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Skills

  • Automation of Support Processes
  • Business operations
  • API integration and troubleshooting
  • Staff education and training
  • Client relationship management
  • Organization
  • Critical systems failure response
  • Project organization
  • Root cause analysis
  • Software diagnosis

Work Experiences

  • Aligned products with unique customer needs.
  • Achieved a customer satisfaction score consistently above 54%.
  • Achieved a 49% reduction in troubleshooting tickets.
  • Analyzed case data and presented insights during quarterly review meetings, highlighting a 68% improvement in customer ticket closure rates.
  • Achieved a 63% resolution rate.
  • Collaborated with 2-person cross-functional teams.
  • Used stakeholder engagement and cross-functional collaboration to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Built automation scripts for ServiceNow integrations, reducing repetitive manual tasks for the engineering team by 40% and improving SLA compliance.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.

Summaries

  • Associate Customer Support Engineer with a 12-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Costs were consistently reduced while profits were increased.
  • OSHA and Six Sigma are proudly certified.
  • Excellent stakeholder engagement and quality assurance knowledge.
  • Addressed high-priority bugs promptly.
  • Associate Customer Support Engineer with expertise in resolving complex tiered support issues for Asana, achieving a 21% success rate in fixing critical bugs.
  • Salesforce expert and Adobe Creative Suite user.
  • Achieved a 50% success rate in fixing critical bugs.
  • Dedicated to learning, growing, and succeeding in Computers Software.

Accomplishments

  • Created and launched a multilingual FAQ and knowledge base, helping to lower global support call volume by 36%.
  • Delivered technical training to 18 clients, enhancing the overall customer experience and improving repeat business by 47%.
  • Implemented customer feedback loops with the development team, leading to 15 new feature additions in Jira.
  • Achieved a 59% increase in first contact resolution (FCR) through effective troubleshooting and detailed knowledge base updates.
  • Reduced customer churn by 79% over one year by identifying product usability roadblocks and coordinating solutions with product engineers.
  • Increased customer onboarding efficiency by 55% through improved implementation guides and personalized training programs.
  • Delivered scalable customer support to global clients, maintaining a Chicago-based hub while expanding to 17 additional regions.
  • Reduced ticket escalation rate by 19% through proactive ticket triaging and streamlined support workflows.
  • Worked within multi-tier systems to streamline escalations, reducing overall issue resolution times by 65%.
  • Drafted and maintained updated technical documentation which contributed to a 78% decrease in common repetitive inquiries.

Affiliations

  • ITIL Practitioner Network
  • Society for Technical Communication (STC)
  • ServiceNow Users' Group
  • Open Source User Group for Jira
  • American Marketing Association
  • CompTIA Association of IT Professionals
  • Customer Support and IT Networking Group
  • Lions Club
  • Partnership for Information and Communication Technology Professionals (PICTP)
  • International Council of Nurses

Certifications

  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • Certified Support Manager (CSM) by Service Strategies
  • Microsoft Certified: Azure Fundamentals
  • Salesforce
  • First Aid/CPR Certified
  • ServSafe
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Technical Trainer (CTT+)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified IT Support Professional (CITSP) by Cedar Works

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