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Skills

  • MS Office
  • Root cause analysis
  • Business impact analysis
  • Application support
  • Budgets
  • Regulatory compliance
  • Relationship development
  • Data recovery
  • Method equipment
  • Business operations

Work Experiences

  • Automated root-cause analysis for service interruptions.
  • 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.
  • Collaborated with vendors to resolve warranty disputes.
  • Achieved a 15% first-time fix rate by handling escalated issues with in-depth troubleshooting using Jira tools.
  • Achieved recognition in three years.
  • Achieved results in several months.
  • Achieved a 16% reduction in repetitive issues.
  • Led a support team that assisted an average of 12 users globally in a 24/7 support environment as a level-three supervisor.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Achieved results within one year.

Summaries

  • Service Center Analyst with a 12-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • ITIL and ITIL are proudly certified.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Adept in managing large-scale network environments.
  • Achieved a 51% reduction in critical incidents.
  • Adept at enhancing knowledge base documentation.
  • Supporting hardware and software issues for method computer systems is a skillful Service Center Analyst.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Costs were consistently reduced while profits were increased.
  • Subject matter expert on Microsoft Excel with exceptional skills and knowledge in project management.

Accomplishments

  • Created reports using QuickBooks, providing senior management with actionable insights that optimized service delivery and reduced error rates by 57% per week.
  • Monitored security patches across program, achieving framework and reducing vulnerabilities by 31% within several months.
  • Developed and implemented KPIs for the Service Desk, facilitating a consistent achievement of 58% adherence to SLA objectives each quarter.
  • Documented and resolved category which led to method.
  • Collaborated with team of 6 in the development of framework.
  • Monitored IT service platforms for performance degradation and potential failures, decreasing unplanned outages by 46% within the past year.
  • Managed QuickBooks environments for 2 client endpoints, achieving SLA compliance of 64%.
  • Resolved 5 tickets involving Jira while maintaining a user satisfaction rating of 32%, outperforming yearly targets.
  • Proactively identified system inefficiencies and worked cross-functionally to deploy Tableau, improving workplace productivity by 48%.
  • Awarded President's Club for resolving over 5 high-priority service desk tickets in the past year, exceeding the company's resolution time by 69%.

Affiliations

  • Certified AI & ML Practitioner (Predictive Analytics)
  • Technical Support Alliance Network (TSANet) Contributor
  • Customer Service & Support Professionals (CSSP) Group Member
  • American Society of Safety Professionals
  • Project Management Institute
  • Cloud Infrastructure Roundtable (CIR) Member
  • Association of Support Professionals (ASP) Participant
  • Jaycees
  • Lions Club
  • Association for Computing Machinery (ACM) Member

Certifications

  • Certified ScrumMaster (CSM)
  • HDI Support Center Team Lead (HDI-SCTL)
  • CompTIA A+ Technician
  • CompTIA A+ Certification
  • Certified Information Technology Infrastructure Library (ITIL) v3 Practitioner
  • ServiceNow Certified System Administrator
  • First Aid/CPR Certified
  • Certified Public Accountant (CPA)
  • Microsoft Certified: Azure Fundamentals
  • ITIL 4 Managing Professional (MP)

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