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Skills

  • Invoice generation
  • Cloud-based platform support (vendor management)
  • Team building
  • Call center experience
  • Customer satisfaction improvements through service optimization
  • Hardware upgrades
  • Service desk support
  • Planning and coordination
  • Cross-functional team collaboration
  • Process improvement

Work Experiences

  • Closed 30% of cases within 6 months.
  • Responded to 7 individual tickets to provide Asana and Salesforce end-user support every week.
  • Used Asana, QuickBooks, and SAP to implement system security and data assurance software.
  • Collaborated with the customer success team.
  • Wrote whitepapers, user manuals, implementation documentation, and support base entries, among other technical documents.
  • Achieved a 48% improvement in customer satisfaction surveys.
  • Championed the implementation of a Salesforce support platform, reducing customer response times by 31% and increasing ticket resolution efficiency.
  • Collaborated with the Customer Success team to provide seamless onboarding and technical assistance, driving client retention by 51%.
  • Collaborated directly with engineering on patch deployment, leading to 8 critical bug resolutions in 2019 and improving product stability by 60%.
  • Achieved 76% team adherence to SLA requirements.

Summaries

  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Communicative and team-oriented, with SAP expertise.
  • Expert in procedure with a strong aptitude for optimized and automated.
  • Talented program Support Engineer with a track record of positively impacting budget management through the application of abilities, drive, and technical skills.
  • Lead Technical Support Agent and team leader with 17 years of experience in category settings.
  • Knowledgeable Lead Technical Support Agent with expertise in marketing and program development.
  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • Good troubleshooting, diagnostic, and repair skills, as well as a systematic approach and strong attention to detail.
  • Motivating leader who has built and managed system teams in the past.
  • Lead Technical Support Agent capable of assisting metric users in resolving issues with computer systems, mobile devices, and peripheral equipment.

Accomplishments

  • Managed a global 24/7 technical support team, reducing service outages by 57% and improving team efficiency using Jira.
  • Developed an internal diagnostic framework that decreased troubleshooting time for networking and connectivity issues by 36%, supporting 5 users.
  • Devised a ticket prioritization system that reduced customer wait times by 58%, increasing satisfaction and operational efficiency.
  • Collaborated with managed service providers to optimize cloud infrastructure, achieving 50% reduction in overall system downtime.
  • Initiated development of a formal incident escalation process, reducing time-to-resolution for critical tickets by 15%.
  • Implemented new team KPIs and performance metrics, resulting in a reduction of response times by 64% and a 74% drop in escalations in 2019.
  • Conducted root cause analysis for recurring issues, identifying resolutions that reduced ticket volumes by 26% across method.
  • Successfully introduced cloud-based platform (cross-functional collaboration) support for international customers, contributing to 23% growth in customer retention.
  • Created a workflow automation within the helpdesk system, decreasing time-to-resolution by 82% for commonly reported issues.
  • Mentored junior support agents, improving overall team proficiency by 19% and supporting an average 14 cases per day.

Affiliations

  • Certified as a liaison through the Customer Service Institute of America (CSIA)
  • Active participant in workshops organized by the International Customer Management Institute (ICMI) to improve customer-facing operations
  • Participated in the HDI Conference & Expo, networking with other industry professionals around support leadership
  • Underwent advanced training in customer complaint resolution offered by the International Association of IT Service Managers (IAITSM)
  • Obtained the Microsoft Certified: Modern Desktop Administrator Associate certification to strengthen technical support expertise
  • Member of the Performance-Based Service Center (PBSC) focusing on metrics-driven leadership
  • Affiliated with the Association for Support Professionals (ASP), participating in regional workshops
  • Member of the Service Desk Institute (SDI) with focus on leadership development in technical environments
  • Recipient of the SupportWorld Impact Award for excellence in technical support offered by HDI in 2021
  • Regular contributor to the Global Technology Support Council (GTSC) – focused on incident response and customer satisfaction

Certifications

  • Microsoft Certified: Azure Fundamentals
  • Apple Certified Associate (ACA)
  • Certified Professional in Accessibility Core Competencies (CPACC)
  • Certified Cloud Security Professional (CCSP)
  • Salesforce
  • Certified Support Professional (CSP)
  • Certified DevOps Practitioner
  • Certified Kubernetes Administrator (CKA)
  • First Aid/CPR
  • Certified in the Governance of Enterprise IT (CGEIT)

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