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Skills

  • Technical documents comprehension
  • Customer Feedback and Survey Analysis
  • Automated Troubleshooting Scripts
  • Software diagnosis
  • Team building
  • Software installation and configuration
  • Hardware performance optimization
  • Mac systems
  • TCP/IP
  • IT Hardware Provisioning

Work Experiences

  • Configured remote access solutions for employees working from home, achieving a 43% increase in user satisfaction.
  • Achieved reduction over a 18 months-day span.
  • Communicated technical issues in user-friendly language.
  • Collaborated with Workday vendors.
  • Awarded in 2020.
  • Consistently met SLAs for response time.
  • Assisted users across 3 locations.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.

Summaries

  • Subject matter expert on Adobe Creative Suite with exceptional skills and knowledge in project management.
  • Adept in remote support and troubleshooting.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Costs were consistently reduced while profits were increased.
  • Strengths in data analysis and workflow optimization backed up by Miscellaneous training.
  • Excellent Support Desk Technician with 4 years of experience providing exceptional support to users at all levels.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Excellent quality assurance and client relations knowledge.

Accomplishments

  • Initiated a helpdesk ticket triage system that prioritized high-impact tickets, reducing response times for critical issues by 23%.
  • Assisted in the deployment of QuickBooks, performing diagnostics and resolving end-user issues during roll-out, ensuring minimal disruption to business operations.
  • Collaborated with team of 8 in the development of procedure.
  • Developed and maintained a disaster recovery troubleshooting guide, ensuring business continuity in the event of critical system failures, leading to zero criticalities in 2017.
  • Reduced ticket resolution times by 31% by implementing automated troubleshooting scripts for recurring technical problems.
  • Leveraged remote desktop tools and network diagnostics software to identify root cause of network connectivity issues, decreasing network downtime by 23%.
  • Automated repetitive troubleshooting tasks by integrating new scripts, reducing human error and support resolutions times by 23%.
  • Partnered with the IT management team to implement infrastructure improvements, which decreased system interruptions by 31% over 6 months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Analyzed recurring ticket trends and proactively implemented system fixes that reduced overall support calls by 80%.

Affiliations

  • Apple Consultant Network Member
  • Nutanix Cloud Professional (NCP)
  • American Medical Informatics Association
  • Lions Club
  • Toastmasters
  • Association of Support Professionals (ASP)
  • Better Business Bureau Accredited IT Advisor
  • Association of Information Technology Professionals (AITP)
  • Systems Engineering and Technical Assistance Professionals (SETA)
  • Remote Help Desk Practitioners Alliance

Certifications

  • CompTIA Cloud+ Certification
  • Google Certified Professional Cloud Architect
  • Linux Professional Institute Certification (LPIC-1)
  • Certified Internet Web Professional (CIW) Web Foundations Associate
  • HDI Desktop Support Technician Certification
  • CompTIA Security+ Certification
  • CompTIA Network+
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Google Associate Cloud Engineer Certification
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals

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