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Skills

  • DevOps
  • Customer satisfaction (> 41%)
  • Software diagnosis
  • Application support
  • Mac systems
  • Data entry
  • Global escalation protocol implementation
  • Cloud platform support (AWS, Azure, GCP)
  • Customer churn reduction strategies
  • IT Infrastructure Planning

Work Experiences

  • Conducted product evaluations.
  • Achieved a 60% reduction in support calls related to hardware failures.
  • Boosted customer satisfaction.
  • Used quality assurance and process improvement to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Collaborated with cross-functional teams.
  • Kept track of running systems and entered commands to troubleshoot issues like system and process.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Conducted product evaluations to provide valuable insights during the launch of the Salesforce, leading to a 78% decrease in initial support tickets.

Summaries

  • Excellent Lead Technical Support Engineer with 11 years of experience providing exceptional support to users at all levels.
  • Achieved a 79% growth in team performance.
  • Lead Technical Support Engineer with 18 years of successful project management and stakeholder engagement experience.
  • Achieved a 39% increase in resolved tickets.
  • Accomplished in proactive system monitoring, driving a 71% increase in system uptime through the development and implementation of advanced troubleshooting tools.
  • ITIL and Six Sigma are proudly certified.
  • Within Computers Software, senior Lead Technical Support Engineer and outstanding performer in team leadership and client relations.
  • Costs were consistently reduced while profits were increased.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Accomplished in proactive system monitoring.

Accomplishments

  • Collaborated with cross-functional teams to address security vulnerabilities, reducing potential security risks by 23%.
  • Analyzed technical support trends to develop training programs that improved team performance, cutting training time by 79% hours.
  • Collaborated with product engineering teams to improve system stability and reduced post-release incidents by 26%, increasing customer satisfaction rates.
  • Documented over 3 best-practice guidelines for the technical support team, reducing onboarding time for new hires by 45% weeks.
  • Created self-service troubleshooting content for customers, reducing inbound queries by 64%, increasing customer self-sufficiency.
  • Reduced customer escalations by 28% by implementing a refined escalation protocol and enhancing communication between support and development teams.
  • Integrated process with existing support framework, optimizing workflow and reducing ticket time-to-close by 59% minutes.
  • Designed and deployed automated diagnostics tools that reduced ticket handling time per incident by 63%.
  • Resolved over 7 customer cases monthly across ServiceNow, achieving a first-contact resolution rate over 85%.
  • Reduced technical support backlog by 13% through enhanced prioritization and workflow automation.

Affiliations

  • International Association of Privacy Professionals (IAPP)
  • International Council of Nurses
  • Information Technology Infrastructure Library (ITIL) Certification
  • Rotary International
  • Certified Ethical Hacker (CEH)
  • Project Management Institute
  • Association for Computing Machinery
  • Lions Club
  • Mobile Support Advisory Council
  • Certified Leader in Service Management (CLSM)

Certifications

  • Microsoft Certified: Azure Solutions Architect Expert
  • SAFe 5 Practitioner Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Customer Service Manager (CCSM)
  • HDI Technical Support Professional
  • Cisco Certified Network Professional (CCNP)
  • VMware Certified Professional (VCP)
  • Linux Professional Institute Certification (LPIC-1)
  • Google Cloud Professional Cloud Architect
  • Certified Public Accountant (CPA)

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