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Click here or scroll down to respond to this candidateCandidate's Name
Chandler, Arizona Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLEWORK EXPERIENCEPhoenix Childrens Hospital Phoenix, ArizonaEndpoint Operations Technician Jan 2021 - PresentInitiate relationships between IT and cross-functional stakeholders, including consumers, providers, clinical staff, administrators, and employees.Identify potential roadblocks and developed contingency plans for IT initiatives, resulting in a significant decrease in project delays and a 10% increase in on-time delivery of key milestones. Collaborate with cross-functional IT teams to develop a comprehensive preventative maintenance program for computer systems, resulting in a 30% decrease in system downtime and a 20% increase in overall system performance metrics.Execute successful technology deployments of software, hardware, and networking solutions, decreasing downtime for end-users.Establish and execute a comprehensive plan to streamline documentation processes across multiple platforms, increasing efficiency and accuracy metrics.Conduct weekly stakeholder meetings to provide project updates, leading to a 95% satisfaction rate among stakeholders and ensuring alignment with project goals. IBM Phoenix, ArizonaSystem Services Representative Mar 2019 - Jan 2021 Managed the integration of IBM and multiple vendor systems, streamlining operations and reducing downtime by 15% across all platforms.Coordinated and managed troubleshooting efforts for hardware and software issues for over 500 clients, resulting in a 95% client satisfaction rate with service delivery and technical support. Streamlined system configuration procedures, cutting implementation time by 20% and boosting client satisfaction by 15%, resulting in a 10% increase in repeat business from existing clients. Analyzed system-level problems to identify root causes and implemented solutions, resulting in a decrease in downtime and an increase in system efficiency.Collaborated with cross-functional teams to streamline troubleshooting and resolve technical issues. COGNIZANT SOLUTIONS; (formally SWISS POST SOLUTIONS) Phoenix, Arizona Data Center Operator, Wyndham Hotel Group Apr 2015 - Aug 2018 Utilized advanced enterprise monitoring tools to proactively identify and resolve 90% of critical alerts, minimizing downtime for business units.Conducted data center inspections, identifying and addressing potential vulnerabilities. Collaborated with team members to provide detailed insights on system performance trends, allowing administrators to make informed decisions for future upgrades and enhancements. Coordinated weekly cross-functional team meetings to address critical system incidents, resulting in a 30% reduction in resolution times and minimizing downtime for essential business operations. Streamlined inventory management processes for 500+ new hardware shipments, ensuring accurate tracking, and seamless integration with existing data center systems. Collaborated with teams in the development and implementation of a remote monitoring system, successfully monitoring and completing 10+ projects annually.ASURION Phoenix, ArizonaPremier Solutions Support Technician Sep 2013 - Jul 2014 Identified root causes of technical issues by conducting in-depth troubleshooting and analysis, resulting in a 20% decrease in call escalations and an improvement in overall customer satisfaction scores. Implemented customized knowledge-based systems to facilitate thorough technical support and aid in device setup, improving customer comprehension, and device performance. Assisted over 300 customers with device setup and provided personalized device education, resulting in a 90% increase in customer satisfaction ratings.Performed logical troubleshooting to resolve operational issues. E-INSTRUCTI Phoenix, ArizonaTechnical Support Representative May 2008 - Aug 2008 Streamlined incoming call and email processes, resulting in a 25% reduction in response times. Resolved 150 technical issues per week by providing timely and effective solutions, maintaining customer satisfaction rates above 90%.Improved hardware diagnostics accuracy by implementing a detailed component-level testing procedure, resulting in a 15% decrease in misdiagnosed issues.EDUCATION AND CERTIFICATIONSHigh-Tech InstituteAssociate of Science in Computer Networking and Information Technology; 2004 AXELOS Global Best PracticeITIL V3 Certification; 2016Project Management InstitutePMP #3459941SKILLSTicketing Systems: Jira, Assyst, Service Now, Samanage Microsoft: 2K Server, R Client, SQL Server, Office suite Computer maintenance assembly and troubleshootingNetworking protocol configuration: TCP/IP, NetBios, HTTP, and IPX/SPX App Manager and AppDynamics monitoring applications ITSM (IT Service Management) and Data Analysis and Reporting |
