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Skills

  • Customer retention strategies
  • Problem resolution
  • Project organization
  • Technical Documentation Authoring
  • MS Office
  • Inventory management
  • Advanced communication protocols (e.g., TCP/IP, DNS)
  • Customer service
  • Skilled in Salesforce
  • Loss prevention

Work Experiences

  • Acted as a liaison between the customer and development teams during complex bug investigations, ensuring transparent communication and faster resolution times.
  • Collaborated with engineering and product teams.
  • Was in charge of office technology and equipment, such as metric, system, and metric.
  • Achieved a 43% reduction in support tickets.
  • Looked at floor displays to see which items needed to be restocked.
  • Coordinated across teams for 7 clients.
  • Performed duties in a fast-paced retail environment, ensuring that stocking methods and plans were organized.
  • Achieved measurable success.
  • Achieved a 52% reduction in support tickets through the implementation of an AI chatbot, allowing for faster self-service and customer satisfaction.
  • Contributed to Employee of the Year for Best Customer Service in 2017.

Summaries

  • Ability to recognize metric issues and integrate framework solutions to achieve program.
  • Proven track record of motivating implemented to achieve team, individual, and management goals.
  • Receives, inspects, and logs products with ease.
  • Stocker with a 15-year history of stocking shelves for a variety of companies.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Senior Technical Support Associate is a hardworking and dependable Senior Technical Support Associate who excels at quality assurance and stakeholder engagement.
  • Strategic thinker with expertise in cross-functional collaboration.
  • Excellent communication skills and a strong desire to work as part of a team.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Expert in metric with a strong aptitude for streamlined and spearheaded.

Accomplishments

  • Led a technical support team of 8 specialists, improving technical issue resolution efficiency by 33% within 18 months.
  • Automated repetitive troubleshooting tasks with process, reducing resolution times by 61% and improving help desk efficiency.
  • Configured and managed program and procedure, cutting response times by 43% and enhancing customer satisfaction.
  • Piloted a customer feedback integration tool in 2018, resulting in improvements to the overall product rating by 75%.
  • Initiated a scheduled maintenance and monitoring program, resulting in a 72% decrease in unscheduled downtime for core systems.
  • Decreased system downtime by optimizing network infrastructure, resulting in a 80% increase in availability.
  • Enhanced support team's technical knowledge by introducing weekly workshops on method, improving their resolution accuracy by 26%.
  • Achieved a 66% increase in customer satisfaction scores by personalizing support responses and optimizing ticket resolution workflows.
  • Collaborated with the product team to introduce program, creating a 16% increase in user adoption and reducing support tickets.
  • Directed successful migration of Power BI to the cloud, resulting in a 21% reduction in maintenance costs.

Affiliations

  • Certified, IT Infrastructure Library (ITIL) – active in ITIL forums, refining incident prioritization and resolution processes
  • Member, Customer Care Industry Professionals (CCIP), developing skills in managing and reducing customer churn
  • Member, Association of Support Professionals (ASP), including annual participation in support strategy conferences
  • Affiliate, Global Technical Helpdesk Forum (GTHF), connecting with support professionals globally to share troubleshooting strategies
  • Member, Help Desk Institute (HDI), participating in industry webinars and training sessions
  • Member, Institute of IT Administrators (IITA), engaging regularly in training workshops around network troubleshooting and outage prevention
  • Affiliate, National Technology Support Professionals Association (NTSPA), contributing to working groups on technical innovations
  • Active Member, Association of Support Professionals + attended annual strategic leadership sessions for help desk teams
  • Technical Advisor, ITIL Practitioner Group, providing insights into incidence management optimization
  • Mentor, Global Technical Support Mentorship Program – provided guidance to junior support professionals

Certifications

  • Association for Project Management (APM)
  • CompTIA A+ Certification
  • Salesforce
  • Cisco Certified Network Professional (CCNP)
  • ServiceNow Certified System Administrator
  • HDI Desktop Support Technician Certification
  • ServSafe
  • HDI Support Center Team Lead Certification
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • ITIL 4 Foundation Certification

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