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Skills

  • Software diagnosis
  • Staff education and training
  • ITIL Framework Familiarity
  • Budgets
  • Client relationship management
  • Communications
  • Operational improvement
  • Technical troubleshooting
  • Customer service
  • Business operations

Work Experiences

  • Automated repetitive manual update deployments.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Collaborated with cross-functional teams.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Analyzed client satisfaction metrics.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 9 new accounts.
  • Contributed directly to the client's ROI.
  • Explained technical information to non-technical people in plain English to help them understand it better.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Achieved a 51% reduction in client wait times.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 83% increase in overall resolution time.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Within Computers Software, senior Client Technical Support Associate and outstanding performer in client relations and team leadership.
  • Excellent Client Technical Support Associate with 8 years of experience providing exceptional support to users at all levels.
  • Achieved a 55% improvement in first-call resolutions.
  • Enhances system performance by analyzing and correcting various hardware and software issues.

Accomplishments

  • Collaborated with sales to provide technical support during product demos, contributing to 9 new deals amounting to $4 in revenue.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Handled complex customer-facing technical concerns, with a focus on minimizing escalations and improving hand-off across multiple technical resources.
  • Received Top Performer for securing the highest client satisfaction score in 2017 across all customer support teams.
  • Managed troubleshooting of escalated problems for Adobe Creative Suite, achieving a 65% improvement in client downtime among key clients.
  • Conducted remote desktop troubleshooting using Microsoft Excel on critical client issues, reducing average downtime by 11 minutes.
  • Led the implementation of a cloud migration strategy for 3 clients, ensuring minimal downtime and no loss of critical data.
  • Provided expert-level cloud support for QuickBooks, helping to resolve 4 client issues in a timely manner.
  • Led the deployment of Microsoft Excel, ensuring full integration with existing infrastructure and reducing service disruptions by 51%.
  • Trained new support staff on troubleshooting techniques and technology usage to improve ticket handling efficiency by 32%.

Affiliations

  • Customer Service and Technical Support Forum (CSTSF)
  • Jaycees
  • Association of Support Professionals (ASP)
  • Help Desk Institute (HDI)
  • Association for Computing Machinery
  • Technical Support Community of Practice
  • American Medical Informatics Association
  • Association for Software Testing (AST)
  • Global Association for Quality Management (GAQM)
  • Service Desk Institute (SDI)

Certifications

  • HDI Support Center Manager (SCM)
  • Microsoft Certified Systems Engineer (MCSE)
  • ServiceNow Certified System Administrator
  • Certified Public Accountant (CPA)
  • Microsoft Certified: Windows Virtual Desktop Specialty
  • Cisco Certified Network Associate Security (CCNA Security)
  • Customer Service and Support Manager (CSSM) Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Salesforce
  • Certified Ethical Hacker (CEH)

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