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Skills

  • Drafting user-facing support documentation
  • Procedure equipment
  • Team building
  • Staff support
  • Proficiency in Microsoft Excel
  • First Aid/CPR
  • Developing FAQ databases
  • Assisting with high-volume customer interactions
  • Customer service satisfaction enhancement
  • Customer experience analytics

Work Experiences

  • Avoided costly delays.
  • Assisted during high-demand periods.
  • Transported Adobe Creative Suite to several months customer locations.
  • Was in charge of sorting and routing mail and packages to their intended recipients.
  • Investigated and diagnosed problems in the method and framework areas.
  • Was in charge of managing system-wide operating system and software deployments, as well as any software upgrade issues that arose.
  • Achieved a 80% improvement in operational productivity.
  • Assisted in creating new workflows.
  • Analyzed support queries.
  • Assisted in drafting email communication templates driving a 63% reduction in repetitive inquiries.

Summaries

  • Strengths in risk assessment and client relations backed up by Computers Hardware training.
  • Assisted high-priority cases.
  • Collaborated with senior management and technical teams.
  • Completed new network component installations, updates, and configurations successfully.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Addressed 7 key issues through data analysis.
  • Reliable, punctual, and analytical, with a keen sense of judgment.
  • Collaborative Support Assistant Intern who partnered with senior leadership to improve customer feedback processes, leading to a 21% increase in satisfaction rates by employing Salesforce.
  • Adhered to service level agreement standards.
  • Assisted in creating automated solutions.

Accomplishments

  • Worked closely with account managers to provide client updates, improving customer satisfaction metrics by 66%.
  • Contributed to optimizing service desk operations by helping organize workflows and centralize task assignments, improving ticket closure rates by 49%.
  • Assisted in designing an internal communication strategy, reducing response times to internal queries by 80%.
  • Assisted in managing service-level agreements (SLA) compliance, ensuring 18% adherence over a sustained 6 months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Helped consolidate critical customer feedback into actionable insights, improving customer satisfaction by 22%.
  • Provided support in updating procedure guides, improving reference speed for colleagues and enhancing response accuracy by 80%.
  • Organized company-wide training that improved communication between teams and reduced issue response times by 28%.
  • Contributed to the standardization of internal policies, reducing discrepancies in customer support escalation processes.
  • Streamlined ticketing process using Salesforce, reducing tasks completion time by 38% over a the past year.

Affiliations

  • Rotary International
  • Association for Computing Machinery (ACM) Student Member
  • Volunteer Support Analyst for Nonprofit IT Alliance
  • Student Member, IEEE Computer Society
  • ITIL Foundations Certified Member procedure
  • American Marketing Association
  • Association for Computing Machinery
  • Association of Information Technology Professionals
  • Member, Data Analytics for Customer Support Raleigh Chapter
  • Association of Support Professionals (ASP) Alumni

Certifications

  • ITIL Foundation Certification in IT Service Management
  • Certified Customer Service Specialist (CCSS)
  • Certified Process Management Professional (CPMP)
  • Certified Call Center Manager by the Cedar Works
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Mental Health First Aid Certification Brightline
  • Certified Technical Support Professional (CTSP)
  • Apple Certified Support Professional (ACSP)
  • HDI Support Center Analyst (HDI-SCA)

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