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Skills

  • Application installations
  • Organization
  • Active systems monitoring during live operations
  • Problem resolution
  • Client onboarding training
  • Service desk support
  • Automated task scripting
  • MS Office
  • Hardware diagnosis
  • Collaborative problem-solving with development teams

Work Experiences

  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.
  • Actively monitored product performance on live systems in method, significantly reducing reported issues and improving stability.
  • Consistently responded to customer service emails within the standard window for optimal response.
  • Achieved a 95% first-contact resolution rate.
  • Adhered to SLA guidelines.
  • Contributed to the successful close of $16 deals.
  • Assisted in the roll-out of Workday system.
  • Analyzed recurring issues and implemented automation for repetitive tasks, reducing support requests by 36% over 2024.
  • Conducted system-wide health checks.
  • Used initiative and method techniques to perform routine server and system maintenance, ensuring that networks remained fully operational during peak periods.

Summaries

  • Looking forward to taking on a new challenge with a successful team.
  • Associate Technical Support Engineer is a hardworking and dependable Associate Technical Support Engineer who excels at cross-functional collaboration and data analysis.
  • Lean and PMP are her areas of expertise.
  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Ability to recognize process issues and integrate initiative solutions to achieve metric.
  • Proficient in promoting framework by leveraging risk assessment and stakeholder engagement knowledge.
  • Associate Technical Support Engineer capable of assisting system users in resolving issues with computer systems, mobile devices, and peripheral equipment.
  • Assist end-users with technical issues that are more complex.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.

Accomplishments

  • Generated detailed procedure manuals that cut onboarding time for new associate engineers by 66%.
  • Championed a knowledge transfer program that empowered non-technical teams to resolve Level 1 issues, reducing average ticket volume by 79%.
  • Created and maintained a knowledge base for internal use, contributing to a 50% faster resolution of frequently encountered issues.
  • Updated diagnostic tools for cross-platform compatibility, broadening product reach to 4 new customer types/locales.
  • Utilized advanced networking knowledge to quarterback resolution of distributed system errors for customers, ensuring 79% uptime amidst maintenance cycles.
  • Proactively updated internal systems documentation around troubleshooting techniques, contributing to 82% faster issue resolution management.
  • Automated vendor management that reduced manual troubleshooting involvement by 76% and minimized support time for common issues.
  • Integrated a real-time monitoring alert system that reduced mean time to resolution (MTTR) by 20%.
  • Negotiated with external vendors to implement hardware solutions that stabilized client systems, saving the company $2 in unnecessary infrastructure costs.
  • Received 'Outstanding Service Award' for outstanding customer service and technical solution contributions to metric performance upgrades.

Affiliations

  • Volunteer, program Tech Support Meetups and User Groups
  • Member, International Association of Accessibility Professionals (IAAP)
  • Participant, Coursera Advanced Technical Support Workshop in Workday – 2018
  • Member, International IT Service Management Forum (ITSMF), Active Since 2020
  • IT Project Manager Certification, program, Earned 2018
  • Member, Systems Administration Networking Association (SANA)
  • Certified Help Desk Professional (CDHP) holder, HDI 2024
  • Contributor to Open Source Projects on GitHub related to Power BI
  • Certified Customer Support Specialist (CSS) from Support Driven
  • Mentor, Support Driven Peer Mentorship Program for New Engineers

Certifications

  • CompTIA Security+
  • First Aid/CPR
  • HDI Support Center Analyst Certification
  • Palo Alto Networks Certified Cybersecurity Associate (PCCSA)
  • Association for Project Management (APM)
  • Certified ScrumMaster (CSM)
  • Amazon Web Services (AWS) Certified Solutions Architect
  • Certified DevOps Engineer - Professional - initiative
  • Certified Support Specialist (CSS) – Ironclad Systems
  • Google Certified Professional Cloud Architect

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