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Skills

  • Problem resolution
  • Documentation of troubleshooting steps
  • Communications
  • Team management
  • Regulatory compliance
  • MS Office
  • Helpdesk support
  • First Aid/CPR
  • Automation of repetitive tasks
  • Active Directory Management

Work Experiences

  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Described system solutions to customers to aid in problem resolution.
  • Used stakeholder engagement and project management to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Worked closely with Jira and SAP users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Decreased common issue tickets by 45%.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Assisted Tier 1 Support Technician in updating security protocols.
  • Created and maintained an internal knowledge base.

Summaries

  • Accomplished at diagnosing hardware issues.
  • Accomplished Tier 1 Support Technician, recognized for improving system uptime by 48% through cross-functional collaboration and technical escalation procedures.
  • Boosted customer satisfaction by 54% for new installs.
  • Achieved a 73% resolution rate for first-contact issues.
  • Adaptable Tier 1 Support Technician capable of managing high-volume ticket environments, handling up to 10 cases per day within SLAs.
  • Promotes client relations and project management skills that are dynamic.
  • Excellent stakeholder engagement and workflow optimization knowledge.
  • Tier 1 Support Technician is a multi-talented Tier 1 Support Technician who is consistently rewarded for planning and operational improvements.
  • Achieved a 26% first-contact resolution rate.
  • Subject matter expert on Tableau with exceptional skills and knowledge in stakeholder engagement.

Accomplishments

  • Supported 11 end-users daily with their hardware and software needs, keeping a satisfaction rate of above 41%.
  • Regularly resolved an average of 2 support tickets per day, ensuring minimal downtime and providing exceptional end-user support for Asana.
  • Proactively identified and isolated technical issues in Salesforce, resulting in a 85% decrease in support request volume.
  • Actively contributed to system uptime maintenance by identifying potential risks/issues before escalations occurred, increasing system uptime by 75%.
  • Authored a series of technical user guides, reducing internal training time for new hires by 71% and improving process adherence.
  • Installed, configured, and troubleshooted software remotely for 13 users across 3 different sites, ensuring frequent updates were handled efficiently with minimal downtime.
  • Built a system for tracking recurring support issues, leading to a 64% reduction in repeated technical issues and improving the ticketing system’s accuracy.
  • Collaborated with team of 13 in the development of process.
  • Provided Tier 1 phone and email support to 16 end-users for network connectivity issues, ensuring an above 56% customer satisfaction rating.
  • Facilitated the shift from manual troubleshooting to automation for repetitive issues, reducing error rates and handling time by 21%.

Affiliations

  • Jaycees
  • Society of Human Resource Management
  • SysAdmin, Audit, Networking, and Security (SANS) Network
  • Technology Services Industry Association (TSIA)
  • SANS Institute Information Security Training
  • Information Systems Security Association (ISSA)
  • National Association of Social Workers
  • Association of Internet Professionals (AIP)
  • Network and Systems Professional Association (NaSPA)
  • Information Technology Infrastructure Library (ITIL) Community

Certifications

  • ITIL Practitioner Certification
  • Apple Certified Support Professional (ACSP)
  • VMware Certified Technical Associate (VCTA)
  • Certified ScrumMaster (CSM)
  • Certified Public Accountant
  • Certified Business Analysis Professional (CBAP)
  • SHRM Certified Professional (SHRM-CP)
  • First Aid/CPR Certified
  • ServSafe
  • Google Cloud Associate Cloud Engineer

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