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Skills

  • Cybersecurity fundamentals
  • Vendor relationship management
  • Supervision
  • Technical problem solving
  • Relationship development
  • Data entry
  • Customer Satisfaction Improvement (60%)
  • Organization
  • Cloud migration and support
  • MS Office

Work Experiences

  • Described initiative solutions to customers to aid in problem resolution.
  • Completed project 27% ahead of schedule.
  • Crafted customized technical solutions for clients.
  • Cut deployment time by 51% for future rollouts.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Kept track of running systems and entered commands to troubleshoot issues like program and initiative.
  • Customized enterprise-level deployment solutions.
  • Assembled over 6 hardware systems monthly.
  • Assisted with transitioning to cloud-based solutions.
  • Conducted site inspections.

Summaries

  • Achieved 70% yearly improvements.
  • Achieved zero issues during hardware refresh cycles.
  • Achieved a 82% reduction in equipment downtime.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Achieved operational uptime of 81%.
  • Achieved 34% improvement in ticket resolution rates by implementing a streamlined ticketing system for technical support teams.
  • Technology Service Technician with a 12-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Workday expert and Asana user.

Accomplishments

  • Collaborated with cross-functional teams to redesign the technical support escalation process, improving resolution times by 35%.
  • Managed secure configuration updates and vulnerability patches for ServiceNow, improving company adherence to industry compliance standards by 55%.
  • Reduced service request backlog by 48% through process optimizations and enhanced customer self-service tools.
  • Monitored network performance and proactively addressed potential issues, increasing system uptime to 67% over a 8-month period.
  • Researched and recommended the adoption of emerging technologies, reducing IT operational costs by 52% annually through enhanced resource management.
  • Developed a comprehensive helpdesk ticket tracking system, cutting average response time by 63%.
  • Collaborated with team of 17 in the development of process.
  • Performed advanced troubleshooting and root cause analysis, decreasing recurring network downtime by 17 incidents annually.
  • Automated routine tasks via method integration, lowering man-hours on repetitive tasks by 18% monthly.
  • Optimized workflow by implementing automation tools, reducing manual task completion time by 72% using program.

Affiliations

  • Microsoft Certified Solutions Expert (MCSE) – Certified
  • Field Service USA Conference Participant
  • Jaycees
  • Project Management Institute
  • Cisco Certified Network Associate (CCNA) - Active Member
  • HDI Support Center Analyst Certification
  • Association for Information Technology Professionals (AITP)
  • Freemason
  • American Marketing Association
  • International Association of Computer Science and Information Technology (IACSIT) - Professional Affiliation

Certifications

  • Certified Public Accountant (CPA)
  • Cisco Certified Internetwork Expert (CCIE)
  • First Aid/CPR Certified
  • Salesforce
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Apple Certified Associate (ACA)
  • VMware Certified Technical Associate (VCTA)
  • ServSafe
  • Azure Administrator Associate Certification
  • Google Cloud Professional Network Engineer Certification

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