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Skills

  • Computer maintenance
  • MS Office
  • Program debugging
  • Operational improvement
  • Collaboration with product development teams to resolve issues
  • First Aid/CPR
  • Bilingual or Multilingual Support (Japanese)
  • Ability to interpret and act upon complex data sets
  • Problem resolution
  • Call center experience

Work Experiences

  • Achieved certification by 2018.
  • Coached junior analysts on advanced techniques in technical troubleshooting and customer service, improving team accuracy by 29%.
  • Used metric and system techniques to perform routine server and system maintenance, ensuring that networks remained fully operational during peak periods.
  • Aligned ticketing with business strategy.
  • Researched, documented, and escalated support cases to higher levels of support when I was unable to resolve issues using available resources.
  • Advised customers and users on required maintenance practices for various software systems for OEM warranty requirements and industry best practices.
  • Addressed level 1, 2, and 3 support requests.
  • Maintained computer systems on a daily basis to keep network processes running smoothly.
  • Used specialized software to remove malware and viruses from laptops and desktop computers.
  • Achieved improvement within one year.

Summaries

  • Salesforce and ServiceNow are two of my strongest skills.
  • Strategic thinker with expertise in client relations.
  • Quickly assess and resolve a variety of hardware and software issues to restore system functionality.
  • Motivating leader who has built and managed framework teams in the past.
  • Program and category have a proven track record.
  • Lead Technical Support Analyst and team leader with 12 years of experience in framework settings.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Standard Support Engineer with extensive experience in assisting users and troubleshooting issues.
  • Assist end-users with technical issues that are more complex.
  • Results-oriented Computers Software professional with project management, performance reporting, and project management strengths.

Accomplishments

  • Led a team responsible for reducing technical support ticket resolution times by 72%, improving the overall efficiency of the helpdesk by 14 tiers.
  • Worked with human resources to ensure compliance with regulatory standards, preventing potential fines or penalties of approximately $2.
  • Successfully managed escalations for high-impact clients, securing continued partnerships worth over $16 annually.
  • Piloted and scaled a technical support knowledge base that bolstered self-service article usage by 15%, reducing customer dependency on live support.
  • Engineered the deployment of a cloud-based support system that lowered infrastructure costs by 44% while achieving scalability for high-demand periods.
  • Monitored and reported on technical support performance metrics through the integration of metric, leading to data-driven improvements that elevated customer satisfaction by 34%.
  • Designed and successfully implemented ServiceNow, reducing manual troubleshooting efforts by 63%.
  • Supervised multi-tier technical support workflows for 13 backend teams, streamlining escalation processes and improving SLA compliance by 58%.
  • Achieved Innovation Award for consecutively maintaining customer satisfaction levels above 63% during the past year, contributing to client retention.
  • Introduced a mentorship initiative that enabled junior team members to gain proficiency in critical ticket resolution techniques, increasing first-contact resolution rates by 27% within 18 months.

Affiliations

  • Attendee, Annual Google Cloud Support Conference 2023
  • Certified, CompTIA Network+ Certification 2015
  • Member, National Association of IT Professionals (NAITP) Technical Assistance Group
  • Member, Association for Computing Machinery (ACM) Special Interest Group on Software Debugging
  • Gold Member, IT Service Management Forum (itSMF) 2021
  • Certified, ServiceNow System Administrator 2019
  • Lead Mentor, Technical Support Specialist Certification Program at Summit Group
  • Certified, CompTIA Advanced Security Practitioner (CASP+) 2024
  • Member, International Association of Privacy Professionals (IAPP) - 2024
  • Volunteer Organizer, Local Tech Support Group Seminars 2015

Certifications

  • Certified Information Systems Auditor (CISA)
  • ITIL 4 Foundation Certification
  • ISO/IEC 27001 Lead Implementer Certification
  • CompTIA Network+ Certification
  • Association for Project Management (APM)
  • Cisco Certified Internetwork Expert (CCIE)
  • ServiceNow Certified System Administrator
  • CompTIA Security+
  • CompTIA A+ Certification
  • Certified Business Analysis Professional (CBAP)

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