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Skills

  • Project organization
  • Change control coordination
  • Equipment repair
  • Cross-functional team collaboration
  • Hardware Configuration
  • Inventory management
  • Relationship development
  • Troubleshooting proficiency
  • Operational improvement
  • MS Office

Work Experiences

  • Assisted standard customers with data connectivity issues, including troubleshooting and hardware rebooting.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.
  • Collaborated with the security team to audit and resolve security vulnerabilities in Power BI, enhancing system compliance and user trust.
  • Set up new employee workstations, including all of the necessary hardware, software, and peripherals.
  • Acted as a liaison between customers and teams.
  • Audited security vulnerabilities in Workday.
  • Assisted in the deployment of an upgraded SAP version across 10 clients, providing real-time support and coordination for minimal service disruption.
  • Collaborated with cross-functional teams to resolve complex Tier 2 technical issues, reducing ticket resolution times by 30% within 2015.
  • Achieved 42% improvement in infrastructure performance.
  • Collaborated with cross-functional teams.

Summaries

  • Metric Support Engineer with extensive experience in assisting users and troubleshooting issues.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Tier 2 Support Engineer.
  • Proven track record of motivating optimized to achieve team, individual, and management goals.
  • Miscellaneous student seeking hands-on experience through an internship in data analysis.
  • Team leadership in category settings and project management in client relations settings.
  • Data analysis Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • Method and system have a proven track record.
  • Good troubleshooting, diagnostic, and repair skills, as well as a systematic approach and strong attention to detail.

Accomplishments

  • Led the upgrade of Salesforce for over 6 clients, ensuring zero downtime and full functionality post-implementation.
  • Played a key role in beta testing new features for Tableau, ensuring functional viability before public release.
  • Coordinated with security teams to ensure vulnerability patches were applied to critical systems, following the latest category.
  • Worked directly with customers to identify and resolve critical configurations, leading to a 24% reduction in escalated tickets.
  • Authored detailed internal documentation and knowledge base articles, which improved Tier 1 and Tier 2 support efficiency by 7%.
  • Trained junior and Tier 1 engineers on Power BI, improving the overall operating efficiency of the support team by 85%.
  • Negotiated and optimized Service Level Agreements (SLAs) that ensured 42% or higher compliance with customer contracts.
  • Conducted post-mortem analysis on critical production outages, resulting in action plans that reduced future downtime by 73%.
  • Updated and monitored compliance systems under the latest 2019 framework, ensuring strict adherence with zero downtimes.
  • Resolved 59% of escalated support tickets within three years by leveraging advanced troubleshooting techniques, drastically improving customer satisfaction.

Affiliations

  • Contributing member of the International Society of Systems Engineers - 2023
  • Active member in the Microsoft Certified Professionals (MCP) Group - 2019
  • Involved in the Cloud and Infrastructure Solution Engineers Organization - 2024
  • Associate member of the Certified Customer Support Engineers Alliance - 2020
  • Member of the Tiered Support Engineers Network - Tableau division - 2024
  • Served as a mentor in the IT Service Management Forum (itSMF) - 2024
  • Engaged with the Technical Support Engineers in Cloud Network Security - 2017
  • Participant in the Global Information Assurance Certification (GIAC) Community - 2023
  • Affiliation with the SANS Institute for cybersecurity and firewall management - 2024
  • Key member, Virtualization and Cloud Computing Association - 2022

Certifications

  • Google Associate Cloud Engineer Certification
  • Association for Project Management (APM)
  • Certified Public Accountant (CPA)
  • CompTIA Network+ Certified Professional
  • ServiceNow Certified System Administrator
  • SHRM Certified Professional (SHRM-CP)
  • Apple Certified Associate (ACA)
  • Microsoft Office Specialist (MOS)
  • Cisco Certified Internetwork Expert (CCIE)
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate

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