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Skills

  • Regulatory compliance
  • Downtime reduction strategies
  • Desktop support
  • Software diagnosis
  • Supervision
  • Business operations
  • Hardware failure diagnostics
  • Organization
  • Licensing agreement management
  • Customer service

Work Experiences

  • Assessed and upgraded over 14 end-user systems in compliance with system security standards.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Configured VPN for secure work-from-home.
  • Used stakeholder engagement and workflow optimization to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Achieved zero service interruptions.
  • Assisted users with troubleshooting.
  • Achieved 77% restoration accuracy during testing scenarios.
  • Achieved 25% reduction in printing downtime.
  • Collaborated with vendors for hardware repairs.
  • Assessed end-user systems.

Summaries

  • Competent Service Desk Administrator with experience assisting category users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Excellent performance reporting and risk assessment knowledge.
  • Automated routine tasks.
  • Adhered to method security protocols.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Promotes budget management and cross-functional collaboration skills that are dynamic.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Accomplished in remotely supporting users by deploying and managing secure VPN access, ensuring smooth and secure connectivity for remote workers.
  • Adept at optimizing system efficiency.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Collaborated with team of 11 in the development of process.
  • Managed incident escalation procedures for Summit Group’s high-priority customers, reducing resolution time for escalated cases by 50%.
  • Conducted in-depth system audits and provided recommendations that improved security and reduced system vulnerabilities by 41%.
  • Used Tableau to automate repetitive troubleshooting tasks, reducing manual interventions by 29%, freeing up resources for critical projects.
  • Simplified the incident reporting process by developing custom templates, yielding a reduction in incident misreporting by 71%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented new ticket management system that improved team productivity by reducing ticket response time by 69%.
  • Reduced operational IT costs by optimizing software licensing agreements, leading to annual savings of 46%.
  • Integrated ITIL best practices into everyday operations, improving key performance indicators for ticket resolution by 77%.
  • Collaborated with cross-functional departments to resolve complex infrastructure issues with an average resolution time of 6 days.

Affiliations

  • Active member of the Technology Executives Roundtable, collaborating with industry professionals on service desk management strategies.
  • Freemason
  • CompTIA Network+ Certified, focusing on network infrastructure and secure network support for remote users.
  • American Medical Informatics Association
  • Service Desk Manager Associate through Skills Framework for the Information Age (SFIA), focusing on skills-based certification and career trajectory.
  • Lions Club
  • American Society of Safety Professionals
  • Certified in Project Management Professional (PMP) through PMI, focusing on optimizing service desk project workflows.
  • Participated in IT asset management webinars hosted by the International Association of IT Asset Managers (IAITAM).
  • Professional member of the Association for Computing Machinery (ACM), regularly attending sessions on system administration and IT security.

Certifications

  • First Aid/CPR Certified
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP)
  • Certified Network Defender (CND)
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • Google Cloud Associate Cloud Engineer
  • Salesforce
  • Palo Alto Networks Certified Network Security Administrator (PCNSA)
  • CompTIA A+ Technician
  • SHRM Senior Certified Professional (SHRM-SCP)

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