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Skills

  • ITIL Framework Knowledge
  • IT inventory audits
  • Cross-functional collaboration
  • Customer-centric support approach
  • Knowledge base management
  • Staff education and training
  • IP addressing and subnetting
  • Organization
  • Technical documents comprehension
  • Problem resolution

Work Experiences

  • Boosted end-user satisfaction ratings from 38% to 28%.
  • Decreased onsite visit requests by 46%.
  • Achieved this improvement over 2019.
  • Assisted in roll-out of Jira.
  • Accomplished this within 2023.
  • Created weekly performance reports for management.
  • Kept track of running systems and entered commands to troubleshoot issues like program and system.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Worked closely with QuickBooks and HubSpot users to provide solutions to operations issues via phone, email, live chat, and web teleconference.

Summaries

  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Applied process patches.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Competent Technology Support Technician with experience assisting category users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved 45% reductions in user-reported downtimes.
  • Strengths in cross-functional collaboration and process improvement backed up by Miscellaneous training.
  • Achieved 27% success rates for issues resolved within SLAs.

Accomplishments

  • Documented and resolved program which led to framework.
  • Assisted in the deployment of company-wide software updates, ensuring compliance and security for 13 workstations.
  • Resolved product issue through consumer testing.
  • Planned and executed data encryption for 2 devices, bolstering cybersecurity standards per organizational policy.
  • Diagnosed and resolved hardware and network issues using analytical tools and root cause analysis, preventing recurring outages.
  • Trained staff in the use of Asana, improving operational efficiency and user confidence through personalized instruction sessions.
  • Collaborated with cross-functional teams to facilitate the company’s digital transformation using Tableau tools, supporting 14 users through the change.
  • Documented best practices for systems remediation, resulting in more efficient knowledge sharing among team members.
  • Set up network access and VPNs for 8 users, allowing seamless connectivity and secure remote operations across multiple locations.
  • Designed and delivered interactive training modules that enhanced team knowledge on troubleshooting Power BI.

Affiliations

  • International Association of Administrative Professionals
  • Linux Certified Professionals Network
  • International Council of Nurses
  • Wireshark University Alumni
  • Remote IT Support Forum
  • Association for Computing Machinery
  • Rotary International
  • Cloud Engineers & Architect Association (CEAA)
  • Freemason
  • TechSupport Network Groups

Certifications

  • Certified Help Desk Manager (CHDM)
  • Microsoft Certified Systems Engineer (MCSE)
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • CompTIA Security+ Certification
  • Certified Information Technology Professional (CITP)
  • Cisco Certified Network Associate (CCNA)
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Google IT Support Professional Certificate
  • Cisco Certified CyberOps Associate

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