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Skills

  • Collaboration with senior IT staff
  • Team building
  • Technical documents comprehension
  • MS Office
  • Hardware installation and configuration
  • Technical troubleshooting
  • Staff education and training
  • Supervision
  • Documentation of troubleshooting steps
  • ITIL foundational knowledge

Work Experiences

  • Communicated updates to human resources.
  • Assisted in troubleshooting hardware issues.
  • Assisted in patching security systems.
  • Created 12 new profiles.
  • Completed updates 13 days ahead of schedule.
  • Contributed to a project.
  • Attended training on metric.
  • Assisted with user account management.
  • Worked closely with Jira and ServiceNow users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Contributed to Jira hardware upgrades.

Summaries

  • Strengths in strategic planning and process improvement backed up by Miscellaneous training.
  • Promotes data analysis and project management skills that are dynamic.
  • Achieved a 75% reduction in future ticket volume.
  • Support Technician Intern with 2 years of successful performance reporting and project management experience.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Assisted senior IT professionals with proactive maintenance.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Adept at balancing multiple service tickets, reducing overall response times and consistently meeting SLA targets.
  • Achieved resolution in minimal time.
  • CPA and ITIL are proudly certified.

Accomplishments

  • Documented common issues and resolutions, building a ticket archive that helped streamline repeat incident management.
  • Collaborated with team of 12 in the development of program.
  • Recommended cost-effective hardware upgrades that saved the company $18 in projected yearly expenses.
  • Performed patch management and system enhancements, contributing to a 74% reduction in security vulnerabilities.
  • Led inventory management for IT equipment, ensuring 55% accuracy in asset tracking and minimizing downtime during repairs.
  • Efficiently handled escalation of unresolved tickets to higher-tier support teams, improving issue resolution timeframes.
  • Maintained logs and reports on IT infrastructure performance, presenting findings to upper management to guide improvements.
  • Provided technical support to end-users in resolving hardware and software issues, enhancing customer satisfaction ratings by 79%.
  • Collaborated with software development team to roll out company-wide application updates, improving overall system performance.
  • Performed proactive system monitoring, identifying and addressing 2 potential issues before they impacted users.

Affiliations

  • Help Desk Technician Meetups Portland
  • Pearson VUE Testing Candidate - IT Certifications QuickBooks
  • National Association of Social Workers
  • Lions Club
  • TechGuild Network for IT Professionals
  • IEEE Computer Society Student Branch
  • Association for Computing Machinery
  • American Marketing Association
  • Society of Women Engineers
  • Society of Human Resource Management

Certifications

  • Certified Desktop Support Technician (CDST)
  • IT Support Specialist Certification from method
  • Certified Public Accountant
  • Google Certified Professional Cloud Architect
  • CompTIA Network+
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • CompTIA Network+ Certification
  • Red Hat Certified System Administrator (RHCSA)
  • CompTIA Security+
  • Certified Cloud Security Professional (CCSP)

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