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Skills

  • Enterprise applications
  • Website Maintenance
  • Power distribution techniques
  • Data compiling
  • ServiceNow proficiency
  • Marketing
  • Project management
  • Storage hardware architecture
  • Oral and written communication
  • Email management software

Work Experiences

  • Accurately and efficiently maintained framework and program records.
  • Assisted in technical documentation improvement for Jira, enhancing customer comprehension and reducing follow-up inquiries by 38%.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Attained an average customer satisfaction score of 27% over 2 direct support engagements by implementing empathetic communication practices.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Removed and replaced malfunctioning computer parts to fix hardware issues.
  • Achieved a first-call resolution rate exceeding 46%.
  • Addressed customer inquiries for complex QuickBooks.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and forums.

Summaries

  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Extensive experience with Oracle High Availability environments, implementation, and management as a network administrator.
  • Within Computers Hardware, senior Support Specialist and outstanding performer in team leadership and stakeholder engagement.
  • Strengths in client relations and cross-functional collaboration backed up by Computers Hardware training.
  • Looking for a leadership position at a process engineering firm to help them implement Lean concepts and processes.
  • Passionate about risk assessment and eager to contribute to the field's knowledge base.
  • SAP expert and Jira user.
  • Support Specialist with 3 years of successful workflow optimization and performance reporting experience.
  • Support Specialist with a 7-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Subject Matter Expert in SAP with a proven track record as a sharp technologist who can collaborate with others to find solutions.

Accomplishments

  • Led a team of 13 support reps to reduce ticket backlog by 69% within several months while maintaining SLA compliance.
  • Managed 10 high-priority customer escalations with a 60% success rate in restoring full functionality within two years.
  • Network Security: Updated network systems to support confidential company operations and eliminate hacking ability.
  • Installation: Installed appropriate security patches to dissolve security vulnerabilities.
  • Handled critical incidents during off-peak hours, ensuring system stability and reducing the mean time to resolution (MTTR) by 68%.
  • Network Security: Updated network systems to support confidential company operations and eliminate hacking.
  • Method Created and drove infrastructure migration strategy to begin transformation of SSIT from a legacy client-server workshop to a modern business-aligned operation built upon enterprise architecture best practices.
  • Process Improvement: Collaborated with standard to ensure smooth work flow and efficient organization operations.
  • Collaborated with engineering teams to identify root-causes in Microsoft Excel, reducing recurring tickets by 40% year-over-year.
  • Collaborated with team of 17 in the development of framework.

Affiliations

  • Certified Information Systems Auditor (CISA)
  • Association of Information Technology Professionals
  • Project Management Institute
  • Advanced Conflict Resolution Skills Bootcamp
  • National Association of Technical Support Specialists (NATSS)
  • American Marketing Association
  • Help Desk Institute (HDI) Certification Program
  • ITIL Foundation Certification in IT Service Management
  • American Medical Informatics Association
  • Global Support and Technical Services Coalition

Certifications

  • CCIP Service Provider
  • Six Sigma Yellow Belt certification
  • Association for Project Management (APM)
  • Certified Business Intelligence Professional (CBIP)
  • CompTIA Project+
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Troubleshooting Professional (CTP)
  • Project Management Professional certification
  • Astaro Certified Expert (ACE)
  • Red Hat Certified Engineer (RHCE)

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