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Skills

  • Metric equipment
  • Data recovery
  • Root cause analysis
  • Time management
  • Business operations
  • Data privacy and security compliance
  • Live chat support
  • Incident Management
  • Regulatory compliance
  • Accountability for issue escalation

Work Experiences

  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Configured method systems.
  • Described metric solutions to customers to aid in problem resolution.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Assisted in onboarding technical staff by outlining support workflows and walking through live troubleshooting scenarios, shortening onboarding times by the past year.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Collaborated with Tier-2 support engineers.
  • Achieved faster resolution of critical technical issues by 54%.
  • Achieved a first-call resolution rate of 16%.
  • Addressed category.

Summaries

  • Specializes in program and framework product troubleshooting.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished Inbound Technical Support Agent adept in root-cause analysis, helping resolve recurring technical issues and expedite patch rollouts with engineering.
  • Achieved a 98% on-time resolution rate.
  • Competent Inbound Technical Support Agent with experience assisting program users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Certified in Power BI, offering advanced diagnostic capabilities for complex Adobe Creative Suite-related issues, reducing overall service downtime for users.
  • Lean and PMP are proudly certified.
  • Within Computers Software, senior Inbound Technical Support Agent and outstanding performer in team leadership and budget management.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.

Accomplishments

  • Developed an effective feedback loop with the product development team, resulting in feature updates based on customer-reported issues.
  • Developed troubleshooting guides and FAQ documents, saving over 5 hours in troubleshooting time per month for the technical support team.
  • Reduced system downtime by 18% through accurate diagnosis and timely intervention of Power BI issues.
  • Coordinated with external vendors to swiftly address hardware malfunctions, reducing downtime by 24% and increasing system availability.
  • Enhanced the use of diagnostic tools, cutting average resolution time by 17% across product.
  • Proactively identified and reported recurring defects in Jira, leading to a permanent fix and enhancing product stability for 71% of end-users.
  • Provided technical training to non-technical teams, increasing their proficiency in resolving basic issues, reducing dependency on IT support by 48%.
  • Utilized remote access tools to diagnose and troubleshoot Asana-related issues for over 13 customers per week.
  • Reduced the need for escalations by 45% by resolving low to mid-level technical issues at the first point of contact.
  • Developed and launched a knowledge base that reduced repetitive support requests by 70% within the past year.

Affiliations

  • Affinity Group Member: IT and Technical Services Meridian
  • Society of Women Engineers
  • Freemason
  • Active Member of the Incident Response Community Network
  • CompTIA IT Operations Specialist (CIOS)
  • Project Management Institute
  • Information Support Analyst in Technology Solutions Group
  • Society of Human Resource Management
  • Lions Club
  • American Society of Safety Professionals

Certifications

  • First Aid/CPR Certified
  • Certified Support Desk Manager (CSDM) from HDI
  • Microsoft Certified: Security Operations Analyst
  • KCS Certification (Knowledge-Centered Service) from HDI
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Cisco Network Administrator (CCNA)
  • Google Certified Professional Cloud Architect
  • CompTIA Network+ Certification
  • Apple Certified Support Professional (ACSP)
  • Advanced Troubleshooting Techniques on Adobe Creative Suite Certification by metric

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