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Skills

  • Hardware upgrades
  • Application installations
  • RFI Scanners
  • Cross-functional team collaboration
  • Inventory management
  • Problem resolution
  • Exceptional telephone etiquette
  • Technical troubleshooting
  • Software upgrades
  • Customer support needs assessment

Work Experiences

  • Achieved a 24% improvement in customer satisfaction.
  • Used program and framework techniques to perform routine server and system maintenance, ensuring that networks remained fully operational during peak periods.
  • Used specialized software to remove malware and viruses from laptops and desktop computers.
  • Achieved results within 10 months.
  • Accomplished this during 2016.
  • $15 cost reductions achieved through renegotiating outsourced support contracts and streamlining ticketing processes.
  • Actively listened and de-escalated situations.
  • Researched, documented, and escalated support cases to higher levels of support when I was unable to resolve issues using available resources.
  • Achieved success during the first the past year.
  • Maintained computer systems on a daily basis to keep network processes running smoothly.

Summaries

  • Computers Software student seeking hands-on experience through an internship in data analysis.
  • Strong technical skills and experience in process improvement.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Talented method Support Engineer with a track record of positively impacting client relations through the application of abilities, drive, and technical skills.
  • Project management in initiative settings and project management in performance reporting settings.
  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • Complicated concepts must be communicated in a clear and concise manner.
  • Lead Technical Support Specialist with team leadership and performance reporting abilities.
  • Lead Technical Support Specialist who is dependable and has 3 years of helpdesk experience.
  • Student pursuing a Computers Software degree who is eager to contribute developed knowledge in the role of Lead Technical Support Specialist.

Accomplishments

  • Tracked system performance data and utilized insights to guide long-term improvements, reducing recurring incidents by 33%.
  • Facilitated regular team training on advanced features of category, resulting in a 16% increase in first-touch resolution rates.
  • Analyzed support ticket trends, implementing process changes that improved first-contact resolution by 64%.
  • Took ownership of escalated client issues, achieving over 60% success rate in de-escalating and resolving disputes.
  • Successfully managed a backlog of 17 tickets, reducing the customer queue from 15 hours to under 17 minutes.
  • Achieved ITIL in network troubleshooting, increasing team’s knowledge and decreasing network downtime by 34%.
  • Created a user feedback loop after issue resolution, which led to more accurate feature updates and a 54% improvement in customer satisfaction.
  • Spearheaded training program focused on advanced support tools like ServiceNow, increasing team capacity to handle complex issues by 43%.
  • Collaborated with development teams to improve the stability of Adobe Creative Suite, reducing the frequency of user-reported bugs by 55%.
  • Led a cross-functional team to create new escalation guidelines, increasing issue resolution speeds by 59%.

Affiliations

  • Participant, ITIL Foundation Certification from AXELOS, focusing on improving IT service structures.
  • Completed coursework through Zendesk Academy, specialized in support tool configuration and customer issue tracking.
  • Active contributor, Customer Support Automation Network (CSAN), focused on workflow automation and ticket resolution systems.
  • Volunteer, Global Service Desk Organization, contributing industry expertise to event panels focused on customer support.
  • Active participant, Technical Support Leadership Forum, engaging in peer discussions on improving service desk operations.
  • Member, CompTIA, with certifications in IT support and technology troubleshooting.
  • Volunteering Lead with the Knowledge Management Practitioners Association (KMPA), expanding expertise in knowledge sharing among teams.
  • Attendee of the Bug Tracking and Resolution (BTR) Academy, improving team practices in tool management for error handling.
  • Member, International Customer Management Institute (ICMI), focusing on improving customer relations and SLA management techniques.
  • Member, Technology and Services Industry Association (TSIA), keeping current with industry standards in technical support operations.

Certifications

  • Six Sigma Green Belt Certification
  • Amazon Web Services Certified Solutions Architect – Associate
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • Microsoft Office Specialist (MOS)
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Advanced Incident Management Certification (HDI)
  • Apple Certified Associate (ACA)
  • Certified Cloud Security Professional (CCSP)
  • Microsoft Certified: Power Platform Fundamentals
  • CompTIA Security+

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