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Skills

  • System downtime reduction techniques
  • Scripting Languages (e.g., PowerShell)
  • Automation Script Implementation
  • DNS, DHCP, and TCP/IP Protocol Troubleshooting
  • IT asset management
  • De-escalation of Level 3 Support Requests
  • Tier 2 Incident Management
  • Remote Issue Resolution Techniques
  • SLA (Service Level Agreement) Adherence
  • Change management processes

Work Experiences

  • Delivered timely Tier 2 support by troubleshooting over 2 high-priority incidents via phone, email, and remote desktop software, achieving a resolution success rate of 18%.
  • Achieved 39% resolution on first contact.
  • Follow established IT policies, procedures, and standards and ensure that they are in line with the goals and procedures of the information systems.
  • Consistently ranked as the top performer based on KPIs.
  • Collaborated in planning the deployment of SAP.
  • Adhered to company security policies.
  • Achieved Top Performer for exceptional customer service by resolving 19% of incidents on the first attempt.
  • Coordinated with field technicians and remote branches, ensuring 5 systems stayed online and functional throughout framework of migration work.
  • Assisted in the creation of a new onboarding packet for users, reducing the average time to productivity for new hires by 2 days.
  • Configured QuickBooks.

Summaries

  • Accomplished Service Desk Technician 2.
  • Delivered timely and efficient resolution of technical problems.
  • Customer-oriented Service Desk Technician 2 recognized for delivering timely and efficient resolution of technical problems, consistently exceeding SLA targets and reducing average incident resolution time to under method.
  • Demonstrated technical fluency.
  • Achieved a 43% boost in efficiency.
  • Achieved a 29% reduction in time spent on repetitive troubleshooting tasks.
  • Contributed to a 39% improvement in resolution times.
  • Achieved a 85% first-time resolution success rate.
  • Created and optimized technical documentation.
  • Consistently exceeded SLA targets.

Accomplishments

  • Solely responsible for maintaining and updating critical DNS, DHCP configurations, optimizing network performance for 6 endpoints.
  • Worked with management to track IT asset lifecycle, leading to the identification and retirement of outdated hardware, saving Vantage approximately $12 in annual maintenance costs.
  • Improved team performance by presenting metrics dashboards to leadership, which highlighted areas for training and process enhancement that led to a 77% boost in overall productivity.
  • Collaborated with vendors, including program, to coordinate scheduled system updates and patches for over 16 company-wide devices with minimal to no downtime.
  • Managed software deployments for Power BI, administering licenses and ensuring compliance with internal audit controls and external regulations.
  • Assisted in a comprehensive IT assessment, identifying hardware and software inefficiencies, resulting in a 38% cost reduction due to consolidated vendor agreements.
  • Trained 13 new service desk team members on troubleshooting best practices, improving team productivity and reducing onboarding time by 60%.
  • Spearheaded a device refresh cycle based on asset age, simplifying asset tracking and leading to a 45% increase in satisfaction for internal stakeholders.
  • Acted as a lead technician during an enterprise-wide hardware refresh, successfully completing the installation of 15 devices across 18 months with no major incidents.
  • Conducted routine software patches and updates for enterprise applications, proactively preventing 10 potential security vulnerabilities over three years.

Affiliations

  • Certified Network Support Technician, method
  • Attendee, Professional Development Seminar in Incident Management 2019
  • Contributor, SysAdmin Day Planning 2022
  • Member, BCS (British Computer Society)
  • Certified in Network+ by CompTIA, method
  • Maintainer, Certified Service Desk Analyst (NCP-E) Certification
  • Attendee, ITIL Conference 2016
  • Active Member, HDI (Help Desk Institute) of Atlanta
  • Member, SANS Technology Institute Alumni Group
  • Certified Help Desk Support Specialist, Meridian

Certifications

  • Certified Desktop Support Technician (CDST) - HDI
  • Cisco Certified Network Associate (CCNA)
  • Certified Configuration Manager (CCM)
  • Certified Support Center Analyst (SCA) - HDI
  • Certified Help Desk Manager (CHDM)
  • Certified Technology Specialist (CTS) – AVIXA
  • CompTIA Network+ Certification
  • Certified Ethical Hacker (CEH)
  • Certified Information Systems Auditor (CISA)
  • Certified Associate of Project Management (CAPM)

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