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Skills

  • Food preparation
  • Product Evaluation
  • Data analysis
  • Fixture design
  • Risk management processes and analysis
  • Conflict resolution
  • Data Management
  • Corrective maintenance
  • Product testing
  • Strong verbal communication

Work Experiences

  • Answered an average of 5 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Initiative helped me achieve $32,000.
  • Checked completed assemblies for conformance to standard procedures and design specifications.
  • Achieved President's Club for exceptional customer support quality.
  • Achieved system stability improvements.
  • Oversaw the delivery of standard project by framework team, which resulted in standard.
  • Copied, logged, and scanned supporting documents before filing everything in the client's files.
  • Actively contributed to postmortem reviews.
  • Achieved reduction over two years.
  • Looked for industry trends on social media and through online sources.

Summaries

  • Expert at setting up computers, servers, and peripheral devices to work within company and security guidelines.
  • Looking for a new opportunity to apply my skills in a progressive organization.
  • Motivated Senior Support Engineer with experience managing large-scale projects, including budgeting and administration.
  • Achieved a 62% drop in issue escalations.
  • Seeking an opportunity to apply data analysis and strategic planning in a problem-solving role with a company in the Computers Software sector.
  • Dynamic communicator who consistently outperforms company goals and expectations.
  • Customer-focused Sales Representative with 6 years of experience solving problems for clients.
  • Fast worker who can solve problems quickly and provides excellent customer service.
  • Team player who excels at collaborating with hardware and software experts to create a cohesive and successful design.
  • Achieved 68% faster application functionality in high-traffic scenarios.

Accomplishments

  • Participated in continuous improvement projects and reduced recurring ticket volume related to procedure by 61%.
  • Reduced repeat incidents by 49% by introducing best practices for incident management and internal knowledge sharing.
  • Worked cross-functionally with development teams to optimize system usage, reducing support escalations to L2/L3 teams by 43%.
  • Investigated and resolved performance bottlenecks in program, leading to a significant 66% increase in overall system speed.
  • Collaborated with customers and development teams to develop fixes, achieving a 47% improvement in time-to-market for product patches.
  • Increased sales 6% over 18 months.
  • Designed an automated platform for resolving common customer queries using category, leading to a 73% decrease in human-managed tickets.
  • Resolved high-impact incidents involving Workday, achieving 100% incident resolution within established SLAs.
  • Developed Knowledge Transfer (KT) sessions to assist in onboarding new engineers, resulting in a 45% reduction in their ramp-up time.
  • Developed and utilized synthetic monitoring in Asana to proactively identify outages, decreasing issue detection time by 36%.

Affiliations

  • Society of Human Resource Management
  • Amazon Web Services Certification (AWS Certified Solutions Architect) - Member in Cloud Practitioner Chapter
  • International Council of Nurses
  • Society of Technical Support Engineers (STSE) - Advisory Board Member for standard
  • Certified Information Systems Security Professional (CISSP) - Active Member
  • IT Support Management Association (ITSMA) - Certificate of Leadership in Support Engineering
  • Customer Experience Professionals Association (CXPA) - Member Focused on Support Engineering
  • Customer Success Association (CSA) - Certified Professional in Support Systems
  • Certified in Risk and Information Systems Control (CRISC) - Active Contributor to Technical Articles
  • Certified ScrumMaster (CSM) - Accredited by Scrum Alliance

Certifications

  • SANS GIAC Certified Incident Handler (GCIH)
  • Certified Public Accountant (CPA)
  • Certified Cloud Security Professional (CCSP)
  • CompTIA A+ Technician
  • Project Management Professional (PMP)
  • Google Certified Professional Cloud Architect
  • ITIL 4 Foundation Certificate in IT Service Management
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant
  • ServSafe

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