PROFESSIONAL PROFILE

Office Support Specialist IT Business Analyst Desktop Support Analyst

●Reliable, energetic, and resourceful IT services and resolutions, deliverable, and resolved outstanding customer service professionals over 1+ years of experience leading cross-functional IT troubleshooting networked systems and Windows Linux operating environments in the IT infrastructure. Ability to work collaboratively with the IT manager and leadership teams from different backgrounds (culture, gender, age, sexuality, religious preference, etc.).

●Proficient in Microsoft Office Suite (Excel, Access, Words, Project, and PowerPoint), ServiceNow, Java, Linux, browsers, iOS, antivirus security packages, personal storage systems, and basic networking (LAN/WAN, TCP/IP,) and databases (SQL/SAP).

PROFESSIONAL HIGHLIGHTS

●Implemented 100,000+ metadata management solutions to return multiple results utilizing advanced Microsoft Excel functions VLOOKUP, Pivotable, and Power Query Editor with the effects of successfully returning and combining specific data of transferring 95,000+ metadata into 10,000 PDF documents.

●Successfully implemented technology-based computer software application solutions (word processing, spreadsheets, records management, and master databases) to process the Testing Center in 2 weeks to serve 2000+ students, faculty, staff, and administrators in a fast-paced work environment. As a result of decreasing process times and save 5+ hours per week.

●Promptly and professionally resolved 1300+ inbound and handled outbound calls according to the settlement cases to ensure delivery of 99% of the highest quality information and effective resolutions to the lawsuit settlement resulting from successfully receiving highly 100% of customer’s satisfaction at a cut-off time.

●Successfully setup 10 PC/desktops in workstations for new employees and contractors to ensure WIFI, wireless, network, and printers were connected and accessed to the Windows Server, WAN/LAN, and TCP. As a result, all systems and infrastructure were running optimally and with the highest availability and quality.

CORE COMPETENCIES

Configured and Troubleshoot Networked Systems Prioritized Goals Organized Project timelines Developed Solutions Technical Supports Detail-Oriented Customer Service Interpersonal Skills Maintained IT Inventory Processed Ticket Resolution Collaboration Coordination Fast-Learner Cross-Cultural Relationship Team Building Multi-Tasking

WORK EXPERIENCES

City of Minneapolis – City Clerk/City Council, Minneapolis, MN (Contractor) November 2019 – February 2020

Office Support Specialist: Responsible for performing service desk software and hardware applications. Seeking technical and analytical support (installation, maintenance, implementation, and documentation), processing requests, and maintaining IT inventory within the City of Minneapolis departments.

●Assisted closely and collaboratively with the IT manager and executive leadership teams to install and upgrade Windows operating systems into Windows 10 to ensure the user’s software and hardware applications are connected and authorized access to the network.

●Repaired 10+ complex computer replacement parts to ensure internal teams achieved their daily work.

●Processed internal customer requests by resolving projector audio-video systems, sound, and audio software applications to ensure staff could utilize video calls, meetings, and conferences with internal and external customers.

●Updated Minneapolis Police Department databases according to public accessibility resources to ensure alignment to services, programs, and the public’s assistance could easily access valuable information and non-emergency services.

●Sought hardware and software applications, services, and assistance by transforming and transferring the Minneapolis Police Data Practices Request from Smartsheet into the City’s ServiceNow to migrate internal and external databases to the new SharePoint website.

Achievement:

●Successfully identified growth opportunities by developing an automated office supplies inventory spreadsheet utilizing Excel to maintain office supplies and track IT inventory accessories. As a result of 90%, inventory records and services improved consistently and accurately attained fulfillment quickly and efficiently.

City of Minneapolis – Human Resources, Minneapolis, MN (Internship) March 2017 – September 2017

IT Business Analyst: Responsible and accountable for developing internal websites and performing the implementation and execution of all administrative assistant activities within the HR and IT departments.

●Collaborated and interacted with stockholders by conducting business meetings to understand the users’ needs by developing an effective SharePoint prototype.

●Oversee business requirements by verifying that quality standards are met.

●Troubleshoot SharePoint Server Unauthentic error issues to correctly onboard and update internal employees’ accessibility and permission for future access denied. As a result of resolving authorized access to necessary contents.

Achievement:

●Successfully designed a prototype of the SharePoint website that connected training and development to ensure supported employees to share files in real-time, assign tasks, and manage schedules on mobile devices.

Bellisio Foods Inc., Minneapolis, MN (Internship) March 2016 – August 2016

Desktop Support Analyst: Responsible for performing remote troubleshooting, administration, and delivery of technical infrastructure and desktop solutions on the day-to-day management of the IT and the Sales departments.

●Performed technical assistance for processing incident tickets utilizing Manager Directory to resolve password resets to ensure a positive high-performance work environment.

●Upgraded desktop hardware systems by installing memory (RAM) chips to speed up computer performance.

●Utilized SAP databases to forecast the company cash flow, budgets, and project costs according to the business process gap to ensure accessibility to sales and marketing materials.

●Updated and maintained 500+ internal employees’ contact information and profiles on the Directory Manager by acquiring data via phones and emails in timely communications.

Achievement:

●Successfully addressed and escalated the server down to the manager while discovering errors to ensure the team's awareness and goals aligned with the upper management and sales team.

EDUCATION

Augsburg College, Minneapolis, MN July 2013 – April 2017

Major: Management Information Systems Minor: Computer Science GPA: 3

TRAINING AND DEVELOPMENT

UpTurnships Inc., Trainee, Minneapolis, MN June 2015 – August 2015

●Received 175+ hours of training and coaching from 4 professional business executives on in-demand soft skills.

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