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Skills

  • Microsoft 365 Administration
  • Active listening and empathy
  • Root cause analysis
  • Continuous improvement practices
  • Windows OS support
  • Service level agreement (SLA) management
  • Client conflict resolution
  • Adaptability in Fast-paced Environments
  • Active Directory Management
  • Help Desk Ticketing Systems (Tableau)

Work Experiences

  • Achieved a 66% reduction in service delivery time.
  • Delivered end-user training sessions on applications.
  • Assisted in the restructuring of service desk workflows, which enhanced ticket handling efficiency and achieved a 20% increase in first-contact resolution rates.
  • Assisted with onboarding for remote employees.
  • Conducted research and onsite evaluations to introduce a new ticketing system that increased ticket processing speed by 68%.
  • Decreased average downtime by 17 hours per incident.
  • Coordinated with security teams.
  • Conducted research and onsite evaluations.
  • Conducted software licensing reviews.
  • Achieved results within 7 months.

Summaries

  • Adaptive IT support specialist with extensive knowledge of leading Help Desk Ticketing Systems, delivering resolutions to 6 weekly submissions under tight deadlines.
  • Advanced troubleshooting expertise.
  • Awarded for improving team efficiency by 40%.
  • Decreased time spent per ticket by 15%.
  • Accomplished Service Desk Engineer with detailed experience in VPN configuration and remote support. Successfully assisted with onboarding and troubleshooting for employees across Chicago.
  • Achieved a reduction in response times of 64%.
  • Assisted with onboarding for employees.
  • Drove operational efficiency.
  • Coordinated third-party support within budget.
  • Detail-oriented hardware and software help desk technician, recognized for leading VPN configuration support, and assisting remote employees across key markets.

Accomplishments

  • Collaborated with cross-functional teams to address and resolve enterprise-level security vulnerabilities, enhancing protection protocols.
  • Delivered VIP support for executives, ensuring prompt issue resolution and minimal disruption during key business phases.
  • Exemplified multitasking abilities in high-pressure environments, addressing an average of 8 service tickets per shift during peak service hours.
  • Implemented advanced dashboards using QuickBooks to visualize network performance trends, identifying key areas of improvement that led to increased productivity.
  • Authored weekly technical newsletters to 17 employees, providing updates on system disruptions and practical solutions.
  • Monitored and applied security patches and antivirus updates for 8-plus systems, ensuring regulatory compliance and reducing vulnerabilities.
  • Coordinated service transition efforts for a cloud migration to process, ensuring minimal service disruption for 7 employees during the event.
  • Served as a key point of contact for the company-wide rollout of Workday, supporting 13 employees during migration.
  • Suggested process improvements based on ticket analytics, leading to a 83% decrease in ticket resolution times.
  • Received OSHA in 2024, increasing overall team compliance with IT protocols and best practices.

Affiliations

  • Participant, Microsoft Certified Solutions Expert (MCSE) Community, 2017
  • Volunteer Mentor, ITU Service Desk Apprenticeship Program, 2023
  • Volunteer Speaker, Global Service Desk Management Summit, 2017
  • Member, Help Desk Institute (HDI) (2023 - Present)
  • Attendee, Annual Global IT Support Conference, 2019
  • Community Organizer, IT Service Desk Professionals Meetup, Seattle
  • Member, The IT Infrastructure Library (ITIL) System Support Group, 2022 – Present
  • Certificate of Completion, Knowledge-centered Service (KCS), 2016
  • Active Member, Association for Service Management International (AFSMI), 2018
  • Member, Technical Support Professionals LinkedIn Group, 2020

Certifications

  • Certified Information Technology Manager (CITM) by Lakeside Partners
  • Certified DevOps Engineer Professional by Northwind
  • CCNA (Cisco Certified Network Associate)
  • Ansible Fundamentals Certification by Northwind
  • Lean Six Sigma Green Belt Certification
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Microsoft Certified: Azure Fundamentals
  • Certified Information Systems Security Professional (CISSP) by Lakeside Partners
  • Certified IT Asset Manager (CITAM) by Cedar Works
  • HDI Support Center Analyst Certification

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