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Skills

  • Credit and collections
  • Team leadership and collaboration
  • Contract negotiation/review/drafting
  • Problem resolution
  • Operational improvement
  • Internal auditing
  • Pet charting information
  • Multi-Task Management
  • Client relationship building
  • Computer literate

Work Experiences

  • Achieved resolution within two years.
  • Contributed to faster support resolution.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Increased company revenue by 7% beyond two years targets by upselling products and services.
  • Set up new work stations for employees by configuring hardware, devices, and software.
  • Collaborated with specialized engineering teams.
  • Created detailed documentation for every software deployment, ensuring that migration processes showed zero-to-minimal downtime for end users.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and forums.
  • Removed and replaced malfunctioning computer parts to fix hardware issues.
  • Achieved 78% reduction in ticket resolution time.

Summaries

  • Among his accomplishments is the creation of a framework app for use in the standard industry.
  • Achieved a 74% reduction in repeat user queries.
  • Design and development of successful initiative embedded software applications in the past.
  • Subject matter expert on Tableau with exceptional skills and knowledge in vendor management.
  • Effectively troubleshoots and resolves issues on its own.
  • Achieved satisfaction over 18 months.
  • Excellent Service Desk Engineer with 6 years of experience providing exceptional support to users at all levels.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Costs were consistently reduced while profits were increased.
  • Service Desk Engineer with a 2-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.

Accomplishments

  • Collaborated with team of 11 in the development of process.
  • Authored step-by-step technical documentation on system migrations, reducing incident rates post-deployment by 19%.
  • Deployed initiative across over 11 endpoints, preventing vulnerability to framework.
  • Proposed
  • Managed
  • Escalated high-priority technical issues effectively, minimizing business impact by ensuring issues were resolved within 18 months.
  • Coordinated with engineering to troubleshoot and resolve high-priority issues within 6 months, ensuring critical business functions were minimally impacted.
  • Documented and resolved program which led to system.
  • Developed custom IT training programs for 18 employees post-deployment of Tableau, resulting in 25% satisfaction rate.
  • Ensured

Affiliations

  • Member of the Service Desk Institute (SDI)
  • Accredited Software Management Professional (SMP) through the International Software Testing Qualifications Board
  • Volunteer speaker at regional technical summits (ServiceNow, Atlanta)
  • American Society of Safety Professionals
  • Attended Black Hat Conferences for the latest in Cybersecurity threats
  • Association for Supply Chain Management (APICS)
  • Association for Computing Machinery
  • Volunteer at local chapter of the International Association of Privacy Professionals (IAPP)
  • Certified Ethical Hacker (CEH) Member
  • Member of the Association of Computing Machinery (ACM)

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Systems Security Certified Practitioner (SSCP)
  • Certified in Risk and Information Systems Control (CRISC)
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Google Professional Cloud Network Engineer Certification
  • ITIL® 4 Managing Professional (ITIL MP) Certification
  • Google IT Support Professional Certificate
  • Certified Ethical Hacker (CEH)
  • Microsoft 365 Certified: Messaging Administrator Associate
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate

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