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Skills

  • Email management software
  • Excellent problem-solving abilities
  • Written and oral communication
  • Software deployment support
  • Power distribution techniques
  • Website Maintenance
  • Client service
  • Oral and written communication
  • Software projects
  • Cross-functional team collaboration

Work Experiences

  • Discovered issues with system hardware, network infrastructure, and connectivity that prevented user-initiated tasks from being completed.
  • Dealt with user customer service issues and determined when problems should be escalated to specialist team members.
  • Coordinated with system partners to finalize designs and confirm requirements.
  • Identified and resolved issues with user system functionality so that desired operations could be completed.
  • Created Sharepoint masterpages and page layouts, as well as acting as the company's primary Sharepoint support for all technical issues.
  • Oversaw the progress of projects from production to post production, organizing and creating shooting schedules for the graphic design team.
  • Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Created weekly employee work schedules for 8 team members, making sure that all shifts were covered.
  • Used a pipe and filter model to locate bottlenecks and to enable measurement of system resource usage and process behavior at all operations' boundary limits.

Summaries

  • Service Desk Analyst with 18 years of experience working in a guest service environment.
  • For a leading educational software company, I'm well-versed in development and testing.
  • Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.
  • Systems architect with extensive experience in coding, application design, defined architectures, and project management.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Superior results were achieved thanks to excellent communication skills and meticulous attention to detail.
  • Bringing 6 years of experience in the industry.
  • Ability to coordinate reservations, update accounts, and promote customer satisfaction.
  • Service Desk Analyst is a polite and upbeat person with excellent telephone etiquette.
  • Skilled at approaching problems in novel ways to come up with novel solutions.

Accomplishments

  • Software Development: : procedure method Requirements Analysis: : framework metric
  • Collaborated with cross-functional teams to reduce incident escalation rates to L2/L3 by 66% through improved training and documentation.
  • Analysis and Development: Resolved core issues through the redesign of the broker data model, data house-holding processes and daily round-trip database synchronization. Set new standards for virtually 100% code coverage, while piloting Oracle Designer.
  • Procedure Increased company productivity by 16% through client product over shipment prevention by implementing bar-coding and RF equipment for system software administration.
  • Redesigned the ticketing priority system to ensure critical tickets were resolved first, improving incident management efficiency by 20%.
  • Collaborated with team of 2 in the development of standard.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Analyzed and reported on technical support metrics, leading to process improvements that boosted customer satisfaction to 64%.
  • Resolved 11 critical incidents involving system outages, minimizing business downtime to under 13 hours each.
  • Network Security: Updated network systems to support confidential company operations and eliminate hacking ability.

Affiliations

  • Certified in Risk and Information Systems Control (CRISC)
  • Microsoft Certified Solutions Expert (MCSE), 2024
  • American Society of Safety Professionals
  • Certified Information Systems Auditor (CISA) - Certification received in 2022
  • Association for Information Systems (AIS) - Member since 2020
  • Google IT Support Professional Certificate Program - Graduated 2018
  • Lean IT Association (LITA) - Member since 2023
  • Lions Club
  • Society of Human Resource Management
  • Cloud Security Alliance (CSA) - Certification received in 2021

Certifications

  • CCNP Enterprise Certification
  • Oracle Certified Database Administrator
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Master Trainer
  • Certified Public Accountant (CPA)
  • Certified ScrumMaster
  • CompTIA Security+
  • CompTIA Certified Technical Trainer (CTT+)
  • SHRM Certified Professional (SHRM-CP)
  • AWS Certified Cloud Practitioner

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