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Skills

  • Technical documents comprehension
  • End-to-end solution deployment
  • Advanced troubleshooting
  • Cybersecurity threat mitigation
  • Cloud infrastructure support (method)
  • Technical issues analysis
  • Customer satisfaction improvement strategies
  • Call handling time efficiency
  • Staff education and training
  • Disaster Recovery Planning

Work Experiences

  • Achieved 41% utilization improvement.
  • Achieved Employee of the Year for exceptional customer support.
  • Championed cross-departmental communication.
  • Collaborated with third-party vendors during high-severity incidents, expediting issue resolution and saving an estimated $8 in lost revenue.
  • 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.
  • Assisted business development and sales leaders by educating end users on technical systems.
  • Achieved zero unplanned downtime.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Created detailed and replicable troubleshooting documentation, increasing efficiency for support reps handling Adobe Creative Suite issues.
  • Led a support team that assisted an average of 3 users globally in a 24/7 support environment as a level-three supervisor.

Summaries

  • Effectively troubleshoots and resolves issues on its own.
  • 12 years of experience in providing exceptional technical support for SAP.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Advanced Technical Support Specialist is a multi-talented Advanced Technical Support Specialist who is consistently rewarded for planning and operational improvements.
  • Achieved a 44% reduction in call times.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Advanced Technical Support Specialist with 14 years of successful risk assessment and data analysis experience.
  • Costs were consistently reduced while profits were increased.
  • Scrum Master and ITIL are proudly certified.
  • Subject matter expert on Microsoft Excel with exceptional skills and knowledge in cross-functional collaboration.

Accomplishments

  • Collaborated with cross-functional teams to upgrade protection systems, preventing 15 system breaches and ensuring network uptime during several months.
  • Successfully mentored a team of 16 junior engineers, empowering them to independently resolve tier 2 and 3 escalations and handle 35% more service requests.
  • Led a migration of Asana updates, minimizing customer disruption and reporting 10% fewer post-migration issues than planned.
  • Successfully reduced call handling times by 65% through the implementation of streamlined troubleshooting protocols and scripting automation (Portuguese).
  • Coached junior technicians on advanced troubleshooting techniques, which resulted in a 24% increase in department productivity.
  • Collaborated with R&D to provide real-time troubleshooting feedback on Microsoft Excel, leading to 6 successful updates and improved performance post-launch.
  • Completed root cause analysis of Adobe Creative Suite failures, preventing costly downtime and increasing the company’s operational efficiency by 12 hours per week.
  • Consistently maintained 25% SLA compliance by expediting escalation processes and coordinating efficiently across multiple departments.
  • Championed a 75% increase in SLA compliance by introducing automatic tier 3 escalation handling and setting up priority triggers.
  • Designed advanced automation scripts in standard that slashed customer inquiry response times by 57%.

Affiliations

  • Certified Microsoft Technology Associate (MTA) – 2016
  • American Society of Safety Professionals
  • Affiliate, Association of Support Professionals
  • Certified Information Systems Security Professional (CISSP) - 2018
  • Affiliate, National Information Security Group (NAISG)
  • Affiliate, International Association of Computer Science and Information Technology (IACSIT)
  • Society of Women Engineers
  • International Association of Administrative Professionals
  • Certified Technology Specialist (CTS) – procedure
  • American Marketing Association

Certifications

  • Certified in Risk and Information Systems Control (CRISC)
  • Jira Advanced Project Management Certification
  • VMware Certified Technical Associate (VCTA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Salesforce
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Network+
  • Microsoft Certified: Azure Fundamentals
  • Certified Public Accountant (CPA)
  • Google Cloud Certified - Professional Cloud Network Engineer

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