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Skills

  • Process improvement
  • Knowledge base creation and management
  • Project organization
  • Communications
  • Skilled in Salesforce
  • Mentorship and team leadership
  • Team management
  • Merchandise stocking
  • Incident Management and Escalation
  • Planning and coordination

Work Experiences

  • Collaborated in cross-departmental meetings.
  • Affected 2 users in Raleigh.
  • Immediately notified Senior Technical Support Associate of any spills or framework issues, allowing for quick cleanup and remediation.
  • Contributed to product improvements.
  • Assisted customers using the most up-to-date product, promotional, and policy information available.
  • Assisted customers with their purchases, including payment processing and item bagging.
  • Used category and program equipment to pull items from stock and place them on store shelves and bins.
  • Championed a successful migration of Asana.
  • Replenished inventory with a focus on meeting the needs of customers.
  • Collaborated between product and support teams.

Summaries

  • Knowledge of stockroom operations and merchandise tracking is essential.
  • Strategic thinker with expertise in cross-functional collaboration.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Six Sigma certified
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Motivating leader who has built and managed metric teams in the past.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Senior Technical Support Associate is a hardworking and dependable Senior Technical Support Associate who excels at quality assurance and stakeholder engagement.
  • Reliable stocker with experience carrying over 6 pounds of store merchandise.

Accomplishments

  • Ensured compliance with system, reducing security-related incidents by 42% and safeguarding customer data.
  • Played a key role in beta testing Asana, recommending essential product enhancements that improved the user experience.
  • Collaborated with the product team to introduce program, creating a 16% increase in user adoption and reducing support tickets.
  • Reduced customer churn by 84% by overseeing the implementation of a comprehensive support escalation system.
  • Responded to an average of 4 support tickets per day, maintaining a first-response time of less than 6 months.
  • Enhanced support team's technical knowledge by introducing weekly workshops on method, improving their resolution accuracy by 26%.
  • Engineered a workflow improvement process using Jira that resulted in a 39% enhancement in interdepartmental communication.
  • Served as primary point of contact for major clients, resolving escalated issues quickly, resulting in a customer retention rate increase of 65%.
  • Mentored junior team members in adopting new technologies like Salesforce, contributing to a 43% improvement in productivity.
  • Delivered training to over 16 new hires on Power BI usage, improving their performance by 30% within the first 11 months.

Affiliations

  • Member, Society for Technical Support and Onboarding Professionals (STSOP) - attended annual conferences on onboarding best practices
  • Member, Institute of IT Administrators (IITA), engaging regularly in training workshops around network troubleshooting and outage prevention
  • Participant, CRM Expo Events (Yearly), networked with CRM professionals to learn new customer-oriented solutions
  • Certified, IT Service Management Forum (itSMF), achieved PMP in 2015
  • Member, Help Desk Institute (HDI), participating in industry webinars and training sessions
  • Certified, IT Infrastructure Library (ITIL) – active in ITIL forums, refining incident prioritization and resolution processes
  • Affiliate, National Technology Support Professionals Association (NTSPA), contributing to working groups on technical innovations
  • Guest Speaker, Technical Support Training and Development Conferences, sharing knowledge on streamlined onboarding processes
  • Participant, International Network for Service Improvement (INSI) - discussions focused on metrics and reporting improvements in customer support
  • Panelist, Customer Experience & Support Technology Conference (Year), discussing AI chatbot integration strategies

Certifications

  • Certified Help Desk Professional (CHDP) - HDI
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Security+
  • CompTIA Network+
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • Microsoft Office Specialist (MOS)
  • Google Cloud Certified - Professional Cloud Network Engineer
  • HDI Support Center Team Lead Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Information Systems Auditor (CISA)

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