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Skills

  • Desktop support
  • Adobe Creative Suite expert
  • LAN aptitude
  • Inventory management
  • Escalation management
  • Planning and coordination
  • Data recovery
  • Software installation and configuration
  • Standard debugging
  • Staff education and training

Work Experiences

  • Used process and category techniques to perform routine server and system maintenance, ensuring that networks remained fully operational during peak periods.
  • Achieved a 63% reduction in executive-level incident occurrences.
  • Examined the current hardware and software and suggested changes to improve system performance.
  • Achieved results in 6 months.
  • Consistently responded to customer service emails within the standard window for optimal response.
  • Wrote whitepapers, user manuals, implementation documentation, and support base entries, among other technical documents.
  • Installed and configured printers and scanners, as well as resetting default device passwords to prevent cyber attacks.
  • Achieved resolution within 6 months.
  • Affected over 2 users.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.

Summaries

  • Standard Support Engineer with extensive experience in assisting users and troubleshooting issues.
  • Jira and SAP are two of my strongest skills.
  • Scrum Master certified
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Technical Support Staff Member.
  • Experienced creator of user materials in a variety of formats.
  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • Technical Support Staff Member is a hardworking and dependable Technical Support Staff Member who excels at vendor management and workflow optimization.
  • Quickly assess and resolve a variety of hardware and software issues to restore system functionality.
  • Within Miscellaneous, senior Technical Support Staff Member and outstanding performer in process improvement and risk assessment.

Accomplishments

  • Maintained high-quality communication with clients and non-technical staff, improving NPS by 67% through consistent issue resolution follow-up.
  • Devised automated scripts in standard that reduced manual support tasks by 18%.
  • Achieved a 21% first-call resolution (FCR) rate, exceeding department's target goals for customer satisfaction in 2017.
  • Delivered regular training sessions on QuickBooks and secure VPN usage, leading to a 52% increase in employee cybersecurity knowledge.
  • Contributed technical guidance for method pilot testing, resulting in 59% issue reduction before full deployment.
  • Created a customer-facing FAQ widget, leading to a 68% reduction in low-complexity incoming tickets.
  • Initiated a revamp of error reporting systems, improving troubleshooting accuracy and leading to a 47% drop in recurring issues.
  • Reduced onboarding time for new employees by 66% by automating primary setup tasks using program.
  • Created a new ticket prioritization protocol, decreasing response time for high-priority incidents by 44% over two years.
  • Provided L1 and L2 support for Microsoft Excel, contributing to a 46% decrease in unresolved tickets over 6 months.

Affiliations

  • Society of Women Engineers
  • Certification Training through Technology Leadership Program (TLP) in Software Configuration
  • Association of Information Technology Professionals
  • Customer Satisfaction & Experience Association (CXPA)
  • Technology Services Industry Association (TSIA)
  • American Marketing Association
  • International Association of Administrative Professionals
  • Rotary International
  • Society of Customer Service and Technical Support Professionals
  • Certification in Virtual Private Network (VPN) Architecture

Certifications

  • ITIL Foundation Certification
  • Certified Ethical Hacker (CEH)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Problem and Change Manager (CPCM)
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Network Associate (CCNA)
  • Cisco Certified Network Professional (CCNP)
  • Certified Technology Specialist (CTS)
  • Association for Project Management (APM)
  • ServSafe

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