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Skills

  • Data entry
  • Hardware inventory accuracy audits
  • Standard equipment
  • Help desk ticketing system management (Power BI)
  • Application support
  • Regulatory compliance
  • IT best practices training
  • Customer service expert
  • Budgets
  • Inventory database management

Work Experiences

  • Kept track of running systems and entered commands to troubleshoot issues like system and metric.
  • Administered virtual machines for 6 research groups, ensuring proper allocation of resources for data-heavy projects.
  • Increased company revenue by 15% beyond several months targets by upselling products and services.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Achieved a 27% first-time resolution rate.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Addressed common tech issues.
  • Achieved zero data loss.
  • Achieved reduction within several months.
  • Created automated backups for 3 critical systems.

Summaries

  • Consistently achieved a 21% improvement in client satisfaction.
  • Assisted faculty with multimedia presentations.
  • Administered software installations for 10 devices.
  • Adobe Creative Suite expert and Power BI user.
  • Strengths in performance reporting and cross-functional collaboration backed up by Miscellaneous training.
  • Boosted team productivity by 28%.
  • Assisted faculty with multimedia presentations and video conferencing setups, contributing to improved engagement for over 8 classes monthly.
  • Collaborated with human resources to improve troubleshooting protocols.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Accomplished software installations.

Accomplishments

  • Created detailed support guides and FAQs for commonly encountered technical issues, resulting in a 41% reduction in support tickets over one year.
  • Developed and applied custom scripts that reduced manual intervention for Asana management by 79%, leading to a 6 months saving of three years.
  • Assisted faculty with multimedia setups, enhancing classroom engagement during Workday presentations in over 14 classes per month.
  • Installed and configured Salesforce software for 12 clients, ensuring all applications were fully functional with minimal downtime.
  • Trained 4 users on best practices for system navigation and data security, reducing security incidents by 24% in 6 months.
  • Reviewed and revised IT department workflows to implement efficient automated routines, reducing ticket backlog by 21%.
  • Conducted user tech competency assessments, identifying gaps and recommending training approaches that improved tech literacy by 50% across 2 departments.
  • Resolved product issue through consumer testing.
  • Diagnosed and resolved network issues for students, maintaining a consistent 79% uptime for all systems across 4 campus buildings.
  • Advised peers and staff on email account recovery solutions, deploying workflow automation that reduced recovery wait times by 76%.

Affiliations

  • Microsoft Student Developer Program
  • Linux Professional Institute Certification (LPIC) Community
  • American Society of Safety Professionals
  • Jaycees
  • Institute of Electrical and Electronics Engineers (IEEE) Computer Society
  • Computer Science Club - Linux System Administration Specialization Group
  • Junior System Administrators Peer Support Group
  • Information Systems Security Association (ISSA) Student Membership
  • CompTIA A+ Certification Alumni Group
  • Cybersecurity Club - Ethical Hacking Special Interest Group

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Zendesk Support Administrator Certification
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Cloud+ Certification
  • OSHA 10-Hour IT Standards and Safety Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Apple Certified Associate (ACA)
  • Google Certified Professional Cloud Architect
  • Salesforce
  • Microsoft Certified: Modern Desktop Administrator Associate

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