It Support Specialist
Current• Providing comprehensive technical support to 1000+ end-users, troubleshooting and resolving hardware, software, system, and application issues ranging in scope, delivering exceptional customer service, and sustaining a 100% customer satisfaction rating.• Coordinating incident management and escalations, providing prompt and decisive resolutions, meeting 100% of SLAs, and scrutinizing data to identify root causes and avoid future occurrences.• Maintaining detailed helpdesk ticket records of steps taken, test results, and resolution data to facilitate knowledge sharing throughout the department, helping boost team productivity by 50%.• Leading training with 100+ client end-users on software and applications, ensuring full value is unlocked from IT resources.• Partnering with the cybersecurity team in robust security solutions, detection, prevention systems, and VPNs to improve security posture, reduce incidents by 50%, and maintain secure environments.• Advocating for and implementing new diagnosing and troubleshooting practices, evolving the helpdesk function to lower average ticket resolution time by 20%.
