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Skills

  • Organization
  • Data entry
  • Hardware Configuration
  • Operational improvement
  • Customer satisfaction improvement
  • Automation of routine tasks
  • Project coordination
  • Communications
  • Relationship development
  • Technical documentation

Work Experiences

  • Advised leadership on new technology investments.
  • Built knowledge base articles.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Achieved 57% tighter security baselines.
  • Completed migration within several months.
  • Achieved 7 consecutive months of zero downtime.
  • Championed the integration of category, decreasing the ticket resolution time by 7 hours and improving overall service desk efficiency.
  • Achieved improvement over the course of several months.
  • Achieved a 3% decrease in manual intervention time.
  • Described initiative solutions to customers to aid in problem resolution.

Summaries

  • Supporting hardware and software issues for procedure computer systems is a skillful Service Desk Specialist.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Adept at managing high-volume ticket environments.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Adept at managing high-volume ticket environments, regularly resolving 7 tickets per day while improving end-user satisfaction scores to over 39% during the past year.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Effectively troubleshoots and resolves issues on its own.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Service Desk Specialist is a multi-talented Service Desk Specialist who is consistently rewarded for planning and operational improvements.
  • Achieved improvements through automation and process optimization.

Accomplishments

  • Implemented a knowledge base for recurring technical issues, reducing support inquiries by 81% over several months.
  • Reduced system downtime by 10% through proactive monitoring and patching of category environments, improving production continuity.
  • Enhanced the tracking of SLA violations, reducing missed deadlines by 23% through improved notifications and accountability systems.
  • Reduced ticket backlog by 64% within the past year by implementing a more efficient ticket escalation process with enhanced prioritization.
  • Resolved product issue through consumer testing.
  • Achieved Scrum Master in Asana, enhancing ability to troubleshoot complex issues and leading to a 58% faster resolution of escalated cases.
  • Proactively identified obsolete hardware in the environment and strategically phased it out, decreasing system failures by 59% %.
  • Ensured 30% compliance with data integrity checks, improving the accuracy of support documentation across multiple platforms.
  • Implemented automated monitoring solutions, resulting in a 36% reduction in recurring system issues and quicker issue identification.
  • Set up user accounts, permissions, and passwords for HubSpot, facilitating seamless onboarding for over 17 users, resulting in error-free operations.

Affiliations

  • International Council of Nurses
  • Computing Technology Industry Association (CompTIA)
  • International Association for the Management of Technology (IAMOT)
  • Help Desk Institute (HDI)
  • Project Management Institute (PMI)
  • Rotary International
  • Certified Support Center Analyst (HDI-SCA)
  • American Society of Safety Professionals
  • Freemason
  • National Association of Social Workers

Certifications

  • Certified Information Technology Infrastructure Library (ITIL) Practitioner
  • Cisco Certified Internetwork Expert (CCIE)
  • JIRA Service Desk Administrator Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Apple Certified Associate (ACA)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Service Desk Manager (CSDM) by Service Desk Institute (SDI)
  • CompTIA Cloud+ Certification for Cloud Computing
  • ServSafe
  • Microsoft Certified: Modern Desktop Administrator Associate

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