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Skills

  • First-time issue resolution coaching
  • Software management
  • Client relationship management
  • Workflow Optimization
  • Inventory management
  • Multitasking in high-pressure environments
  • Network administration
  • Team building
  • Customer service
  • Documentation Creation and Maintenance

Work Experiences

  • Contributed to a significant reduction in unresolved tickets.
  • Provided professional customer service consultations on metric and initiative systems and processes.
  • Achieved a 47% faster identification of hardware issues.
  • Addressed critical system issues.
  • Collaborated with Tier 3 Support and Development teams to address critical system issues that led to a 25% increase in resolution speed.
  • Spearheaded a $4 system upgrade project that was completed on time and on budget.
  • Analyzed recurring issues.
  • Spearheaded a $13 system upgrade site project that was completed on time and on budget.
  • Affected 17 users.
  • Assisted in the rollout of new Microsoft Excel, maintaining 99.9% uptime during launch across all relevant hardware and software platforms.

Summaries

  • Achieved a 26% improvement in new-hire ability.
  • Proven track record of motivating automated to achieve team, individual, and management goals.
  • Maintaining equipment, updating software, and managing network security with an organized and systematic approach is a proven track record.
  • Performance reporting in standard settings and data analysis in strategic planning settings.
  • Awarded President's Club for top-quality support.
  • Problem-solving and solution management are two of my strong suits.
  • Motivating leader who has built and managed metric teams in the past.
  • Addressed high-priority system faults.
  • Active leader with excellent communication and collaboration skills.
  • Strategic thinker with expertise in risk assessment.

Accomplishments

  • Collaborated with Tier 3 Support and Development teams to resolve high-priority system incidents, reducing the average resolution time by 70% minutes.
  • Collaborated closely with developers during beta testing, resulting in the elimination of 17 critical bugs before launch.
  • Developed standardized documentation and knowledge base articles for support processes, cutting down troubleshooting times by 65% for the team.
  • Collaborated with the development team to enhance critical support tools, reducing manual processes by 34% and overall workload.
  • Reduced client complaints related to system availability by 50% as a direct result of continuous monitoring and client follow-up efforts.
  • Facilitated knowledge-sharing workshops across IT teams, leading to increased collective expertise and a 54% improvement in resolution quality.
  • Conducted post-mortem analyses of system outages and implemented corrective actions, reducing reoccurring issues by 59% in 2016.
  • Provided bilingual/multilingual support, enabling seamless service delivery to international clients in framework, leading to a 65% reduction in escalations.
  • Reduced system downtime by proactively monitoring and managing ServiceNow systems, resulting in 99.9% system uptime.
  • Assisted in the deployment of ServiceNow across multiple locations, achieving a 53% improvement in user satisfaction scores.

Affiliations

  • Served on the Systems Security Taskforce at the Lakeside Partners, helping develop solutions for minimized user complaints and improved system stability.
  • Affiliated with the Incident Management Professionals Group (IMPG) for routine development in system downtime mitigation strategies.
  • Active member of process Professional Network for System Operators, focusing on system downtime analysis and root cause identification.
  • Affiliated with the Knowledge Base Developers Network (KBDN), contributing insights on reducing unresolved ticket rates and system performance.
  • Contributing member of the Asana Support Group, advocating for system downtime prevention and technological cross-team collaboration.
  • Volunteered with local chapters of the Association of Information Technology Professionals (AITP), assisting with new member onboarding and training.
  • Regular contributor to the User Tech Support Network (UTSN) of Boston, focusing on training initiatives and first-contact issue resolution success.
  • Participated in Columbus IT Professionals Network, sharing knowledge on technology upgrades and system stability enhancement.
  • Active participant in the National Association of System Operators (NASO), focusing on uptime optimization and incident prevention.
  • Served as a guest instructor for the procedure on optimizing IT ticket resolution and system impact minimization.

Certifications

  • Certified Support Manager (CSM) by Service Strategies
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Security+
  • Certified Technology and Operations Specialist by Harbor & Co.
  • Certified Endpoint Administrator by initiative
  • ServSafe
  • Microsoft Office Specialist (MOS)
  • Apple Certified Associate (ACA)
  • ITIL Foundation Certification in IT Service Management
  • CompTIA A+ Technician

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