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Skills

  • Client-facing technical support for enterprise accounts
  • Customer service excellence awards
  • Customer support needs assessment
  • Cloud-based platform support (vendor management)
  • First Aid/CPR
  • HubSpot expert
  • Troubleshooting proficiency
  • Security systems
  • Relationship development
  • Communications

Work Experiences

  • Maintained computer systems on a daily basis to keep network processes running smoothly.
  • Kept track of IT supplies inventory by checking levels on a two years basis.
  • Authored technical troubleshooting guides for end-users, reducing technician intervention rates by 76% over 10-month period.
  • Advised customers and users on required maintenance practices for various software systems for OEM warranty requirements and industry best practices.
  • Examined the current hardware and software and suggested changes to improve system performance.
  • Collaborated with engineering on patch deployment.
  • Contributed to a 42% improvement in team efficiency.
  • Collaborated directly with engineering on patch deployment, leading to 8 critical bug resolutions in 2019 and improving product stability by 60%.
  • Collaborated with the Customer Success team to provide seamless onboarding and technical assistance, driving client retention by 51%.
  • Authored technical troubleshooting guides for end-users.

Summaries

  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Talented program Support Engineer with a track record of positively impacting budget management through the application of abilities, drive, and technical skills.
  • Budget management Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Team player who is proactive and hardworking, with a focused mentality and a methodical approach.
  • Computers Software student seeking hands-on experience through an internship in stakeholder engagement.
  • Tableau and Microsoft Excel are two of my strongest skills.
  • Six Sigma and Scrum Master are her areas of expertise.
  • Strong technical skills and experience in vendor management.
  • Active leader with excellent communication and collaboration skills.
  • Complicated concepts must be communicated in a clear and concise manner.

Accomplishments

  • Trained 2 new technical support agents on Workday, increasing team productivity by 15% within 6 months.
  • Mentored junior support agents, improving overall team proficiency by 19% and supporting an average 14 cases per day.
  • Implemented a user-friendly onboarding process for new clients, enhancing their initial experience and contributing to 56% better retention.
  • Implemented new team KPIs and performance metrics, resulting in a reduction of response times by 64% and a 74% drop in escalations in 2019.
  • Proactively monitored Adobe Creative Suite systems, reducing downtime by 75% and preempting 18 system crashes averted by early detection.
  • Successfully managed 13 high-severity incidents in the past year, achieving a 41% faster resolution compared to previous performance.
  • Successfully migrated 14 clients from legacy systems to updated solutions, simultaneously improving service scalability.
  • Created a workflow automation within the helpdesk system, decreasing time-to-resolution by 82% for commonly reported issues.
  • Analyzed customer feedback data and presented actionable insights that led to a 29% improvement in service response quality over two years.
  • Ensured compliance with industry regulations during ServiceNow deployments, reducing compliance-related issues by 36%.

Affiliations

  • Member of the Performance-Based Service Center (PBSC) focusing on metrics-driven leadership
  • Underwent advanced training in customer complaint resolution offered by the International Association of IT Service Managers (IAITSM)
  • Certified Practitioner in IT Support from the Customer Contact Industry Association (CCIA)
  • Advisory board member for customer resolution initiatives affiliated with the IT Service and Support Managers Forum (ITSSMF)
  • Alumni of the Tech Support Leadership Development Program, specializing in KPI improvement and operational strategies
  • 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
  • Member of the Global Leadership Development Program for Technical Support Managers by Global IT Management Association (GITMA)
  • Volunteer contributor to the Association of Support Professionals’ (ASP) research on benchmarking technical support teams
  • Earned certification in Customer Experience Excellence (CXE) from Customer Service University (CSU)

Certifications

  • CompTIA A+ Certification
  • ITIL Foundation Certificate in IT Service Management
  • Certified ScrumMaster (CSM)
  • Oracle Cloud Infrastructure Foundations Associate
  • Certified Kubernetes Administrator (CKA)
  • Microsoft Office Specialist (MOS)
  • ServSafe
  • HDI Support Center Team Lead
  • First Aid/CPR
  • Microsoft Certified: Azure Administrator Associate

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