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Skills

  • Performance optimization
  • First Aid/CPR
  • Operational improvement
  • Cloud infrastructure support (method)
  • Team management
  • Cross-platform systems integration
  • Organization
  • Backup and recovery processes
  • Business operations
  • Advanced troubleshooting

Work Experiences

  • Collaborated with third-party vendors.
  • Achieved 11% reduction in system failure incidents.
  • Assisted in the deployment of Jira solutions at Phoenix, ensuring a seamless transition with zero critical outages.
  • Assisted business development and sales leaders by educating end users on technical systems.
  • Achieved 41% utilization improvement.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 4 new accounts.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Achieved zero unplanned downtime.
  • Created detailed and replicable troubleshooting documentation, increasing efficiency for support reps handling Adobe Creative Suite issues.
  • Achieved results in 2022.

Summaries

  • Excellent Advanced Technical Support Specialist with 9 years of experience providing exceptional support to users at all levels.
  • Expert at interacting with customers by identifying problems and streamlining steps to effectively resolve technical issues.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • ServiceNow expert and Salesforce user.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 44% reduction in call times.
  • Achieved exceptional outcomes in technical enterprise environments.
  • With 4 years of helpdesk and customer service experience, I am a qualified Advanced Technical Support Specialist.
  • Provides Salesforce support in its entirety.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with R&D to provide real-time troubleshooting feedback on Microsoft Excel, leading to 6 successful updates and improved performance post-launch.
  • Resolved product issue through consumer testing.
  • Championed a 75% increase in SLA compliance by introducing automatic tier 3 escalation handling and setting up priority triggers.
  • Collaborated with team of 8 in the development of initiative.
  • Developed and maintained a knowledge base documenting common technical issues that improved issue resolution speed by 66%. The knowledge base was accessed by 11 support technicians daily.
  • Utilized Asana to track real-time network outages, reducing undetected downtimes by 37% and ensuring swift resolutions.
  • Analyzed support ticket trends to proactively update troubleshooting guidelines, leading to a reduction in repeat tickets by 29% over a two years period.
  • Created system diagnostics scripts in procedure to automate error detection, improving the overall efficiency by 49%.
  • Successfully reduced call handling times by 65% through the implementation of streamlined troubleshooting protocols and scripting automation (Portuguese).

Affiliations

  • Member, Society of Information Management (SIM) – procedure
  • Full Member, DevOps Institute – framework
  • Society of Women Engineers
  • Association for Supply Chain Management (APICS)
  • Toastmasters
  • Freemason
  • Certified in Red Hat Certified System Administrator (RHCSA) – 2023
  • Volunteer, IEEE Computer Society – standard
  • Affiliate in Cyber Security for HealthCare Organizations (CSHCO)
  • Affiliate in the Database Administrators Organization (procedure)

Certifications

  • Linux Professional Institute Certification (LPIC-1)
  • Certified Kubernetes Administrator (CKA)
  • Certified Public Accountant
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • VMware Certified Technical Associate (VCTA)
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • Certified Public Accountant (CPA)
  • ServiceNow Certified System Administrator
  • Certified Information Technology Infrastructure Library (ITIL) Expert
  • Google Certified Professional Cloud Architect

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