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Skills

  • Advanced troubleshooting for complex technical issues
  • Insurance billing
  • Hardware diagnosis
  • Hardware Configuration
  • Exceptional telephone etiquette
  • Business operations
  • Invoice generation
  • Customer satisfaction improvements through service optimization
  • First Aid/CPR
  • Automation of repetitive tasks through Microsoft Excel

Work Experiences

  • Used method and initiative techniques to perform routine server and system maintenance, ensuring that networks remained fully operational during peak periods.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.
  • Repaired network hardware components such as firewalls, routers, and initiative devices.
  • Used specialized software to remove malware and viruses from laptops and desktop computers.
  • Advised customers and users on required maintenance practices for various software systems for OEM warranty requirements and industry best practices.
  • Responded to 7 individual tickets to provide Asana and Salesforce end-user support every week.
  • Coached and mentored junior team members.
  • Achieved a 51% improvement in overall team speed.
  • Consistently responded to customer service emails within the standard window for optimal response.
  • Used Asana, QuickBooks, and SAP to implement system security and data assurance software.

Summaries

  • OSHA certified
  • Knowledgeable Lead Technical Support Agent with expertise in marketing and program development.
  • Strong technical skills and experience in vendor management.
  • Multilingual and fluent in Portuguese and French, with a strong grasp of cultural differences.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Budget management and cross-functional collaboration abilities are exceptional.
  • Program Support Engineer with extensive experience in assisting users and troubleshooting issues.
  • Lead Technical Support Agent who is dependable and has 3 years of helpdesk experience.
  • Results-oriented Computers Software professional with quality assurance, vendor management, and workflow optimization strengths.
  • Lead Technical Support Agent capable of assisting metric users in resolving issues with computer systems, mobile devices, and peripheral equipment.

Accomplishments

  • Proactively monitored Adobe Creative Suite systems, reducing downtime by 75% and preempting 18 system crashes averted by early detection.
  • Led team through successful ISO/procedure audit, ensuring full compliance and improving company’s standing.
  • Implemented multi-factor authentication procedures for clients, reducing unauthorized access by 39% within three years.
  • Collaborated with managed service providers to optimize cloud infrastructure, achieving 50% reduction in overall system downtime.
  • Facilitated communications between technical and non-technical teams, improving project delivery timelines by 81% over one year.
  • Reduced operating costs by 30% through process optimizations and more precise troubleshooting, without impacting SLA quality.
  • Managed workload distribution across 12 support teams, maintaining service level agreement (SLA) adherence at 84% or better.
  • Trained 2 new technical support agents on Workday, increasing team productivity by 15% within 6 months.
  • Analyzed customer feedback data and presented actionable insights that led to a 29% improvement in service response quality over two years.
  • Mentored junior support agents, improving overall team proficiency by 19% and supporting an average 14 cases per day.

Affiliations

  • Member of the Service Desk Institute (SDI) with focus on leadership development in technical environments
  • Certified in First Call Resolution (FCR) strategies via the International Support Standards Board (ISSB)
  • Certified as a liaison through the Customer Service Institute of America (CSIA)
  • Attendee of the Service Desk and IT Support Show (SITS) for 12 consecutive years
  • Participant in the Support Driven leadership role training program, graduated in 2015
  • Active member of the Information Technology Service Management Forum (itSMF) since 2021
  • Member of the Global Leadership Development Program for Technical Support Managers by Global IT Management Association (GITMA)
  • Member of the Help Desk Institute (HDI) Professional Association
  • Affiliated with the Association for Support Professionals (ASP), participating in regional workshops
  • Regular contributor to the Global Technology Support Council (GTSC) – focused on incident response and customer satisfaction

Certifications

  • Certified in the Governance of Enterprise IT (CGEIT)
  • Certified Customer Service Professional (CCSP)
  • Certified Technical Support Specialist (CTSS)
  • Apple Certified Associate (ACA)
  • ServSafe
  • First Aid/CPR
  • Salesforce
  • Microsoft Certified: Azure Fundamentals
  • Zendesk Support Administrator Certification
  • Certified Professional in Accessibility Core Competencies (CPACC)

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