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Skills

  • Self-motivated
  • Powerful negotiator
  • Code validation skills
  • Team management
  • Skilled in Salesforce
  • Team liaison
  • Process implementation
  • First Aid/CPR
  • Data analysis
  • Supervision

Work Experiences

  • Removed and replaced malfunctioning computer parts to fix hardware issues.
  • Manually updated accounting and certificate records after entering transfer data into HubSpot.
  • Achieved client renewal for $9 contract.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 6 new accounts.
  • Achieved reduction over several months.
  • Kept track of running systems and entered commands to troubleshoot issues like process and initiative.
  • Achieved a 36% decrease in support tickets.
  • Delivered security certificates to customers on behalf of companies.
  • Looked for industry trends on social media and through online sources.
  • Achieved faster ticket resolution across the support lifecycle.

Summaries

  • Among his accomplishments is the creation of a framework app for use in the metric industry.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Dynamic communicator who consistently outperforms company goals and expectations.
  • Working with Agile and Scrum methodologies to meet project milestones within specified timeframes is a strong suit.
  • Customer-focused Sales Representative with 17 years of experience solving problems for clients.
  • Bolstered overall system effectiveness.
  • Senior Support Analyst with 5 years of successful data analysis and workflow optimization experience.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Strengths in team leadership and process improvement backed up by Computers Software training.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Initiated
  • Established
  • Represented
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.
  • Integrated
  • Developed and implemented postmortem analysis templates, streamlining lessons learned after critical incidents and decreasing reoccurrence rates by 84%.
  • Collaborated with operations and development teams to conduct successful integration tests for process.
  • Resolved
  • Monitored
  • Developed

Affiliations

  • IT Service Management Forum (itSMF)
  • Toastmasters
  • Association for Information Systems (AIS)
  • Customer Experience Professionals Association (CXPA)
  • National Association of Service Managers (NASM)
  • American Marketing Association
  • Society of Human Resource Management
  • Council of European Professional Informatics Societies (CEPIS)
  • Society for Information Management (SIM)
  • Association for Computing Machinery

Certifications

  • CompTIA A+ Technician
  • Apple Certified Associate (ACA)
  • Zendesk Support Administrator Certification
  • Certified Service Desk Manager (CSDM) by Service Desk Institute
  • Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant (CPA)
  • PRINCE2® Foundation Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA A+ Certification
  • Cisco Certified Internetwork Expert (CCIE)

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