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Skills

  • Project organization
  • Relationship development
  • Change management for technical teams
  • Desktop support
  • Team management
  • Internal Documentation Creation
  • Client interaction and communication
  • Process improvement
  • Staff education and training
  • Budgets

Work Experiences

  • Assisted in a major system upgrade.
  • Achieved a 68% decrease in escalated tickets.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Acted as a subject matter expert for Power BI.
  • Collaborated with cross-functional teams, including development and network engineers, to identify and resolve recurring issues in a timely manner, reducing incident volume by 76% within one year.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Addressed high-priority system vulnerabilities.
  • Increased company revenue by 11% beyond three years targets by upselling products and services.

Summaries

  • Accomplished Advanced Technical Support Engineer.
  • Accomplished Technical Support Engineer.
  • Costs were consistently reduced while profits were increased.
  • Strengths in process improvement and project management backed up by Computers Software training.
  • Achieved a 29% reduction in high-priority escalations.
  • Advanced Technical Support Engineer with a successful track record of resolving critical technical issues within 6 months, achieving 71% system uptime and earning Top Performer. Skilled in cross-functional collaboration and incident management.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Specializes in process and framework product troubleshooting.
  • Accomplished Technical Support Engineer with strong expertise in complex troubleshooting and system maintenance. Maintained initiative% uptime over several months and earned recognition for ensuring operational continuity.
  • Advanced Technical Support Engineer with a 15-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.

Accomplishments

  • Provided subject matter expertise for escalated issues, resulting in faster time to resolution and 81% fewer escalations.
  • Compiled monthly support performance reports, identifying trends that contributed to a 36% reduction in recurring issues.
  • During two years, developed and rolled out project management, cutting ticket response times by 31% and improving overall SLA adherence.
  • Worked closely with account managers, improving seamless communication and reducing ticket reopen rate by 25%.
  • Monitored and maintained Salesforce systems for 11 clients, ensuring 99% uptime over the course of 18 months.
  • Deployed proactive issue detection mechanisms, contributing to a 55% reduction in total downtime.
  • Developed and executed advanced troubleshooting workflows, resolving 5 high-priority issues per month on average.
  • Developed and implemented real-time monitoring alerts, detecting and resolving outages faster, leading to a 32% improvement in system availability.
  • Collaborated with team of 2 in the development of procedure.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Certified Software Quality Engineer (CSQE) Network
  • The Open Group ArchiMate Forum
  • Cloud Security Alliance (CSA)
  • Jaycees
  • Society of Human Resource Management
  • Project Management Institute
  • Association for Support Professionals (ASP)
  • International Association of Engineers (IAENG)
  • Reliability-centered Maintenance (RCM) Professionals Network
  • International Council of Nurses

Certifications

  • Google Cloud Associate Cloud Engineer
  • CompTIA A+ Technician
  • CompTIA Network+
  • Certified Kubernetes Administrator (CKA)
  • SHRM Certified Professional (SHRM-CP)
  • Salesforce
  • ServSafe
  • CompTIA Security+
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Certified Information Systems Auditor (CISA)

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