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Skills

  • Supervision
  • Procedure equipment
  • Adapting to new technologies and systems
  • Cross-functional collaboration on technical issues
  • Client relationship management
  • Time management
  • Data backup and recovery support
  • Help desk ticket management
  • Project organization
  • Word processing

Work Experiences

  • Started cross-selling and upselling conversations with customers to encourage them to buy more products and increase sales.
  • Achieved a initiative as measured by internal audits.
  • Addressed intermittent connectivity issues.
  • Answered user product attribute and usage questions to ensure a positive product ownership experience.
  • Assisted 14 users without on-site visits.
  • Identified and resolved issues with user system functionality so that desired operations could be completed.
  • Went to weekly team meetings to learn more about the products and services we offered, as well as gain insight into effective problem-solving strategies.
  • Achieved a 54% improvement in network performance.
  • Assisted in onboarding 18 new hires.
  • Collaborated with cross-functional teams.

Summaries

  • Achieved high first-call resolution rates.
  • Service Desk Representative is a friendly and polished Service Desk Representative with demonstrated experience in method environments.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Multitasker and planner who is smooth and efficient.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • Multitasking, communication, and interpersonal skills are all excellent.
  • Within Miscellaneous, senior Service Desk Representative and outstanding performer in budget management and strategic planning.
  • Costs were consistently reduced while profits were increased.
  • Service Desk Representative is a multi-talented Service Desk Representative who is consistently rewarded for planning and operational improvements.
  • Served 15 commercial and residential customers in the previous year and resolved 6% of issues without escalation to a specialty team.

Accomplishments

  • Resolved product issue through consumer testing.
  • Assisted in the successful migration of Power BI for 18 users, ensuring minimal disruption and zero data loss during the transition.
  • Provided remote troubleshooting support to resolve technical issues for over 4 users without requiring escalation to on-site technicians.
  • Identified and implemented security patches in Asana, reducing potential intrusion points by 31% and improving long-term system stability.
  • Played a key role in resolving technical issues during a large-scale process, supporting 12 users with minimal disruption to daily operations.
  • Documented and resolved process which led to framework.
  • Efficiently handled over 14 calls daily in a high-volume technical support environment, while maintaining a customer satisfaction score of 19%.
  • Diagnosed software and hardware failures in SAP, increasing overall system uptime by 66% during peak usage hours.
  • Designed a ticket prioritization method that reduced response time for critical issues by 11 minutes, enhancing service reliability.
  • Developed new knowledge base articles for common technical issues, which reduced ticket handling time by 69% and improved self-service options for users.

Affiliations

  • Certified in Cyber Defense Services (CCDS) - Global Information Assurance Certification (GIAC)
  • International Council of Nurses
  • Member of the Association for Support Professionals (ASP)
  • Lions Club
  • Cloud Security Alliance (CSA) Member
  • Local Chapter Member, Society of Information Risk Analysts (SIRA)
  • Rotary International
  • Certification, Information Technology Asset Management (ITAM) Practices
  • American Marketing Association
  • Society of Human Resource Management

Certifications

  • Certified SAFe® 5 Customer Service Practitioner
  • Cisco Certified Internetwork Expert (CCIE)
  • HDI Support Center Analyst (HDI-SCA)
  • Salesforce
  • Comptia Linux+ Certification
  • Certified Public Accountant
  • SANS GIAC Certified Incident Handler (GCIH)
  • Certified Public Accountant (CPA)
  • Certified Technical Support Professional (CTSP) – SDI
  • CompTIA Cloud+ Certification

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