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Skills

  • Strong interpersonal skills
  • Preventive maintenance strategies
  • Team building
  • Change Management Coordination
  • Customer service expert
  • Team management
  • Communications
  • Time management
  • Escalation management
  • Active Directory Management

Work Experiences

  • Appointed to manage and train a team of junior operators, resulting in increased team ticket resolution by 32% within the first 6 months.
  • Achieved 70% resolution rate on Level 1 issues.
  • Appointed to manage a team of junior operators.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Achieved 15% reduction in recurring helpdesk tickets by proactively identifying common user issues and updating system documentation.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Achieved 42% reduction in recurring helpdesk tickets.
  • Applied software patches in accordance with company standards.

Summaries

  • Supporting hardware and software issues for method computer systems is a skillful Service Desk Operator.
  • Analyzed emerging trends from ticket logs.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Analyzed service desk performance using process.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved a high customer satisfaction score of 49%.
  • Specializes in metric and system product troubleshooting.
  • Service Desk Operator with a 5-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Achieved a first-contact resolution rate of 53% %.

Accomplishments

  • Consistently received 84%+ positive feedback from stakeholders by continuously improving the user support experience.
  • Improved overall ticket closure rate by 55% within the first 10 months by optimizing service desk workflows and prioritizing high-impact incidents.
  • Actively participated in IT risk management and incident escalation processes, reducing critical response times by 57%.
  • Developed a comprehensive troubleshooting guide that decreased incident escalation by 20% and enabled support teams to solve issues independently.
  • Collaborated with team of 18 in the development of category.
  • Reduced support ticket volume by 57% by creating and distributing effective self-help education materials to end-users.
  • Developed and implemented data backup and recovery protocols, safeguarding critical data and reducing recovery times by 37%.
  • Managed 9 daily service request tickets while maintaining a 80% satisfaction rate from internal and external users.
  • Reduced unscheduled downtime by 19% through proactive system monitoring and prompt resolution of system alerts.
  • Implemented procedure to track and report incidents, enabling proactive issue resolution and reducing recurring issues by 43%.

Affiliations

  • Certified Knowledge Manager (CKM) Membership
  • Microsoft Certified Professional (MCP) Program
  • Jaycees
  • CompTIA Association Member
  • American Medical Informatics Association
  • Association of Information Technology Professionals (AITP)
  • International Council of Nurses
  • Rotary International
  • Certified Information Systems Security Professional (CISSP) Consortium
  • Association for Computing Machinery

Certifications

  • Certified Data Recovery Professional (CDRP) - 2023
  • First Aid/CPR Certified
  • CompTIA Cloud Essentials+ Certification - 2023
  • Help Desk Analyst Certification (HDAC) - 2022
  • Certified Incident Manager (CIM) - 2021 - Cedar Works
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA A+ Technician
  • Certified ITIL Managing Professional (ITIL MP) - 2019
  • Certified Information Systems Security Professional (CISSP®) – 2022
  • CompTIA Security+

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