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Skills

  • Prioritizing and tracking service requests
  • Proactive problem-solving
  • Measurable success rate in issue resolution
  • Advanced diagnostics methods
  • Cleaning agents
  • Hardware configuration and deployment
  • Fielding and closing technical support tickets
  • Real-time performance analysis
  • Effective verbal and written communication
  • Hardware upgrade processes

Work Experiences

  • Achieved a 82% overall success rate.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Kept track of running systems and entered commands to troubleshoot issues like standard and category.
  • Led a support team that assisted an average of 4 users globally in a 24/7 support environment as a level-three supervisor.
  • Boosted first-month productivity by 64%.
  • Accurately configured and deployed new standard devices across operations within standard to meet operational deadlines.
  • Achieved compliance with industry standards framework.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Set up workstations for employees by configuring hardware, devices, and software.

Summaries

  • Adept at real-time system monitoring.
  • Advanced troubleshooting specialist, with a passion for solving critical issues and driving technologies that enhance both productivity and client satisfaction.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Technician Agent with a 3-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Adept at reducing system strain.
  • Achieved a reduction of 21% through standardized procedures.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Within Miscellaneous, senior Technician Agent and outstanding performer in stakeholder engagement and risk assessment.
  • Strengths in project management and client relations backed up by Miscellaneous training.
  • OSHA and Scrum Master are proudly certified.

Accomplishments

  • Documented and resolved method which led to system.
  • Designed scalable system enhancements that improved response time for remote troubleshooting support by 55%, meeting increased demands during peak periods.
  • Developed comprehensive diagnostic documentation, improving troubleshooting efficiency during system audits by 35%, reducing downtime.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led the reconfiguration of hardware in the logistics improving efficiency by 46% and significantly reducing operational costs.
  • Developed and standardized diagnostic processes for HubSpot, reducing overall repair cycle times by 31%.
  • Optimized database storage system performance for 10 databases resulting in a 35% increase in overall query speed and user accessibility.
  • Streamlined the installation and setup process of initiative, accelerating the deployment process by 61%.
  • Executed hardware critical updates for 9 devices in 6 months while maintaining data integrity, preventing potential system vulnerabilities.
  • Monitored and managed QuickBooks alert handling system, mitigating 14 critical risks and reducing potential system failures by 19%.

Affiliations

  • Society of Human Resource Management
  • Lions Club
  • Freemason
  • Rotary International
  • Toastmasters
  • Technology Professional Engineers’ Club
  • Association of Information Technology Professionals
  • Cisco Certified Network Associate (CCNA) Alumni Group
  • Microsoft Certified Solutions Expert (MCSE) Network
  • Information Technology Infrastructure Library (ITIL) Foundation Member

Certifications

  • SolarWinds Certified Professional
  • Cisco Certified Network Associate (CCNA)
  • Certified Data Center Technician Professional (CDCTP)
  • CompTIA Network+
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Advanced Windows Troubleshooting Professional
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Public Accountant (CPA)
  • Red Hat Certified Technician (RHCT)
  • CompTIA A+ Technician

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