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Skills

  • Data entry
  • Knowledge base creation
  • Data recovery
  • Software diagnosis
  • Automation scripting in program
  • Team management
  • Incident prevention strategy design
  • Customer satisfaction management
  • Data extraction automation
  • Cross-functional team collaboration

Work Experiences

  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Applied security patches to prevent potential breaches.
  • Automated data extraction processes from standard systems.
  • Achieved a 44% improvement in resolution time for external dependencies.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Assisted in the deployment and support of standard services across Boston, ensuring smooth operations and handling peak-time technical escalations.
  • Automated data extraction processes from initiative systems using process, saving 3 hours in weekly operational tasks.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 14 new accounts.
  • Collaborated with product to streamline ticket escalation protocols, resulting in a 28% decrease in resolution time and improved client satisfaction.

Summaries

  • Promotes stakeholder engagement and risk assessment skills that are dynamic.
  • Achieved an average satisfaction score of 83% from end users.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Technical Service Analyst is a multi-talented Technical Service Analyst who is consistently rewarded for planning and operational improvements.
  • Achieved results within 13 months of rollout.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Subject matter expert on Jira with exceptional skills and knowledge in client relations.
  • Excellent Technical Service Analyst with 11 years of experience providing exceptional support to users at all levels.
  • Achieved a 85% decrease in system latency.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.

Accomplishments

  • Provided advanced technical support for high-priority clients, resolving complex system issues for Asana within established SLAs, achieving 68% client satisfaction.
  • Performed security audits on Asana, identifying key vulnerabilities and implementing corrective measures that safeguarded data assets worth $8.
  • Led the seamless migration of HubSpot across Atlanta, resulting in zero downtime and uninterrupted service for 9 users.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Managed cloud infrastructure for Workday, ensuring high availability of systems and achieving 35% uptime across the platform during 2019.
  • Configured monitoring tools to proactively identify system issues, leading to a 79% decrease in unplanned downtime incidents.
  • Trained a team of 2 analysts on new cloud infrastructure support processes, resulting in improved operational performance and a 69% increase in SLA adherence.
  • Documented and resolved process which led to category.
  • Created and maintained a comprehensive internal knowledge base, increasing team effectiveness and reducing onboarding time for new employees by 50%.
  • Partnered with compliance to implement new escalation pathways, reducing average time-to-resolution for support tickets by 64%.

Affiliations

  • Lions Club
  • International Association of IT Asset Managers (IAITAM)
  • Certified Information Systems Security Professional (CISSP) Networking Group
  • Scripting and Automation Professionals Forum (Python/Perl/JavaScript)
  • Linux Professional Institute (LPI)
  • Wireshark Foundation Membership
  • Microsoft Certified: Azure Fundamentals Study Group
  • Certified Ethical Hacker (CEH) Peer Networking Group
  • Help Desk Institute (HDI)
  • Network Professional Association

Certifications

  • First Aid/CPR Certified
  • Microsoft Certified Solutions Expert (MCSE): Productivity
  • SHRM Certified Professional (SHRM-CP)
  • Certified in Risk and Information Systems Control (CRISC)
  • Microsoft Certified: Azure Fundamentals
  • Certified IT Service Management (CITSM) Professional
  • Certified Service Desk Manager (CSDM)
  • CompTIA Network+
  • CompTIA A+ Certification
  • Microsoft Certified: Modern Desktop Administrator Associate

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