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Skills

  • IT Ticketing Systems
  • Organization
  • Technical documentation
  • Application support
  • Technical documents comprehension
  • TCP/IP
  • Incident Management
  • Supervision
  • Budgets
  • Data security compliance

Work Experiences

  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Assisted in the rollout of the HubSpot, training over 7 internal users, thus improving system adoption by 39% within the first the past year.
  • Assisted in the rollout of the Jira.
  • Analyzed and reduced recurring incidents by 40% through continuous root cause analysis and process improvements.
  • Acted as a liaison between end-users and system engineers.
  • Boosted overall system performance.
  • Assessed software compatibility issues.
  • Achieved a 61% improvement in first-time resolutions.
  • Configured routine backups and restore points.
  • Kept track of running systems and entered commands to troubleshoot issues like system and method.

Summaries

  • Within Miscellaneous, senior Site Support Specialist and outstanding performer in project management and process improvement.
  • Costs were consistently reduced while profits were increased.
  • Collaborative team player.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Specializes in process and framework product troubleshooting.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Achieved 18% SLA compliance.
  • Achieved 62% improvement in equipment functionality.

Accomplishments

  • Collaborated with engineering team to troubleshoot complex systems, reducing ticket escalation by 30% and improving overall resolution time.
  • Delivered technical training sessions to cross-functional teams, increasing technical proficiency by 25% across departments, enhancing productivity.
  • Resolved product issue through consumer testing.
  • Reduced hardware/software procurement costs by 52% through vendor negotiations and assessment of more cost-effective alternatives.
  • Championed the implementation of a new ticketing system that streamlined issue tracking and reduced response times by 67%.
  • Mitigated risk during a critical system upgrade by implementing a thorough pre-deployment testing phase, ensuring zero major incidents during go-live.
  • Created custom scripts to automate routine IT support tasks, reducing manual effort and saving team members 17 hours of work weekly.
  • Regularly consulted with stakeholders to gather feedback on support services, leading to actionable changes that improved user satisfaction by 60%.
  • Standardized the hardware and software setup for new hires, reducing equipment preparation time by 13 days and ensuring faster onboarding.
  • Received recognition by executive management for creating and executing a plan that reduced downtime during systems maintenance by 37%.

Affiliations

  • Member, Network and Computing Professionals Association (NCPA)
  • Lions Club
  • Participant, IT Security and Endpoint Management Forum
  • Jaycees
  • Toastmasters
  • Regular attendee, Help Desk Institute (HDI) Conferences
  • Member, Association of Technical Support Professionals
  • Rotary International
  • International Council of Nurses
  • Active participant, IT Problem Solvers Guild

Certifications

  • Google IT Support Professional Certificate
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Cloud+
  • Certified Business Analysis Professional (CBAP)
  • Cisco Certified Internetwork Expert (CCIE)
  • ServSafe
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • ITIL® v4 Foundation Certification
  • Certified Help Desk Professional (CHDP)
  • Certified Information Systems Auditor (CISA)

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