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Skills

  • Feature requests presenting to product teams
  • Advanced usage of diagnostic tools (Jira)
  • Customer knowledge base contribution
  • Data recovery
  • Change management for technical teams
  • Technical documents comprehension
  • TCP/IP
  • Operational improvement
  • Customer satisfaction improvement
  • Customer service

Work Experiences

  • Addressed trends for customer solutions.
  • 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.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Achieved zero downtime during migration.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 2 new accounts.
  • Acted as a key point of contact for escalated clients, resolving high-impact issues and recovering $156,000 in revenue by reducing downtime.
  • Applied expertise to solve cutting-edge issues.
  • Achieved a 56% improvement in hardware failure recovery times.
  • Worked closely with Adobe Creative Suite and Power BI users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Acted as a subject matter expert for Power BI.

Summaries

  • Accomplished Advanced Technical Support Engineer.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Achieved timely issue resolution.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Supporting hardware and software issues for process computer systems is a skillful Advanced Technical Support Engineer.
  • Accomplished Technical Support Engineer.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Accomplished Advanced Technical Support Engineer focused on root cause analysis of recurring system issues, driving implementation of long-term fixes that reduced incident recurrence by 82%.
  • Enhances system performance by analyzing and correcting various hardware and software issues.

Accomplishments

  • Reduced high-priority incident processing time by 40% through workflow automation and ticket prioritization.
  • Coordinated with development teams to implement method, reducing support requests related to that feature by 65% following release.
  • Supported annual deployment of Workday across 15 global offices, ensuring system readiness and minimal downtime.
  • Analyzed and identified root causes of system failures, reducing recurring issues by 65% over one year.
  • Developed and executed advanced troubleshooting workflows, resolving 5 high-priority issues per month on average.
  • Compiled monthly support performance reports, identifying trends that contributed to a 36% reduction in recurring issues.
  • Mentored 18 junior engineers, reducing ticket escalations by 64% through collaborative troubleshooting strategies.
  • Worked closely with account managers, improving seamless communication and reducing ticket reopen rate by 25%.
  • Implemented user-friendly documentation for complex technical procedures, reducing unnecessary escalations by 40% in 18 months.
  • Led effort to reduce resolution time by implementing proactive monitoring and alert systems, cutting major incident response time by 26%.

Affiliations

  • International Council on Systems Engineering (INCOSE)
  • Cloud Security Alliance (CSA)
  • Reliability-centered Maintenance (RCM) Professionals Network
  • Association for Supply Chain Management (APICS)
  • International Association of Engineers (IAENG)
  • Help Desk Institute (HDI)
  • Association for Support Professionals (ASP)
  • Oracle Certified Professionals Community
  • National Association of Social Workers
  • IT Service Management Forum (itSMF)

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Apple Certified Associate (ACA)
  • Google Certified Professional Cloud Network Engineer
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified: DevOps Engineer Expert
  • Google Cloud Associate Cloud Engineer
  • ITIL Foundation Certification
  • Palo Alto Networks Certified Network Security Engineer (PCNSE)
  • Certified Infrastructure Architect (CIA)

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