Technical Support - IT

• Sep 2023 - Present

IT Support Specialist

• Mar 2019 - Jul 2023

• Consistently achieved and/or exceeded KPIs including regularly recognized as performance leader of the month. • Proactively completed annual maintenance reviews of client devices reducing risk of future technical incidents. • Standardized product enhancement request template improving turnaround times between IT Service Desk and Product Development team. • Recognized as training and support mentor for new IT support members. • Consistently achieved and/or exceeded KPIs including regularly recognized as performance leader of the month. • Proactively completed annual maintenance reviews of client devices reducing risk of future technical incidents. • Standardized product enhancement request template improving turnaround times between IT Service Desk and Product Development team. • Recognized as training and support mentor for new IT support members.

Information Technology Help Desk Support

• Jun 2017 - Oct 2018

• Successfully assisted in coordinating and executing large-scale IT setup and support during organization-wide dedicated events, ensuring seamless user experience and minimal disruptions. • Successfully completed staged rolled out of end user devices, including imaging, data migration, configuration, and end user training. • Established IT Support knowledge base documenting current-state system configuration and how-to guides improving overall staff support experience and onboarding processes. Show less