- Designed solutions for technical issues in financial programsoftware, improving efficiency by 70%.- Configured devices, installed hardware, and implemented MDMsolutions, improving network security by 33%.- Monitored network infrastructure and telecommunicationchannels for issues, increasing productivity by 17%.- Updated workflows for software deployment, tech support, andphone system maintenance, increasing efficiency by 38%.- Analyzed current systems and recommended updates orreplacements, increasing productivity by 49%.- Addressed and resolved 92% of Level III escalations within 2hours, increasing customer satisfaction by 41%.- Conducted monthly training sessions to boost technicalunderstanding and working knowledge of application lifecycle.- Collaborated with 2 internal departments to resolve tickets,coordinate ticket schedules, and resolve escalated tech requests.- Brainstormed potential features of financial software APIs,reducing the amount of needed code by 34%.- Addressed technical issues for Accountants a day, includingsubscription cancellations, account lockouts, and unresponsivewebpages.- Collaborated with stakeholders to prepare equipment for videoconferences, reducing technical errors and delays by 28%.

- Resolved 12 network/software Level I tickets per shift.- Provided technical support over the phone, email, anddesktop chat, responding to all messages within 4 hours.- Developed online FAQ articles to address common issues,reducing the average number of tickets by 39%.- Diagnosed and repaired network malfunctions includingfile deletion, failed account entry, slow computer speed, and3rd party software compatibility issues.- Developed and enhanced product security systems,meeting 100% of client requirements.-

- Drafted troubleshooting guides for common technicalstrategies, decreasing average ticket resolution time by 80%.- eveloped and enhanced product security systems,meeting 100% of client requirements.- Created and reorganized SQL queries and scripts forinternal troubleshooting, decreasing work tickets by 28%.- Analyzed escalated tickets and coached junior techs toresolve 84% of excessive escalations.- Analyzed diagnostic data to understand causes/correlationsof network issues and presented results to internal staff.- Collaborated with staff to resolve network issues andimplement fixes, resulting in 31% fewer malfunctions.

- Managed 7 daily work tickets, prioritizing urgent needs andscheduling projects to resolve tickets within 2 hours.- Trained 8 junior techs to manage tickets, diagnose commonproblems, and maintain workflows.- Developed solutions for software/hardware compatibilit.- Installed and upgraded internal applications anddocumentation, reducing installation errors by 12%.