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Skills

  • Desktop support
  • Team management
  • Supervision
  • Customer feedback analysis
  • Data entry
  • Business operations
  • Staff education and training
  • Operational improvement
  • First Aid/CPR
  • Technical documents comprehension

Work Experiences

  • Achieved a 43% first-time fix rate.
  • Assisted in the rollout of security updates to 9 users, with zero incidents of failed security patch implementation.
  • Communicated findings to facilitate learning.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Achieved zero incidents of failed security patch implementation.
  • Achieved uptime over 6 months.
  • Described metric solutions to customers to aid in problem resolution.
  • Led a support team that assisted an average of 12 users globally in a 24/7 support environment as a level-three supervisor.
  • Analyzed recurring problems.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.

Summaries

  • Adept at enhancing knowledge base documentation.
  • Achieved 53% reduction in load times.
  • Achieved network uptime of 52%.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Excellent Service Center Analyst with 16 years of experience providing exceptional support to users at all levels.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Achieved a 67% increase in system uptime.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Streamlined the onboarding process for new hires by implementing user guides and training modules, reducing setup time by 6 hours on average per person.
  • Resolved 5 tickets involving Jira while maintaining a user satisfaction rating of 32%, outperforming yearly targets.
  • Created reports using QuickBooks, providing senior management with actionable insights that optimized service delivery and reduced error rates by 57% per week.
  • Authored technical documentation for common service issues, simplifying resolutions and accelerating response times by 18%.
  • Leveraged cloud-based tools such as HubSpot to remotely support and maintain standard, ensuring uninterrupted service and reducing system disruption by 62%.
  • Troubleshot and resolved complex issues for 9 end-users across multiple locations, ensuring minimal downtime and maintaining a 70% uptime target.
  • Documented and resolved category which led to method.
  • Resolved product issue through consumer testing.
  • Successfully prioritized and resolved 7 incoming service tickets all within SLA, leading to a quarterly customer satisfaction rating increase of 74%.
  • Monitored security patches across program, achieving framework and reducing vulnerabilities by 31% within several months.

Affiliations

  • Women in Technology International (WITI) Member
  • Network Professional Association (NPA) Affiliate
  • Project Management Institute
  • IEEE Computer Society Registered Affiliate
  • Certified AI & ML Practitioner (Predictive Analytics)
  • Association for Supply Chain Management (APICS)
  • Technical Support Alliance Network (TSANet) Contributor
  • Project Management Institute (PMI) CAPM Certification Holder
  • Technology Student Association (TSA) Participant
  • Association of Support Professionals (ASP) Participant

Certifications

  • Microsoft Certified: Modern Desktop Administrator Associate
  • Certified Problem Manager (CPM)
  • Salesforce
  • Google Professional Workspace Administrator
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Security+ Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Data Center Management Professional (CDCMP)
  • ITIL 4 Managing Professional (MP)
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals

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