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Skills

  • Backup and recovery solutions
  • Helpdesk automation
  • Initiative equipment
  • Performance monitoring
  • Business operations
  • Mac systems
  • Staff education and training
  • Improving response times
  • Operational improvement
  • Organization

Work Experiences

  • Achieved a 15% increase in customer satisfaction scores.
  • Completed resolution within a 6 months period.
  • Created a performance monitoring script that reduced issue identification time for the helpdesk team by 85%, further enhancing user experience.
  • Conducted network performance monitoring and maintenance, resolving bottlenecks and improving load times by 47%.
  • Worked closely with Power BI and SAP users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Assisted with post-major-outage clean-up, performing root cause analysis and implementing customer communication strategies in partnership with senior staff.
  • Collaborated effectively with engineering teams to identify root causes of recurring software issues, reducing ticket escalation by 36% over the past year.
  • Assisted in the migration of 11 employees.
  • Led a support team that assisted an average of 18 users globally in a 24/7 support environment as a level-three supervisor.
  • Assisted in the migration of 15 employees to a new platform, ensuring minimal disruptions during the transfer process.

Summaries

  • Effectively troubleshoots and resolves issues on its own.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 72% reduction in issue identification time.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Certified in Scrum Master.
  • Achieved average resolution time of three years.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Costs were consistently reduced while profits were increased.
  • 14 years of experience in technical support.

Accomplishments

  • Reduced incident recurrence by 85% after leading post-incident analysis and recommending system improvements over 2021.
  • Collaborated with product developers to improve the user experience, resulting in a 61% drop in customer complaints.
  • Optimized ticket triage processes to ensure high-priority issues were resolved within 6 months, improving service efficiency by 37%.
  • Regularly collaborated with cross-functional teams to streamline support operations, resulting in framework.
  • Resolved product issue through consumer testing.
  • Played a key role in reducing software bug reporting times by 72% through targeted diagnostics and system testing.
  • Provided VPN configuration support and troubleshooting for 11 clients, improving remote connection efficiency by 23% over three years.
  • Collaborated with engineering teams to troubleshoot and resolve 3 high-priority software issues, reducing escalations by 68% over several months.
  • Efficiently handled 8 tickets a day while maintaining an average resolution time below the past year.
  • Authored knowledge base articles that improved first-call resolution rates by 43%, reducing repeat customer issues.

Affiliations

  • American Society of Safety Professionals
  • Certified Software Quality Analyst (CSQA) Professional Network
  • CompTIA Network+ Support Professionals Group
  • Association for Computing Machinery
  • Cybersecurity Professionals Forum
  • Agile Support Management Certification Holders
  • CompTIA IT Operations Specialist Certification Alumni Network
  • IT Service Management Forum (itSMF)
  • Rotary International
  • ISACA – Information Systems Audit and Control Association

Certifications

  • Google Cloud Associate Engineer Certification
  • Salesforce Certified Administrator
  • Certified Software Tester (CSTE)
  • CompTIA A+ Certification
  • ServSafe
  • MCP - Microsoft Certified Professional
  • Google IT Support Professional Certificate
  • Zendesk Support Administrator Expert Certification
  • CompTIA Security+
  • Intercom Technical Support Expert Certification

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