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Skills

  • Network Maintenance
  • Process improvement
  • Customer service excellence
  • Incident escalation procedures
  • Access control management
  • Team management
  • Communications
  • Operational improvement
  • Supervision
  • Workflow Optimization

Work Experiences

  • Achieved 25% fewer security incidents.
  • Achieved results in program.
  • Assisted in onboarding new employees by setting up accounts, configuring email, and ensuring access to QuickBooks software systems.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Solved method issues, improved operations, and provided excellent customer service.
  • Completed support tickets ahead of time.
  • Achieved reduction within several months.
  • Collaborated with procedure customers to determine their needs and deliver metric service.
  • Collaborated with operations to address and resolve customer complaints, increasing net promoter score by 53%.
  • Automated common IT support processes.

Summaries

  • Client-centered Support Intern.
  • Ambitious Support Intern focused on automating IT tasks.
  • Analytical Support Intern with expertise in troubleshooting Microsoft Excel.
  • Collaborative Support Intern with experience assisting IT teams.
  • Awarded Outstanding Service Award for exceeding expectations.
  • Collaborated with cross-functional teams.
  • Ambitious Support Intern focused on automating IT tasks using Asana, leading to a 85% decrease in average ticket resolution time.
  • Committed Support Intern with expertise in software upgrade deployment and management, ensuring zero disruptions and 100% system compatibility.
  • Contributed to long-term IT infrastructure improvements.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Collaborated with the Help Desk team to define and implement ticket prioritization standards, improving resolution timelines by 18%.
  • Monitored system logs daily, proactively identifying and escalating method, preventing data loss affecting 11 employees.
  • Spearheaded a system cleanup initiative that resolved 16 dormant user accounts, enhancing security and improving authentication processes.
  • Conducted detailed software license audits, ensuring compliance with company policies and saving 3 in unnecessary licensing fees.
  • Partnered with cross-functional teams to identify common root causes of client-reported system errors, leading to a 80% decrease in recurring tickets.
  • Assisted senior IT staff in implementing crucial network security upgrades, reducing security incidents by 49%.
  • Took ownership of IT asset management by designing trackable systems using Tableau, leading to a 54% reduction in lost or outdated equipment.
  • Coordinated the preparation of IT documentation and FAQs, which reduced time-to-resolution for common helpdesk inquiries by 47%.
  • Assisted in implementing new Automated Support Response System that reduced high-priority support tickets by 65%.
  • Diagnosed and corrected hardware malfunction issues for 9 users, leading to enhanced operational uptime and improved user productivity.

Affiliations

  • National Association of Social Workers
  • Certified, Customer Service Excellence Training Program 2018
  • Association for Computing Machinery
  • Member, International Association of IT Asset Managers (IAITAM) 2022
  • Association of Information Technology Professionals
  • Member, IT Service Management Forum (itSMF), 2021
  • Member, Explore Service Automation Network 2022
  • Volunteer, Local IT Support Charity Group Denver, 2021
  • Certified, Salesforce Administrator Certification 2018
  • Member, Help Desk Institute (HDI) 2024

Certifications

  • Certified Remote Desktop Services Engineer
  • Certified Wireless Network Administrator (CWNA)
  • Certified Information Systems Auditor (CISA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Information Security Manager (CISM)
  • Certified Ethical Hacker (CEH)
  • Google Cloud Certified: Professional Collaboration Engineer
  • Certified Business Analysis Professional (CBAP)
  • CompTIA A+ Technician

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