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Skills

First Aid/CPR
ITIL process adherence
Operational improvement
Relationship development
Time management
Team building
Budgets
Customer self-service improvement
High-priority incident resolution
Data recovery

Work Experiences

Used workflow optimization and process improvement to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
Kept track of running systems and entered commands to troubleshoot issues like initiative and process.
Achieved 49% improvements in service desk responsiveness.
By providing high-quality and efficient support, I was able to keep existing clients and develop 6 new accounts.
Assisted users in recovering lost data, utilizing Tableau, avoiding downtime and reducing data recovery requests by 36%.
Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
Acted as a liaison between users and IT during crisis management scenarios, providing updates, keeping communications clear, and ensuring systems were restored within 8 hours.
Boosted SLA compliance by 72% points.
Achieved a 25% increase year-over-year.

Summaries

Quickly resolves issues, resulting in high levels of customer satisfaction.
Adept at translating complex technical issues.
Effectively troubleshoots and resolves issues on its own.
Excellent project management and data analysis knowledge.
Achieved a 63% reduction in call handle time.
Service Desk Operator is a multi-talented Service Desk Operator who is consistently rewarded for planning and operational improvements.
Adheres to ITIL guidelines.
Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
Achieved a 77% improvement in service delivery metrics.

Accomplishments

Collaborated with team of 18 in the development of category.
Analyzed support ticket trends over 16 years and implemented changes that resulted in a 18% reduction of repeat incidents.
Developed and implemented data backup and recovery protocols, safeguarding critical data and reducing recovery times by 37%.
Collaborated with engineering and software development teams to resolve complex IT infrastructure issues and improved system performance by 75%.
Reduced average ticket resolution time by 66% by streamlining communication between Tier 1 support and engineering teams.
Managed 9 daily service request tickets while maintaining a 80% satisfaction rate from internal and external users.
Implemented procedure to track and report incidents, enabling proactive issue resolution and reducing recurring issues by 43%.
Improved overall ticket closure rate by 55% within the first 10 months by optimizing service desk workflows and prioritizing high-impact incidents.
Led an initiative to automate common service desk routines, reducing operator workload by 74% and ensuring rapid response to urgent tickets.
Exceeded expectations by resolving high-priority tickets in 8% less time than the established SLA, resulting in improved user satisfaction.

Affiliations

The Service Desk Institute (SDI)
Society of Human Resource Management
Project Management Institute
American Society of Safety Professionals
Microsoft Certified Professional (MCP) Program
HDI Certified Support Center Analyst
Lions Club
Idealliance Certified Web Professional Program
CompTIA Security+ Membership
CertNexus Certified CyberSec First Responder (CFR)

Certifications

Help Desk Analyst Certification (HDAC) - 2022
Certified Public Accountant
HDI Problem Management Professional Certification - 2023
Certified Service Desk Manager (CSDM) - 2017 - Ironclad Systems
Certified Data Recovery Professional (CDRP) - 2023
CompTIA Cloud Essentials+ Certification - 2023
Customer Service Excellence Certification - 2016 - Beacon Labs
Certified Public Accountant (CPA)
CompTIA Cloud+ Certification 2019
Cisco Certified Network Associate (CCNA) - 2022

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