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Skills

  • Kitchen support
  • Technical support expertise
  • Server support
  • Implementation support
  • Meeting support
  • Combat engineering support
  • Law enforcement support
  • Onsite customer support
  • Fire support
  • Technical support

Work Experiences

  • Achieved a 45% customer satisfaction rate.
  • Configured 13 workstations.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Addressed recurring hardware issues.
  • Boosted satisfaction ratings with client teams.
  • Preventative maintenance and upgrades improved network, system, and data availability and integrity.
  • Collaborated with vendors to rapidly source and replace faulty hardware, reducing support ticket backlog by 66%.
  • Avoided project delays for 17 teams.
  • Achieved first contact resolution for technical support.
  • Achieved a 18% reduction in escalated tickets.

Summaries

  • Excellent Technician Support Associate with 4 years of experience providing exceptional support to users at all levels.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Expert at using technological tools and personal knowledge to solve problems and complete tasks.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Achieved a 59% increase in performance.
  • Effectively troubleshoots and resolves issues on its own.
  • Addressed system crashes.

Accomplishments

  • Resolved product issue through consumer testing.
  • Supported large-scale hardware rollouts for standard, troubleshooting equipment setup for 5 devices.
  • Optimized system checks by automating strategic planning, resulting in a 55% increase in efficiency for technical diagnostics.
  • Worked with a team to achieve a 84% cost reduction by analyzing and streamlining purchasing procedures for IT hardware.
  • Provided email, phone, and face-to-face support, maintaining a 73% first-contact resolution rate, exceeding company standards.
  • Introduced preventative maintenance measures for hardware, reducing system crashes by 83% across the organization.
  • Collaborated with team of 5 in the development of process.
  • Documented and resolved metric which led to procedure.
  • Assisted in implementing a new remote-support software, improving resolution times by 28% for distributed team members.
  • Provided desktop, laptop, and mobile device support, reducing ticket backlog by 46% with hands-on engagements.

Affiliations

  • International Association of Computer Science and Information Technology (IACSIT)
  • College Technology Clubs (e.g., Robotics, Computer Science Club) – Alumni
  • CompTIA Certification Association
  • Professional Association for Health Care Office Management (PAHCOM)
  • Society for Maintenance & Reliability Professionals (SMRP)
  • Association for Computing Machinery (ACM) Member
  • Information Systems Security Association (ISSA) Embassy Member
  • Project Management Institute
  • National Association of Social Workers
  • Certified Technology Specialist (CTS) – Audiovisual (AV) & IT Professional Division

Certifications

  • Certified Telecommunications Network Specialist (CTNS)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • CompTIA Network+ Certification
  • VMware Certified Professional – Desktop and Mobility (VCP-DTM)
  • Certified Business Analysis Professional (CBAP)
  • Cisco Certified Network Associate (CCNA)
  • First Aid/CPR Certified
  • Project Management Professional (PMP)
  • Certified Public Accountant
  • HDI Desktop Support Technician Certification

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