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Skills

  • HDI Desktop Support Technician
  • Bid process support
  • Supporting Unified Messaging (UM)
  • Law enforcement support
  • Individual and family support
  • Sales floor support
  • Interpreting engineering blueprints
  • Promotional support
  • Partnership support
  • Server support

Work Experiences

  • Led a support team that assisted an average of 6 users globally in a 24/7 support environment as a level-three supervisor.
  • Boosted support team performance by 78%.
  • Collaborated with the R&D team.
  • Conducted root cause analysis for technical issues.
  • Achieved a 56% reduction in repeat service requests.
  • Automated diagnostic checks using Salesforce, which sped up identification of discrepancies across the network by 23%.
  • Collaborated with cross-functional teams to deliver customized solutions for QuickBooks, increasing client satisfaction by 79%
  • Conducted root cause analysis for recurring technical issues, successfully preventing similar problems from affecting customer systems.
  • Assessed customer needs and recommended cost-effective hardware solutions, driving a $9 increase in sales for the quarter.
  • Avoided potential losses of $15 annually.

Summaries

  • Achieved a 35% reduction in service disruptions.
  • Interested in assuming operational control of framework technical support operations.
  • Aided onboarding and training of new hires.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Technician Support Engineer is a knowledgeable Technician Support Engineer who is ready to manage technical environments that are difficult to manage.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Achieved 52% faster operations.
  • Competent Technician Support Engineer with experience assisting method users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Authored technical support documentation.

Accomplishments

  • Designed and implemented a durable, cloud-enabled backup system, reducing restore times by 80% for mission-critical applications.
  • Lowered response times for issue resolution by optimizing the internal ticketing system, reducing resolution backlog by 46% in under the past year.
  • Developed custom scripts to automate key performance reporting, improving data insights and reducing time spent on manual processes by 46%.
  • Worked in close collaboration with R&D and engineering teams to identify and resolve product defects, improving software performance by 78% post-updates.
  • Collaborated with cross-functional teams to implement category, resulting in a 30% reduction in system outages annually.
  • Led the design and deployment of a backup solution for critical servers, reducing recovery time by 13 hours and minimizing downtime risk.
  • Led initiative to upgrade IT infrastructure to meet new framework requirements, improving compliance and achieving full certification in 2023.
  • Provided incident management support, resolving high-priority technical issues within 18 months, meeting SLA targets consistently.
  • Identified and debugged critical system vulnerabilities, reducing security risks by 32% using industry best practices.
  • Investigated root causes of system failures and applied permanent fixes, reducing future incidents by 43% using incident management strategies.

Affiliations

  • DevOps Institute Certified Member
  • Help Desk Institute (HDI) Membership
  • Toastmasters
  • National Society of Professional Engineers (NSPE)
  • IT Infrastructure Library (ITIL) Foundation Certification
  • Amazon Web Services (AWS) Partner Network
  • International Council of Nurses
  • Association of Information Technology Professionals (AITP)
  • National Association of Social Workers
  • ISACA – Information Systems Audit and Control Association

Certifications

  • Micro Focus Certified Solutions Engineer
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • ServSafe
  • First Aid/CPR Certified
  • F5 Certified Administrator, BIG-IP
  • Apple Certified Associate (ACA)
  • Project Management Professional (PMP)
  • ServiceNow Certified System Administrator
  • ITIL® v4 Foundation Certification
  • Hewlett Packard Enterprise (HPE) Master ASE Hybrid IT Solutions Architect

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