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Skills

  • Application support
  • Budgets
  • Hardware diagnostics
  • Time management
  • Technical documents comprehension
  • Interpersonal communication
  • Live chat support
  • Active listening
  • Customer service
  • Cross-functional collaboration

Work Experiences

  • Achieved faster diagnosis of complex issues.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Achieved faster problem identification.
  • Achieved highest ratings in Phoenix region.
  • Addressed commonly reported issues.
  • Communicated effectively with non-technical users.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Addressed complex network-related issues, including configurations for framework systems, in under the past year.
  • Affected Jira updates.
  • Analyzed support ticket trends.

Summaries

  • Adept at providing real-time solutions.
  • Adaptable technical support expert.
  • Collaborative team player skilled in cross-functional problem-solving, working with Tier-2 and development teams to resolve high-priority incidents 35% faster.
  • Certified in QuickBooks.
  • Certified in Power BI, offering advanced diagnostic capabilities for complex Adobe Creative Suite-related issues, reducing overall service downtime for users.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Adaptable technical support expert with skills in CRM management, ensuring thorough customer interactions and enhancing overall issue resolution processes.
  • Promotes quality assurance and client relations skills that are dynamic.
  • Achieved a 98% on-time resolution rate.
  • Collaborative team player.

Accomplishments

  • Led the initiative to implement proactive monitoring, detecting and resolving potential issues before user incidents occurred in Jira.
  • Maintained up-to-date knowledge of Computers Software advancements, integrating new methodologies that led to 33% improvement in service quality in 2023.
  • Coordinated with external vendors to swiftly address hardware malfunctions, reducing downtime by 24% and increasing system availability.
  • Managed incoming technical support requests via multiple channels, ensuring consistent service delivery and maintaining a 60% customer retention rate.
  • Proactively identified and reported recurring defects in Jira, leading to a permanent fix and enhancing product stability for 71% of end-users.
  • Created a comprehensive knowledge-sharing platform that reduced knowledge gaps among finance and increased first-call resolution by 76%.
  • Documented and resolved category which led to standard.
  • Enhanced the use of diagnostic tools, cutting average resolution time by 17% across product.
  • Designed and implemented remote training sessions, allowing users to self-resolve common issues, reducing the overall call volume by 80%.
  • Collaborated with team of 7 in the development of procedure.

Affiliations

  • American Medical Informatics Association
  • Microsoft Certified: Azure Fundamentals
  • American Marketing Association
  • Freemason
  • Society of Technical Support Engineers
  • Certified Network Support Technician (CompTIA Network+)
  • American Society of Safety Professionals
  • Rotary International
  • Project Management Institute
  • Association of Information Technology Support Professionals

Certifications

  • Apple Certified Associate (ACA)
  • Remote Work Certified by Cedar Works
  • CompTIA Network+ Certification
  • Certified Linux Administrator (CLA)
  • Certified Public Accountant (CPA)
  • Google Certified Associate Cloud Engineer
  • ITIL Foundation Certification in IT Service Management
  • ServiceNow Certified System Administrator
  • Certified Technical Support Specialist (CTSS) by Ironclad Systems
  • Advanced Troubleshooting Techniques on Adobe Creative Suite Certification by metric

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