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Skills

  • Team building
  • Budgets
  • Vendor relationship management
  • MS Office
  • Conflict resolution with IT issues
  • Escalation management
  • Recordkeeping skills
  • Device troubleshooting and repair processes
  • Supervision
  • Onboarding new employees with technical setup

Work Experiences

  • Collaborated with the security team.
  • Assisted with onboarding procedures by setting up Salesforce and installing necessary equipment, ensuring new employees were fully operational within one year.
  • Conducted audits of support tickets.
  • Assisted with onboarding procedures.
  • Addressed significant IT incidents.
  • Checked inbound and outbound shipments for accuracy and to avoid mistakes.
  • Collaborated with the security team to resolve potential data breach risks on end-user devices, helping improve the company’s security readiness.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Communicated efficiently on resolutions.
  • Addressed recurring software issues.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 49% performance improvement.
  • Committed to proactive issue monitoring and effective escalation management, reducing network downtime by the past year via early detection.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Created support documentation.
  • Achieved a 79% reduction in downtime.
  • Achieved a 21% reduction in repetitive tickets.
  • Boosted preventive measures.
  • Knowledge of data verification techniques and salesmanship strategies. Trained in quality assurance and Adobe Creative Suite use.
  • Cut manual entry time by 30%.

Accomplishments

  • Revamped customer feedback analysis process, increasing feedback loop efficiency and improving customer satisfaction ratings by 20%.
  • Reduced average call handling time by two years by utilizing effective troubleshooting techniques and system knowledge.
  • Developed technical documentation and self-service guides that reduced support call volumes by 22%, improving team efficiency.
  • Coached and developed junior team members on best practices in customer support, contributing to a 29% increase in team productivity.
  • Assisted in certifying team compliance with framework, improving overall service quality and adherence to company policies.
  • Documented and resolved procedure which led to program.
  • Led the implementation of a new ticketing system, which enhanced reporting capabilities and reduced ticket resolution times by 5 minutes.
  • Delivered comprehensive onboarding and technical setup for 9 new employees, ensuring they were equipped to work on day one.
  • Authored and standardized technical support documentation, ensuring compliance with company guidelines and improving agent effectiveness.
  • Reduced average ticket resolution time by 44% through strategic prioritization and optimization of support workflows.

Affiliations

  • National Computer Science Honor Society
  • Information Technology Infrastructure Library (ITIL) Certification Group
  • Freemason
  • Vendor Relationship Management Association
  • American Medical Informatics Association
  • Association for Computing Machinery
  • Microsoft Certified Professional (MCP) community
  • International Council of Nurses
  • Certified ScrumMaster (CSM) from Scrum Alliance
  • Rotary International

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • CompTIA Network+ Certification
  • Cisco Certified Network Associate (CCNA)
  • Certified Public Accountant (CPA)
  • Microsoft 365 Certified: Fundamentals
  • ITIL Foundation Certification
  • CompTIA A+ Technician
  • SHRM Certified Professional (SHRM-CP)
  • SHRM Senior Certified Professional (SHRM-SCP)

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