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Skills

  • Business operations
  • Helpdesk ticketing system management (QuickBooks)
  • Desktop support
  • First-level technical support
  • Customer satisfaction improvement strategies
  • Team building
  • Supervision
  • TCP/IP
  • Staff education and training
  • Cybersecurity best practices for end users

Work Experiences

  • Created customized user training sessions on Adobe Creative Suite, resulting in 51% faster system adoption by new staff.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Assumed responsibility for high-priority incidents.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Cited in customer feedback for professionalism.
  • Collaborated with the IT department.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Contributed actively in creating quarterly service reviews with key clients to assess IT service desk performance and implement actionable feedback.
  • Achieved results within the past year.
  • Collaborated with the IT infrastructure team to resolve complex network issues for 15 users, achieving a 60% system uptime.

Summaries

  • Consistently adhered to security protocols.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Excellent stakeholder engagement and project management knowledge.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Collaborative Service Desk Assistant who has successfully managed transitions to upgraded platforms, resolving 13 tickets related to user experience and technical issues.
  • Consistently active in process optimization.
  • Consistently delivered a customer satisfaction score of 23%.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Addressed compatibility issues.

Accomplishments

  • Developed a process template that improved the accuracy and timeliness of logging incoming requests by 81%.
  • Played a key role in migrating product to procedure, improving response times and customer satisfaction ratings by 72% %.
  • Coordinated desktop imaging and deployment activities for program, ensuring operational continuity for 11 attending users.
  • Helped reduce ticket backlog by 63% through the development of custom scripts, tackling issues proactively.
  • Provided technical support for 12 employees during the integration of initiative, reducing system downtime by 51%.
  • Prioritized an urgent software upgrade, coordinating across 10 departments to minimize downtime during critical business hours.
  • Collaborated with team of 2 in the development of metric.
  • Guided team members in alleviating client frustrations, leading to a 37% improvement in customer satisfaction ratings.
  • Escalated complex system issues to the technical team, allowing for faster resolution with minimized customer impact.
  • Contributed to the successful rollout of Salesforce, resulting in streamlined operations and a procedure for 6 users.

Affiliations

  • Innovative Support Technologies Association (ISTA)
  • International Council of Nurses
  • Certified Technology Specialist-Help Desk (CTS-HD) Member
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Association of Support Professionals (ASP) Member
  • American Society for Quality - IT Focus Group
  • International Association of IT Asset Managers (IAITAM)
  • American Society of Safety Professionals
  • American Marketing Association
  • National Association of Service Desk Professionals

Certifications

  • Certified Public Accountant
  • EC-Council Certified Ethical Hacker (CEH) (2024)
  • Certified Technical Support Professional (CTSP) - Ironclad Systems, 2017
  • Zendesk Certified Support Administrator, Harbor & Co. (2024)
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Network+
  • Customer Service Representative Certification (CSR), Meridian (2017)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Network Defender (CND), Beacon Labs (2022)
  • HDI Support Center Analyst (SCA), Harbor & Co. (2024)

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