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Skills

  • Budgets
  • Relationship development
  • Business Development
  • Customer service expert
  • Internal auditing
  • Data recovery
  • Process improvement
  • Contract auditing
  • Problem resolution
  • Technical documents comprehension

Work Experiences

  • Achieved this over a one year period.
  • Achieved results within the first one year.
  • Collaborated with specialized engineering teams.
  • Achieved 78% reduction in ticket resolution time.
  • Described procedure solutions to customers to aid in problem resolution.
  • Awarded Outstanding Service Award for team performance.
  • Increased company revenue by 7% beyond two years targets by upselling products and services.
  • Achieved a 82% boost in problem resolution efficiency.
  • Collaborated with network and infrastructure teams.
  • Contributed to faster support resolution.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Achieved results over a 6 months period.
  • Working with Agile and Scrum methodologies to meet project milestones within specified timeframes is a strong suit.
  • Within Miscellaneous, senior Service Desk Engineer and outstanding performer in stakeholder engagement and team leadership.
  • Costs were consistently reduced while profits were increased.
  • Service Desk Engineer with 17 years of successful stakeholder engagement and risk assessment experience.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Achieved cost savings.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.

Accomplishments

  • Marketing: Implemented marketing strategies which resulted in initiative growth of customer base.
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.
  • Integrated
  • Competitive Analysis: Performed competitive analysis to make recommendations for future company growth.
  • Authored step-by-step technical documentation on system migrations, reducing incident rates post-deployment by 19%.
  • Business Development: Initiated two key partnerships which resulted in framework revenue growth.
  • Collaborated with the cybersecurity team to implement multi-factor authentication (MFA), enhancing security for 13 employees.
  • Streamlined
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed

Affiliations

  • American Society of Safety Professionals
  • Lions Club
  • Association of Information Technology Professionals
  • Active participant in SANS Institute Webinars for Cybersecurity
  • Cisco Certified Network Associate (CCNA) Member
  • Contributor to Stack Overflow in IT Support Communities
  • Engaged in local Power BI Meetups for knowledge sharing
  • Cloud Security Alliance (CSA) Member
  • National Association of Social Workers
  • Certified Ethical Hacker (CEH) Member

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Systems Security Certified Practitioner (SSCP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Google Professional Cloud Network Engineer Certification
  • CompTIA Security+ Certification (SY0-601)
  • Salesforce
  • Cisco Certified DevNet Associate
  • SHRM Certified Professional (SHRM-CP)
  • Apple Certified Associate (ACA)
  • Certified Public Accountant

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