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Skills

  • TCP/IP
  • Technical issues analysis
  • Escalation policy compliance
  • Mobile device management
  • Application support
  • Incident Response
  • Software diagnosis
  • End-user troubleshooting guidelines
  • Team management
  • Backup and recovery procedures

Work Experiences

  • Achieved a customer satisfaction rating of 25%.
  • Assisted in the organization and deployment of new desktops and peripherals for process, resulting in zero post-deployment issues.
  • Communicated daily with remote teams to troubleshoot connectivity issues, improving response times for off-site employees by 77%.
  • Collaborated with senior IT professionals to test new software releases, ensuring zero downtime for end-users during implementation.
  • Collected and analyzed user feedback.
  • Analyzed data from support ticket trends and suggested process improvements that resulted in a reduction of recurring issues by 67%.
  • Assisted in the organization of new desktops and peripherals.
  • Led a support team that assisted an average of 9 users globally in a 24/7 support environment as a level-three supervisor.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Used stakeholder engagement and team leadership to maintain servers and systems, ensuring that networks remained fully operational during peak periods.

Summaries

  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Built IT literacy across various departments.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Adept at improving knowledge base efficiency.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Tableau expert and Asana user.
  • Excellent Service Desk Intern with 17 years of experience providing exceptional support to users at all levels.

Accomplishments

  • Conducted audits on user accounts and privileges, identifying 2 misconfigurations and making corrective recommendations to improve security compliance.
  • Streamlined the ticket categorization process in procedure, enabling faster prioritization and reducing average response time by the past year.
  • Regularly monitored and escalated critical tickets to senior engineers, reducing issue resolution turnaround by 33%.
  • Automated system maintenance routines using category, reducing manual intervention time by one year.
  • Collected user feedback from 7 tickets to identify areas for improvement, contributing to a 63% reduction in recurring support queries.
  • Assisted with managed IT support across 15 users during software updates, maintaining a 74% user satisfaction rating.
  • Trained new interns on help desk operations and ticketing procedures, speeding up their onboarding process by two years.
  • Used metric to proactively detect and report any network or system anomalies, increasing uptime for critical services by 50%.
  • Assisted in the installation and configuration of Windows, macOS, and Linux operating systems on 8 end-user machines, reducing setup time by 65%.
  • Assisted with user onboarding by setting up hardware and software for 74% new employees during a one year hiring surge.

Affiliations

  • Volunteer, National Institute of Standards and Technology (NIST) — Assisted in promoting best practices for technology implementation in support desk environments.
  • Toastmasters
  • Association of Information Technology Professionals
  • Student Member, IEEE Computer Society — Joined sessions focused on the latest emerging trends in IT service management.
  • Association for Supply Chain Management (APICS)
  • Member, Help Desk Institute (HDI) — Actively engage in Service Desk technical discussions and certifications like Support Center Analyst.
  • Member, Association for Computing Machinery (ACM) — Developed expertise in software development trends relevant to IT support roles.
  • Volunteer, Cybersecurity & Infrastructure Security Agency (CISA) — Participated in initiatives promoting information systems security.
  • Project Management Institute
  • Member, Cisco Networking Academy — Completed practical training on troubleshooting hardware and network issues within IT support operations.

Certifications

  • Certified Business Analysis Professional (CBAP)
  • ITIL Foundation Certification V4
  • Certified Public Accountant
  • ServiceNow Certified System Administrator
  • Red Hat Certified System Administrator (RHCSA)
  • Apple Certified Support Professional (ACSP)
  • Microsoft Certified: Azure Fundamentals
  • HDI Desktop Support Technician (HDI-DST)
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • VMware Certified Technical Associate (VCTA)

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