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Skills

  • Procedure equipment
  • Business operations
  • Data entry
  • Technical documents comprehension
  • Auditing and log analysis
  • IT asset management
  • Technical issues analysis
  • Desktop support
  • Organization
  • Data recovery

Work Experiences

  • Aligned content with system updates.
  • Collaborated with human resources to analyze workflow bottlenecks.
  • Described procedure solutions to customers to aid in problem resolution.
  • 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.
  • Coordinated with the backup and recovery team.
  • Applied strong attention to detail in audits.
  • Used budget management and project management to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Collaborated with IT and Engineering teams.
  • Worked closely with Jira and SAP users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Achieved a 36% reduction in user-reported issues post-launch.

Summaries

  • Competent Technical Services Clerk with experience assisting framework users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Strengths in team leadership and budget management backed up by Miscellaneous training.
  • Analyzed workflow bottlenecks.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Achieved consistent customer satisfaction.
  • Achieved resolution time improvement of 76%.
  • Excellent stakeholder engagement and team leadership knowledge.
  • Promotes stakeholder engagement and strategic planning skills that are dynamic.
  • Technical Services Clerk with 11 years of successful performance reporting and risk assessment experience.
  • Supporting hardware and software issues for category computer systems is a skillful Technical Services Clerk.

Accomplishments

  • Repaired over 12 devices monthly, significantly reducing the need for external repair services and cutting operational costs by 78%
  • Streamlined device handovers by implementing a check-in and check-out system, improving equipment availability for customer success by 79%
  • Led troubleshooting efforts for equipment failures in reception areas at Denver, successfully resolving issues in one year.
  • Conducted system audits for compliance with OSHA, achieving 32% adherence for the year.
  • Managed service faults during critical system downtimes, achieving full recovery within 6 months to minimize user disruption.
  • Managed intake and distribution of internal help desk tickets, ensuring all requests were addressed within the established SLAs.
  • Led implementation of a new service management software, resulting in 19% increased efficiency in ticket tracking and resolution time.
  • Updated training materials and facilitated workshops, leading to enhanced technical service efficiency among the 12 staff members trained.
  • Undertook monthly software updates and patches for 12 devices, ensuring software security was consistently up to category.
  • Processed and prioritized high-volume help desk tickets, reducing average response time from framework to standard.

Affiliations

  • Association for Information Science and Technology (ASIS&T)
  • Association for Help Desk and Support Center Professionals
  • Business Applications and Technical Support Organization
  • International Association of Administrative Professionals (IAAP) procedure
  • Information Systems Security Association (ISSA) Portland
  • Association of Information Technology Professionals
  • Technical Services Industry Association (TSIA)
  • Association for Supply Chain Management (APICS)
  • Jaycees
  • American Society of Safety Professionals

Certifications

  • Google Certified Professional Cloud Architect
  • CompTIA A+ Technician
  • Help Desk Manager (HDM) Certification
  • Certified Network Defender (CND)
  • Salesforce
  • CompTIA Network+ Certification
  • CompTIA Security+
  • ITIL Foundation Certification in IT Service Management
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Business Analysis Professional (CBAP)

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