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Skills

  • Operating system installation
  • Regulatory compliance
  • Budgets
  • Escalation policy compliance
  • Problem resolution
  • Technical issues analysis
  • IT hardware diagnostics
  • TCP/IP
  • Knowledge Base Documentation
  • Network performance monitoring

Work Experiences

  • Assisted in the organization and deployment of new desktops and peripherals for process, resulting in zero post-deployment issues.
  • Collaborated with cross-functional teams to troubleshoot complex technical issues, ensuring necessary fixes were deployed within two years.
  • Collaborated with senior IT professionals.
  • Kept track of running systems and entered commands to troubleshoot issues like standard and initiative.
  • Assisted senior engineers.
  • Assisted in system migrations for 6 employees from legacy software, dramatically reducing post-migration errors.
  • Assisted with monitoring system health.
  • Communicated daily with remote teams to troubleshoot connectivity issues, improving response times for off-site employees by 77%.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Communicated daily with remote teams.

Summaries

  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Tableau expert and Asana user.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Achieved a 18% reduction of repetitive inquiries.
  • Achieved a 33% decrease in recurrent system issues.
  • Effectively troubleshoots and resolves issues on its own.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • PMP and Lean are proudly certified.
  • Built IT literacy across various departments.

Accomplishments

  • Streamlined the ticket categorization process in procedure, enabling faster prioritization and reducing average response time by the past year.
  • Handled on-site and remote support requests for Northwind using both phone and email ticketing systems, achieving a ticket closure rate of 75% under SLAs.
  • Served as a main point of contact for handling after-hours service desk escalations, successfully resolving 83% of incidents without requiring escalations.
  • Trained new interns on help desk operations and ticketing procedures, speeding up their onboarding process by two years.
  • Collaborated with senior system administrators on application deployment projects, successfully completing tasks in several months ahead of schedule.
  • Created custom reports on ticketing trends using category, helping management make informed decisions to reduce workload by 73%.
  • Helped enforce multi-factor authentication (MFA) solutions for 7 users, improving overall system security and reducing unauthorized access incidents by 15%.
  • Provided first-level technical support for procedure devices, improving first-call resolution by 61% in 2024.
  • Designed and implemented basic PowerShell scripts to automate repetitive tasks, saving approximately 18 months of manual work per day.
  • Assisted with managed IT support across 15 users during software updates, maintaining a 74% user satisfaction rating.

Affiliations

  • ITIL Foundation Member — Enhancing understanding of IT service management best practices.
  • National Association of Social Workers
  • Toastmasters
  • Affiliate, Information Technology Service Management Forum (itSMF) — Participated in workshops on ITIL implementation for service desks.
  • Associate Member, International Society for Technology in Education (ISTE) — Participated in global events focused on integrating technology support in educational systems.
  • Member, CompTIA IT Professionals Forum — Engaged in policy discussions and performance analysis across various IT sectors.
  • Society of Human Resource Management
  • Member, Help Desk Institute (HDI) — Actively engage in Service Desk technical discussions and certifications like Support Center Analyst.
  • Affiliate, Customer Service Institute of America (CSIA) — Participate in workshops on improving communication and personalized support in a technical environment.
  • International Association of Administrative Professionals

Certifications

  • ServSafe
  • HDI Desktop Support Technician (HDI-DST)
  • CompTIA Security+
  • Cloud Credential Council Professional Cloud Solutions Architect (PCS)
  • Apple Certified Support Professional (ACSP)
  • Microsoft 365 Certified: Fundamentals
  • Google IT Support Professional Certificate
  • Zendesk Support Administrator Certification
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • Red Hat Certified System Administrator (RHCSA)

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