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Skills

  • Deployment of Adobe Creative Suite Support Tools
  • Regulatory compliance
  • MS Office
  • Incident prioritization and resource allocation
  • Incident Tracking via method
  • Customer service
  • Multilingual Customer Support (metric/initiative)
  • Customer service expert
  • Framework equipment
  • Team management

Work Experiences

  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Assisted in post-sales technical support of Microsoft Excel.
  • Achieved a PMP in Microsoft Excel, which enhanced technical expertise and improved customer-facing support solutions.
  • Acted as liaison between technical developers and non-technical clients.
  • Used vendor management and strategic planning to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Assisted in the post-sales technical support of HubSpot across multiple regions, reducing customer churn by 42%.
  • Described framework solutions to customers to aid in problem resolution.
  • Collaborated with development and QA teams to quickly resolve bugs reported by customers, dropping critical issue resolution time by 76%.
  • Awarded Employee of the Year.
  • Collaborated with cross-functional teams.

Summaries

  • Competent Associate Support Consultant with experience assisting procedure users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Achieved a 61% boost in CSAT scores.
  • Associate Support Consultant is a multi-talented Associate Support Consultant who is consistently rewarded for planning and operational improvements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • QuickBooks expert and Microsoft Excel user.
  • Associate Support Consultant with 3 years of experience.
  • Promotes process improvement and project management skills that are dynamic.
  • Achieved a 49% increase in user adoption.
  • Excellent stakeholder engagement and team leadership knowledge.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supported global teams by analyzing incident reports and optimizing workflows to meet 18 months SLA requirements.
  • Facilitated over 6 live troubleshooting sessions, contributing to an overall customer satisfaction rate of 79%.
  • Reduced system downtime for 12 users by implementing early issue-detection protocols.
  • Introduced a Workday-based monitoring solution that significantly reduced downtime by 72%.
  • Reduced customer issue resolution time by 67% through optimization of diagnostic protocols.
  • Executed database migration project for HubSpot, minimizing service disruption and ensuring 100% SLA compliance.
  • Collaborated with team of 11 in the development of process.
  • Resolved product issue through consumer testing.
  • Contributed to a 63% enhancement of knowledge base resources, minimizing escalations by 44%.

Affiliations

  • Member of the Digital Experience Support Group (DXSG), focusing on user-centric analytics for improving ticket-handling processes.
  • Completed 2015 training for the CompTIA A+ Certification for foundational IT and tech support proficiency.
  • Certified Specialist in Advanced Systems Diagnostics from Meridian, boosting expertise in performance analysis for enterprise systems.
  • American Society of Safety Professionals
  • Association for Computing Machinery
  • Certificate in Systems Monitoring and Alert Management from Summit Group, focusing on effective strategies for reducing monitoring alert fatigue.
  • Member of the Association of Support Professionals (ASP), attending annual conferences to stay current on best practices in customer support.
  • American Medical Informatics Association
  • Member of National Information Technology Professional Association (NITPA), with a focus on enhancing technical diagnostic and troubleshooting skills.
  • Jaycees

Certifications

  • ServiceNow Certified System Administrator
  • Oracle Cloud Infrastructure Foundations Associate
  • HubSpot Service Hub Software Certification
  • Microsoft Certified: Azure Fundamentals
  • Salesforce
  • First Aid/CPR Certified
  • Certified Technical Support Analyst (CTSA) by UST Global
  • Microsoft Certified: Dynamics 365 Fundamentals (CRM)
  • Cisco Certified Internetwork Expert (CCIE)
  • Salesforce Certified Administrator

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