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Skills

  • Operational improvement
  • MS Office
  • Regulatory compliance
  • Client feedback collection and analysis
  • Customer service
  • Customer-centric Protocol Development
  • Network support
  • Relationship development
  • Business operations
  • Dashboard Performance Management

Work Experiences

  • Oversaw the delivery of metric project by initiative team, which resulted in method.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Authored technical knowledge base documents.
  • Looked into and fixed printer, copier, and other peripheral device problems.
  • Transported Asana to several months customer locations.
  • Achieved a 73% satisfaction rate.
  • Achieved a Employee of the Year for outstanding support.
  • Achieved a 28% decrease in escalations.
  • Gave customers Microsoft Excel recommendations after thoroughly explaining the details.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

  • Achieved this record over 9 months.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Clear understanding of stakeholder engagement and risk assessment as well as performance reporting training.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Costs were consistently reduced while profits were increased.
  • Adept at delivering Scrum Master-driven support for high-profile product launches, handling over 15 tickets during critical release phases and improving customer retention by 16%.
  • Accomplished in preemptive troubleshooting techniques.
  • Collaborative and customer-centric engineer.
  • Adept at reducing product downtime by 69%.
  • Large data storage networks, voice/data innovations, and VPNs are all areas in which he is well-versed.

Accomplishments

  • Led a cross-functional team to improve incident management process, reducing average resolution time by 36%.
  • Oversaw the migration of procedure systems for 2 clients, yielding a 33% satisfaction rate.
  • Documented and resolved metric which led to category.
  • Resolved technical issues related to HubSpot, achieving a first-call resolution rate of 81% over 14 months.
  • Improved customer onboarding experience for QuickBooks, leading to a 28% reduction in implementation time.
  • Created a searchable FAQ section that decreased average response times by 10 minutes.
  • Mentored junior engineers, resulting in a 34% performance improvement in their technical support capabilities.
  • Spearheaded technical documentation improvements, reducing the frequency of repeat issues by 21%.
  • Spearheaded a Asana-focused training initiative, which led to improvements in technical staff competencies and a 72% reduction in service errors.
  • Trained customer service teams on the use of initiative, streamlining operations and reducing errors by 33%.

Affiliations

  • Association of Information Technology Professionals
  • International Association of Engineers (IAENG)
  • Information Systems Security Association (ISSA) - Security Awareness Contributor
  • Technology Services Industry Association (TSIA) Member
  • Freemason
  • Customer Experience Professionals Association (CXPA)
  • Association of Support Professionals (ASP)
  • Association for Talent Development (ATD) - Facilitator
  • Rotary International
  • American Marketing Association

Certifications

  • Certified IT Service Management Professional (CITMSP)
  • Multilingual Proficiency Certification in Mandarin
  • ServiceNow Certified System Administrator
  • Professional Scrum Master (PSM)
  • HDI Customer Service Representative Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified in Risk and Information Systems Control (CRISC)
  • Certified IT Asset Manager (CITAM)
  • Certified Service Desk Analyst (SDA) by Brightline
  • Certified Incident Manager

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