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Skills

  • Hardware lifecycle management
  • Business operations
  • Escalation management
  • MS Office
  • Multi-channel customer support (e.g., phone, email, chat)
  • Asset tracking and management
  • Software diagnosis
  • Client relations and retention
  • Data recovery
  • First-Contact Resolution

Work Experiences

  • Achieved a 18% reduction in post-launch issues.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Described metric solutions to customers to aid in problem resolution.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 7 new accounts.
  • Achieved 21% success rate in root cause analysis.
  • Accelerated incident resolution times by 77%.
  • Communicated highly technical network issues to non-technical staff, reducing system misunderstandings and improving overall operational fluency within operations.
  • Collaborated with cross-functional teams.
  • Kept track of running systems and entered commands to troubleshoot issues like framework and standard.
  • Achieved results over the course of 6 months.

Summaries

  • Adept at supporting large-scale organizational changes.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Subject matter expert on Adobe Creative Suite with exceptional skills and knowledge in strategic planning.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Effectively troubleshoots and resolves issues on its own.
  • Achieved a 43% improvement in case resolution.
  • Costs were consistently reduced while profits were increased.
  • Accomplished at providing technical guidance during software integration and transition phases, delivering 99% uptime post-migration through hands-on support and strategic planning.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.

Accomplishments

  • Developed and implemented a seamless hardware refresh process, reducing deployment time by 73% for process at Denver.
  • Coordinated team efforts to implement system-wide security upgrades, reducing vulnerability risks by 76% in 18 months.
  • Delivered seamless OS migration for 10 devices without loss of data or productivity interruption.
  • Oversaw change management processes, reducing errors and resulting in a 34% increase in operational stability.
  • Collaborated with the IT department to streamline the rollout of software updates, reducing total outage time by 47%.
  • Efficiently resolved 17% of helpdesk tickets within SLA constraints, maintaining a 79% customer satisfaction rating.
  • Configured, deployed, and managed 6 new procedure, increasing setup efficiency across Chicago by 33%.
  • Led patch management for 10 devices on ServiceNow, delivering a 37% reduction in security vulnerabilities.
  • Led cross-functional teams in addressing major support incidents, achieving a 55% reduction in overall issue recovery time.
  • Provided desk-side support to 2 employees, improving average ticket resolution time by 6 minutes.

Affiliations

  • American Marketing Association
  • Tech Support Alliance Network (TSAN)
  • Google Workspace Administration Certification
  • Society of Human Resource Management
  • Network Professional Association (NPA)
  • American Medical Informatics Association
  • Toastmasters
  • Association for Supply Chain Management (APICS)
  • Cisco Certified Network Associate (CCNA) Certification
  • Society of Information Management (SIM)

Certifications

  • Certified Technical Trainer (CTT+)
  • CompTIA Security+ Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • HDI Support Center Analyst
  • Cisco Certified DevNet Associate
  • ITIL 4 Specialist: Create, Deliver and Support
  • Certified in Risk and Information Systems Control (CRISC)
  • CompTIA Security+
  • Certified Help Desk Manager (CHDM)
  • Certified Business Analysis Professional (CBAP)

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