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Skills

  • Advertising campaign support
  • Technical support expertise
  • Supporting patients
  • Coroner support
  • Cross-functional team collaboration
  • On-site plant support
  • Authorized Educational Technician
  • Product launch support
  • User support
  • Commander support

Work Experiences

  • Preventative maintenance and upgrades improved network, system, and data availability and integrity.
  • Provided phone, email, and chat support for cloud-based and web-based clients.
  • Created automated scripts for installations and updates.
  • Wrote technical requirement documentation that was tailored to the company's goals and technological constraints.
  • Coordinated the implementation of Power BI, leading to a 33% increase in overall customer satisfaction ratings.
  • Consulted with key stakeholders.
  • Conducted preventive maintenance on workstations.
  • Worked with salespeople to provide statistical analyses in easily digestible formats to answer customer questions.
  • Provided ongoing maintenance and development of bug fixes and patch sets for existing web applications.
  • Collaborated with vendors for equipment procurement.

Summaries

  • Within Miscellaneous, senior Technician Support Analyst and outstanding performer in performance reporting and strategic planning.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Scrum Master and Lean are proudly certified.
  • Achieved a 49% reduction in critical system errors.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Clear understanding of client relations and cross-functional collaboration as well as vendor management training.
  • Technician Support Analyst with a 14-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Achieved reduction through automated scripting.
  • Competent Technician Support Analyst with experience assisting system users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Assisted in configuring and deploying a company-wide VPN solution for 6 employees, boosting network security and increasing remote accessibility.
  • Provided critical real-time support during system outages, improving incident response times by 60% across 16 key departments.
  • Streamlined the ticket escalation process which reduced ticket resolution time by an average of 3 hours per issue.
  • Spearheaded the integration of 14 different software platforms, improving data flow between systems and reducing redundancy by 68%.
  • Collaborated with team of 9 in the development of method.
  • Provided proactive IT audits and consistently identified and mitigated 4% of potential security vulnerabilities before they could escalate.
  • Conducted a comprehensive equipment audit across Austin, identifying and decommissioning underutilized systems, saving $207,000.
  • Provided technical support that reduced system downtime by 44% through effective troubleshooting and preventative maintenance strategies.
  • Delivered cross-departmental training sessions on QuickBooks, achieving a 75% growth in system utilization by non-technical staff.
  • Collaborated with vendors to troubleshoot hardware issues, resolving 27% of cases within 3 hours and ensuring minimal service disruption.

Affiliations

  • Certified Information Systems Security Professional (CISSP) Group
  • Association for Computing Machinery (ACM)
  • Association for Supply Chain Management (APICS)
  • Association of Support Professionals (ASP)
  • VMware User Group (VMUG)
  • Help Desk Institute (HDI)
  • Association for the Advancement of Artificial Intelligence (AAAI)
  • Freemason
  • SANS Institute Alumni
  • Society of Women Engineers

Certifications

  • CompTIA A+ Certification
  • Certified Network Defense Architect (CNDA)
  • ITIL Foundation Certification
  • Project Management Professional (PMP)
  • ISEB Certificate in Software Testing (Foundation Level)
  • Certified Solutions Architect – Amazon Web Services (AWS)
  • First Aid/CPR Certified
  • HDI Technical Support Professional
  • Google Certified Professional Cloud Architect
  • Certified Incident Handler (CIH)

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