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Skills

  • Scenario Manual Design
  • Budgets
  • Staff education and training
  • Customer empathy and active listening
  • Communications
  • Relationship development
  • Project organization
  • Automation of repetitive tasks
  • TCP/IP
  • Root cause analysis

Work Experiences

  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Contributed to customer retention improvement by 33% through proactive support and personalized follow-ups on unresolved product tickets.
  • Worked closely with Adobe Creative Suite and Power BI users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Achieved a 60% reduction in support calls related to hardware failures.
  • Advised standard on new product features.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Used quality assurance and process improvement to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Analyzed support issue patterns for insights.
  • Conducted product evaluations.
  • Set up workstations for employees by configuring hardware, devices, and software.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Subject matter expert on Asana with exceptional skills and knowledge in team leadership.
  • Accomplished in designing incident response workflows that reduced downtime by 58% and ensured rapid system recovery during business-critical outages.
  • Promotes cross-functional collaboration and vendor management skills that are dynamic.
  • Achieved a 79% growth in team performance.
  • Excellent Lead Technical Support Engineer with 11 years of experience providing exceptional support to users at all levels.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Achieved full system recovery within three years.

Accomplishments

  • Advised method on impact of hotfix deployment based on real-time support feedback, aiding informed decision-making.
  • Resolved product issue through consumer testing.
  • Resolved over 7 customer cases monthly across ServiceNow, achieving a first-contact resolution rate over 85%.
  • Analyzed technical support trends to develop training programs that improved team performance, cutting training time by 79% hours.
  • Reduced technical support backlog by 13% through enhanced prioritization and workflow automation.
  • Led a 2-member technical support team to exceed SLA response time targets for Salesforce, achieving 80% adherence.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Reduced operational costs by $5 annually by automating budget management, improving efficiency without compromising service quality.
  • Documented over 3 best-practice guidelines for the technical support team, reducing onboarding time for new hires by 45% weeks.
  • Achieved Six Sigma to enhance expertise in system integration and optimization for the support department.

Affiliations

  • Help Desk Institute (HDI)
  • TechSoup – Global IT Solutions and Consulting Group Member
  • Microsoft Certified: Azure Administrator Associate
  • National Association of Social Workers
  • Association for Support Professionals (ASP)
  • CompTIA A+ Certification Holder
  • Association of Information Technology Professionals
  • Tech Leadership Community Forum
  • Information Technology Infrastructure Library (ITIL) Certification
  • National Technical Honor Society (NTHS) member

Certifications

  • HDI Technical Support Professional
  • Google IT Support Professional Certificate
  • Certified Public Accountant (CPA)
  • Cisco Certified Network Associate (CCNA)
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Project Management Professional (PMP)
  • Cisco Certified Network Professional (CCNP)
  • Apple Certified Associate (ACA)
  • SHRM Certified Professional (SHRM-CP)

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