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Skills

  • Communications
  • Agile collaboration with development teams
  • Mac systems
  • Continuous Service Improvement
  • Operational improvement
  • ITSM platform configuration
  • MS Office
  • Process improvement
  • First Aid/CPR
  • Customer satisfaction handling

Work Experiences

  • Worked closely with Asana and Workday users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Assessed and approved system updates.
  • Actively participated in change control boards to assess and approve system updates that minimized user impact and maximized ROI.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Achieved less than 22% downtime for clients.
  • Adhered to SLAs.
  • Analyzed user feedback.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Led a support team that assisted an average of 6 users globally in a 24/7 support environment as a level-three supervisor.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.

Summaries

  • Application Support Consultant is a multi-talented Application Support Consultant who is consistently rewarded for planning and operational improvements.
  • Microsoft Excel expert and Tableau user.
  • Adept at troubleshooting complex technical issues.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Strengths in performance reporting and risk assessment backed up by Computers Software training.
  • Addresses pressing software issues.
  • Lean and PMP are proudly certified.
  • Achieved Employee of the Year for maintaining a 20% customer satisfaction rate.
  • Achieved system downtime reduction by 72%.
  • Adept at leveraging data-driven insights.

Accomplishments

  • Provided Tier-2 technical support for Adobe Creative Suite, successfully closing 12 incidents per month with a 16% customer satisfaction rating.
  • Analyzed failure scenarios and developed mitigations in collaboration with the engineering team, leading to a 62% reduction in incident recovery time for QuickBooks.
  • Worked closely with third-party vendors and service providers to ensure swift resolution of technical issues, improving service uptime by 46%.
  • Automated recurring service desk tasks using Adobe Creative Suite, contributing to a 43% reduction in manual effort.
  • Analyzed and optimized complex SQL queries on procedure, ensuring data integrity after system issues.
  • Optimized service request handling workflows which improved turnaround time by 40% via automation in QuickBooks.
  • Collaborated on the implementation of self-service customer support, resulting in 66% decrease in support tickets by enabling end-user independence.
  • Aids in developing and maintaining KPI tracking dashboards, improving service performance transparency by 84%.
  • Analyzed customer usage reports and provided tailored improvement recommendations, reducing escalations by 27% in 6 months.
  • Implemented real-time monitoring tools for Salesforce, reducing response time to major incidents by 85% in 2017.

Affiliations

  • Certified Support Manager (CSM) - Learned leadership and advanced technical support strategies for improved team operations.
  • Society of Human Resource Management
  • Project Management Institute
  • International Council of Nurses
  • American Marketing Association
  • Association for Computing Machinery
  • Certified Application Specialist (CAS) - Demonstrated expertise in a specific industry software, improving tailored customer support.
  • Certified Technology Specialist (CTS) - Applied systematic approaches to managing and supporting complex application structures.
  • Association of Information Technology Professionals
  • IT Service Management Forum (itSMF) - Engaged in workshops and webinars on advancing service desk and application support practices.

Certifications

  • ServiceNow IT Operations Management (ITOM) Professional Certification
  • Microsoft Certified Power Apps + Dynamics 365 Developer
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google Cloud Professional Cloud Architect Certification
  • Oracle Certified Professional, Java SE 11 Developer
  • Microsoft Certified: Dynamics 365 Fundamentals
  • Apple Certified Associate (ACA)
  • Professional Scrum Master (PSM I)
  • HDA Support Center Analyst (HDI-SCA)
  • Amazon Web Services (AWS) Certified Solutions Architect

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