In my most recent role, I establish data and reporting system infrastructure using Excel, Power BI, and SQL to deliver real-time insights on product performance, marketing funnels, and KPIs for financial institution, presenting data visualizations to convey findings to stakeholders.These are the highlights of this tenure:▪ Implemented network monitoring tools leveraging BI systems to facilitate data-driven business decisions.▪ Conducted gap assessments to synchronize client data analytics needs with available data, applying advanced analytics comprising data modeling and prescriptive analytics.▪ Designed and delivered customized training programs aligned with learners' requirements and skill levels, employing diverse teaching methods, including presentations, demonstrations, group activities, and case studies.

Senior Service Desk Specialist (Tier 2) | U.S Department of Labor/Mak-Nuaxis | Feb 2022 – PresentMy role as a Senior Service Desk Specialist allows me to provide on-site desk-side and remote technical support to users by troubleshooting complex issues. Moreover, I coordinate PC Refresh Program by replacing outdated computers, migrating data and settings, scheduling customer appointments, conducting QA surveys, and handling admin tasks. I facilitate the execution of user-initiated tasks by diagnosing and analyzing technical and connectivity problems. In addition to the aforementioned tasks, I contribute to team meetings to enhance product/service knowledge and gather key insights for informed decision-making.Consider the following achievements for this role:▪ Addressed ~250 service tickets per month, leading to a 25% reduction in average ticket resolution time.▪ Rendered support to 500+ users through phone, chat, and email, minimizing downtime and increasing productivity.▪ Enhanced user experience by addressing operational issues with desktop computers, laptops, and mobile devices.▪ Logged and tracked service tickets in the incident management system, resolved service requests in-person and remotely, and escalated to appropriate support teams within SLA parameters.Skills: Technical Support and Troubleshooting | PC Refresh Program Coordination | User-initiated Task Facilitation | Service Ticket Management.

In this role, I engaged with cross-functional teams to arrange successful events by scanning tickets, aiding guests with seating, maintaining clear aisles, and enabling compliance with university rules.The contribution from this role includes the following:▪ Delivered expert-level support to 3K+ guests by welcoming and guiding visitors into the arena.▪ Responded to guest inquiries and increased individuals’ trust through accurate information, personalized suggestions, and clear communication of policies.▪ Oversaw customer service representatives to ensure compliance, and prepared reports on customer’s complaints and inquiries.▪ Operated in dynamic, high-volume environments to provide skilled assistance to 2k+ guests every event day.

During this tenure, I delivered smart hand support by configuring network printers, performing server and router power cycling, and handling tape rotation requests from the service desk, data center, and service delivery manager. Moreover, I oversaw end-user accounts and permissions by granting access rights aligned with best practices and information security policies. I also prepared detailed documentation on service call resolutions to highlight personnel performance and effective remediation techniques. I collaborated with the service desk manager to monitor the IT infrastructure, such as desktops, laptops, printers, mobile phones, and software applications.A small selection of the key achievements from this role includes the following:▪ Managed 100+ end-user accounts, ensuring accurate access rights and compliance with IT and security policies.▪ Administered and maintained 300+ IT hardware and software devices, supporting multiple operating systems.▪ Resolved 500+ incidents for user technical infrastructure, contributing to 65% reduction in average resolution time.▪ Identified 100 negative hardware performance trends, resulting in a 70% improvement in system reliability.▪ Delivered 50+ smart hand support instances, including network printer settings, server resets, and tape rotation.

Monitored multiple electronics and IT equipment, such as desktops, laptops, televisions, HNS ESF, printers, and servers. Repaired and installed satellite systems and various transport technologies, including DSL, cable, T1 lines, and wireless connections. Revamped computer networks by installing wiring, cables, and devices. Analyzed technology inventory and assets to establish accurate stock records, optimize resource allocation, and inform upgrade strategies. Configured hardware and software to augment network performance and fulfill system requirements.▪ Enhanced customer satisfaction by troubleshooting hardware issues and rendering support for specific equipment.▪ Executed real-time reporting activities and administrative tasks for each call in compliance with established policies.▪ Maximized system functionality by identifying issues related to printers, copiers, and other peripheral devices.▪ Evaluated hardware/software and recommended modifications to minimize lag time and increase system's speed.

In this role, I monitored system performance and conduct routine system backups to ensure data integrity and availability. I also upgraded and maintained routine system, including software patches and security updates.My key highlights for this role include the following:• Monitored system performance and conducted routine system backups to ensure data integrity and availability. Upgraded and maintained routine system, including software patches and security updates.• Repaired and refurbished 300+ computers and installed software/hardware on client computers with a skillful team.• Maximized operational efficiency and team productivity by rendering administrative support to office staff.• Installed software/hardware into client's computers