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Skills

  • Help desk automation
  • Organization
  • Proactive monitoring and maintenance
  • Escalation of complex technical issues
  • Problem resolution
  • Business operations
  • Project organization
  • Regulatory compliance
  • Communications
  • Customer feedback collection and resolution loops

Work Experiences

  • Achieved a 29% improvement in call quality.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Analyzed and closed technical support tickets using process, consistently exceeding Ironclad Systems’s resolution time targets.
  • Collaborated on system outage simulations.
  • Achieved reduction over three years.
  • Created an efficient inventory system.
  • Consistently exceeded Lakeside Partners’s resolution time targets.
  • Decreased unplanned downtime.
  • Looked into and fixed printer, copier, and other peripheral device problems.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.

Summaries

  • Consistently improved customer satisfaction rates.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Consistently met SLA targets.
  • Contributed to smoother business operations.
  • Closed technical support tickets efficiently.
  • Completed new network component installations, updates, and configurations successfully.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • 27% first-contact problem-solving success rate.
  • Achieved an average issue resolution time of 3 minutes.
  • Achieved 42% reduction in unplanned downtime.

Accomplishments

  • Troubleshooted network and connectivity problems for a the Northeast-based remote workforce, reducing call drop rates by 29%.
  • Led human resources in identifying and addressing recurring faults in infrastructure, achieving improved system stability and user satisfaction.
  • Enhanced IT support workflows by integrating program, reducing ticket backlog by 53% over a two years.
  • Collaborated with the category and standard to implement new software updates, ensuring system security improvements for a user base of 7 users.
  • Delivered comprehensive training on standard to 14 staff, increasing team efficiency by 15% and reducing technical errors.
  • Provided remote desktop support for 11 users across Phoenix, reducing the need for in-office support by 49%, leading to an improved user experience.
  • Partnered with standard to successfully deploy security patches across 16 devices, mitigating cybersecurity risks and reducing unauthorized access incidents by 57%.
  • Utilized framework to streamline customer support services across Atlanta, delivering enhanced first-call resolution rates north of 28%.
  • Collaborated with team of 14 in the development of category.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Network Professional Association (NPA)
  • Association for Supply Chain Management (APICS)
  • Society of Information Management (SIM)
  • Cybersecurity and Infrastructure Security Agency (CISA - Affiliate Member)
  • IT Service Management (ITSM) Forum
  • National Association of Social Workers
  • American Medical Informatics Association
  • Jaycees
  • CompTIA Membership
  • Toastmasters

Certifications

  • Google IT Support Professional Certificate
  • Certified Help Desk Manager (HDM)
  • Certified Linux System Administrator (2020)
  • Microsoft Certified Systems Engineer (MCSE)
  • HDI Support Center Analyst Certification
  • Google Certified Professional Cloud Architect
  • Certified Ethical Hacker (CEH)
  • Certified Data Center Professional (CDCP)
  • Project Management Professional (PMP)
  • Apple Certified Associate (ACA)

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