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Skills

  • Relationship development
  • Customer service expert
  • TCP/IP
  • Team building
  • MS Office
  • Hardware installation and repair
  • Incident documentation and escalation
  • Help desk triage and support prioritization
  • Interactive and multi-step troubleshooting
  • Supervision

Work Experiences

  • Increased company revenue by 13% beyond three years targets by upselling products and services.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Delivered exceptional technical support.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Collaborated with human resources to deploy a new enterprise cloud solution.
  • Decreased equipment malfunctions by 32%.
  • Developed standard operating procedures.
  • Developed a device management solution that streamlined mobile device configuration, bringing incident rates down by 24% in three years.
  • Achieved results in three years.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.

Summaries

  • Adaptable Site Support Technician experienced in leading expansive system migrations, including a seamless switch from system to standard, increasing usability and satisfaction by 18%.
  • Analytical Site Support Technician.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Achieved error reduction by 67% via routine system health checks.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Achieved a 76% decrease in operational failures.
  • Achieved a 81% drop in downtime.
  • Effectively troubleshoots and resolves issues on its own.
  • Allowed for more strategic focus on priority technical issues.

Accomplishments

  • Collaborated with the cybersecurity team to enforce security best practices, resulting in 68% reduction in successful phishing attacks.
  • Upgraded operating systems across 9 workstations in finance, resulting in 25% faster boot times and improved system stability.
  • Resolved product issue through consumer testing.
  • Ensured adherence to compliance standards like process, mitigating risks of security breaches and ensuring 64% audit readiness.
  • Reduced average ticket resolution time by 66% in 2015 through proactive diagnostics and application of preventive measures.
  • Built and maintained detailed knowledge base articles, improving team onboarding efficiency and reducing training time by 55%.
  • Automated routine processes using Microsoft Excel, leading to a reduction in manual technician workload by 21% across Portland.
  • Developed a hardware lifecycle management process that lowered the IT support cost by 26% through strategic hardware replacements.
  • Led an initiative to reduce downtime by identifying and resolving hardware and network bottlenecks, achieving a reduction in system outages by 31%.
  • Negotiated with suppliers for better service level agreements (SLAs), saving $3 annually by securing more affordable hardware replacement contracts.

Affiliations

  • Certified Ethical Hacker (CEH) Community
  • Rotary International
  • International Council of Nurses
  • National Association of Social Workers
  • Association of Network Administrators
  • Project Management Institute
  • Certified System Administrators Group
  • Association of IT Professionals (AITP)
  • CompTIA Alumni Association
  • Information Systems Audit and Control Association (ISACA)

Certifications

  • CompTIA Cloud+
  • Certified Windows Security Administrator (CWSA)
  • Certified Hardware Asset Management Professional (CHAMP)
  • Apple Certified Support Professional (ACSP)
  • Certified Business Analysis Professional (CBAP)
  • ITIL Foundation Certification
  • Certified Information Systems Auditor (CISA)
  • Certified Endpoint Device Administrator (CEDA)
  • Microsoft 365 Certified: Fundamentals
  • Certified Network Support Technician (CNST)

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