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Skills

  • Data entry
  • Data encryption standards and protocols
  • Organization
  • Mac systems
  • Customer satisfaction improvement
  • Data recovery
  • Firmware updates and patch management
  • Budgets
  • Agile methodologies for IT support
  • Help desk management systems (Asana)

Work Experiences

  • Coordinated with the security team.
  • 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.
  • Conducted system audits and implemented cost-effective solutions that saved the department 11 annually.
  • Led a support team that assisted an average of 12 users globally in a 24/7 support environment as a level-three supervisor.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Configured HubSpot for process users.
  • Assisted in the migration of 12 on-premise servers to cloud infrastructure, reducing operational costs by $12 annually.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Completed the project 12 weeks ahead of schedule.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Within Miscellaneous, senior Technology Technician and outstanding performer in vendor management and team leadership.
  • Costs were consistently reduced while profits were increased.
  • Excellent stakeholder engagement and cross-functional collaboration knowledge.
  • Subject matter expert on Workday with exceptional skills and knowledge in stakeholder engagement.
  • Committed Technology Technician ensuring the security and integrity of IT systems. Proactively applied critical security patches, increasing infrastructure reliability by 38%.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Boosted network efficiency by 66%.
  • Analytical Technology Technician excelling in generating technical reports on system performance. Recommendations drove a 43% uptime increase by identifying key areas for improvement.
  • Attention-to-detail Technology Technician known for maintaining 42%-compliant security protocols through robust firewall configurations and regular system reviews.

Accomplishments

  • Provided remote and on-site technical support, resolving 65% of service requests within the first hour of escalation.
  • Collaborated with vendors to upgrade servers and implement modern technologies, resulting in a 67% reduction in servicing times and overall infrastructure costs.
  • Utilized Agile methodology to streamline service desk operations, decreasing average resolution time by 57%.
  • Developed and executed a cost-saving initiative by migrating storage to a more efficient cloud-based platform, reducing overhead by $15 annually.
  • Resolved product issue through consumer testing.
  • Managed a multi-location IT support team consisting of 4 technicians while maintaining service-level agreements (SLAs) at 71% or higher.
  • Authored comprehensive technical documentation for newly deployed systems, assisting in end-user self-service and reducing support requests by 64%.
  • Worked with finance and procurement teams to identify cost-saving opportunities, ultimately reducing IT budget by $16 while improving service delivery.
  • Reduced ticket resolution time by 24% through the introduction of a centralized knowledge base and internal training sessions for IT staff.
  • Developed and maintained detailed emergency recovery plans, ensuring minimal data loss and downtime during system outages, contributing to quicker disaster recovery efforts.

Affiliations

  • Member of the Society of Information Management (SIM), focusing on IT leadership
  • Member of the Association of Information Technology Professionals (AITP)
  • Society of Women Engineers
  • American Society of Safety Professionals
  • CompTIA Six Sigma Holder (e.g., A+, Network+, Security+) since 2017
  • CompTIA Project+ certification obtained in 2023
  • American Marketing Association
  • Member of the International Association of IT Asset Managers (IAITAM)
  • Contributor to the Open Compute Project Foundation (OCP)
  • Founding member of the regional technology technician meetup group, organizing 12 events per year

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Google IT Support Professional Certificate
  • Certified Public Accountant
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • CompTIA A+ Technician
  • Google Certified Professional Cloud Architect
  • Microsoft Certified Systems Engineer (MCSE)
  • ITIL Foundation Certification
  • Certified ScrumMaster (CSM)
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals

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