, promoting data-driven decision-making.
  • Delivered on-site and remote support for the deployment of new hardware, ensuring a smooth transition for 3 end users across different locations.
  • Automated repetitive tasks within the support workflow, achieving a 59% reduction in system downtime and improving operational efficiency.
  • Provided emergency incident management support during a critical system outage, helping resume service by the past year faster than projected.
  • Led a team of 4 junior technicians in performing daily troubleshooting and IT support for Asana, improving service quality.
  • Reduced the backlog of unresolved tickets by 19% by efficiently prioritizing and allocating team resources based on severity and impact.

Affiliations

  • Society of Human Resource Management
  • Business Technology Network (BTN) - Member, contributing to collaborative IT support discussions
  • Association for Supply Chain Management (APICS)
  • American Technical Support Organization (ATSO) – Member involved in industry best practices discussions
  • Project Management Institute (PMI) - Member with a focus on IT project support
  • Association for Computing Machinery (ACM) - Member since 2023
  • Certified Ethical Hacker (CEH) - OSHA achieved in 2022
  • Customer Service Institute of America (CSIA) - Completed customer-centric IT support training
  • Ivanti Technical Support Professionals Association - Engaged in IT support training events
  • Rotary International

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Certified Professional (SHRM-CP)
  • ITIL 4 Foundation Certification
  • Apple Certified Support Professional (ACSP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant (CPA)
  • Certified Business Analysis Professional (CBAP)
  • Certified Network Professional (CNP)
  • Google Certified Professional Cloud Architect
  • Cisco Certified Internetwork Expert (CCIE)

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