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Skills

  • Staff development
  • Business operations
  • Network Troubleshooting
  • Materials preparation
  • Interpersonal and written communication
  • Inspection reviews
  • Public speaking
  • Conflict resolution
  • Food preparation
  • Communications

Work Experiences

  • Achieved a 35% improvement in team productivity.
  • Achieved Innovation Award for outstanding customer support performance in 2016, improving first-contact resolution (FCR) by 69%.
  • Had an excellent attendance record and was always on time for work.
  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Achieved a 30% increase in customer satisfaction.
  • Automated cross-functional collaboration.
  • Achieved 83% improvement in retention rates.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Examined departmental documents to determine how they should be distributed and filed.
  • Oversaw the delivery of process project by procedure team, which resulted in process.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Achieved a 79% drop in ticket volume.
  • Setup devices, troubleshoot issues, and optimize settings are all skills I have.
  • Knowledgable in a variety of design and testing methodologies.
  • Design and development of successful system embedded software applications in the past.
  • Automated procedure.
  • Achieved a 16% reduction in escalations.
  • Motivated Senior Customer Support Engineer with experience managing large-scale projects, including budgeting and administration.
  • Customer-focused Sales Representative with 7 years of experience solving problems for clients.

Accomplishments

  • Analyzed ticket trends for root cause analysis, driving a 39% decrease in repeat issues within a two years.
  • Acted as primary escalation contact for enterprise clients, reducing escalations by 23% through proactive issue resolution and client education.
  • Created automated monitoring and alerting systems for Adobe Creative Suite, decreasing downtime incidents by 55% and ensuring faster recovery times.
  • Developed and deployed customer support dashboards to better measure metrics like ticket volumes, response times, and SLAs, leading to a 62% performance improvement.
  • Documented and resolved process which led to procedure.
  • Partnered with sales teams to demonstrate product capabilities during customer engagements, contributing to a 80% increase in upsell opportunities.
  • Achieved PMP in Asana, enhancing technical support skills and efficiency for resolving complex customer issues.
  • Improved case tracking processes with new CRM software implementation, boosting response rate efficiency by 55% and increasing team productivity.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Monitored system logs and performance metrics to prevent outages, reducing service downtime by 25% for HubSpot.

Affiliations

  • Technical Support Engineers Network (TSEN)
  • Project Management Institute (PMI)
  • HDI Customer Support Leadership Certification
  • American Medical Informatics Association
  • American Society of Safety Professionals
  • Jaycees
  • Society of Human Resource Management
  • Continuous Improvement Network for Customer Support Systems
  • Association for Computing Machinery
  • Lions Club

Certifications

  • Apple Certified Associate (ACA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Business Analysis Professional (CBAP)
  • Certified Kubernetes Administrator (CKA)
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • Salesforce
  • CompTIA Network+
  • Cisco Certified Network Professional (CCNP)
  • Certified Public Accountant (CPA)
  • Certified Support Desk Manager (CSDM) - Northwind

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