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Skills

  • Process implementation
  • Conflict resolution
  • Staff development
  • Corrective maintenance
  • Relationship development
  • Budgets
  • Supervision
  • Communications
  • Team management
  • Dinner service planning

Work Experiences

  • Achieved Outstanding Service Award for exceptional customer support quality by consistently maintaining a customer satisfaction score of 20% for several months.
  • Achieved President's Club for exceptional customer support quality.
  • Actively contributed to postmortem reviews, providing insights that helped reduce recurring incidents by 9.
  • Analyzed support patterns and recommended automation and self-service options, decreasing human intervention by 66%.
  • Achieved this over 6 months.
  • Solved standard issues, improved operations, and provided excellent customer service.
  • Analyzed support patterns.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved reduction over two years.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

  • Specializes in procedure and program product troubleshooting.
  • Salesforce expert and ServiceNow user.
  • Achieved a 62% drop in issue escalations.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Skilled in conducting tests, evaluating compliance, and completing detailed inspections.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Excellent stakeholder engagement and quality assurance knowledge.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Effectively troubleshoots and resolves issues on its own.
  • Dynamic communicator who consistently outperforms company goals and expectations.

Accomplishments

  • Developed Knowledge Transfer (KT) sessions to assist in onboarding new engineers, resulting in a 45% reduction in their ramp-up time.
  • Integrated real-time monitoring tools for QuickBooks, decreasing average incident response time by 22%.
  • Analyzed support metrics and identified areas for automation, decreasing ticket resolution efforts by 79% over three years.
  • Developed and standardized escalation protocols, which led to a 36% drop in resolution time for high-priority tickets.
  • Resolved product issue through consumer testing.
  • Formalized security incident handling protocols for Asana, reducing resolution times for potential vulnerabilities by 30%.
  • Participated in continuous improvement projects and reduced recurring ticket volume related to procedure by 61%.
  • Developed dashboards in category that improved visibility and reduced alert fatigue, cutting ticket inflow by 38% monthly.
  • Implemented an enhanced support ticket categorization system, improving tracking efficiency and leading to a 22% faster ticket resolution.
  • Identified and resolved memory allocation issues in Tableau, which improved system performance and resulted in 23% lower CPU usage.

Affiliations

  • International Association of Computer Science and Information Technology (IACSIT) - Senior Support Engineer Chapter
  • Technical Support Management Association (TSMA) - Member Since 2021, Specialization in SLA Management
  • Association for Computing Machinery (ACM) - Systems Engineering Division
  • Association of Information Technology Professionals
  • American Medical Informatics Association
  • Institute of Electrical and Electronics Engineers (IEEE) - Cloud Computing Chapter
  • Society of Technical Support Engineers (STSE) - Advisory Board Member for standard
  • Association for Computing Machinery
  • American Society of Safety Professionals
  • DevOps Institute - Member and Certified DevOps Leader (DOL) in 2020

Certifications

  • Docker Certified Associate (DCA)
  • Microsoft Certified Trainer (MCT)
  • CompTIA Network+
  • CompTIA Network+ Certification
  • Project Management Professional (PMP)
  • Certified Public Accountant
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • Certified Kubernetes Administrator (CKA)
  • Apple Certified Support Professional (ACSP)
  • Red Hat Certified Engineer (RHCE)

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