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Skills

  • Customer service
  • MS Office
  • Computer maintenance
  • Project organization
  • Cost-saving through software system improvements
  • Root cause analysis
  • Organization
  • Procedure debugging
  • Client onboarding strategies
  • Automation framework implementation

Work Experiences

  • Adeptly utilized CRM and ticketing software.
  • Achieved a 85% reduction in post-migration issues.
  • Used framework and metric techniques to perform routine server and system maintenance, ensuring that networks remained fully operational during peak periods.
  • Achieved a service recovery time of under 15 minutes.
  • Automated repetitive support processes using Tableau.
  • Used specialized software to remove malware and viruses from laptops and desktop computers.
  • Used Salesforce, Adobe Creative Suite, and Tableau to implement system security and data assurance software.
  • Repaired network hardware components such as firewalls, routers, and standard devices.
  • Collaborated with IT management.
  • Affected enterprise clients.

Summaries

  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • Senior Technical Support Consultant with process improvement and cross-functional collaboration abilities.
  • Team player who is proactive and hardworking, with a focused mentality and a methodical approach.
  • Team leadership and vendor management abilities are exceptional.
  • Student pursuing a Computers Software degree who is eager to contribute developed knowledge in the role of Senior Technical Support Consultant.
  • Expert in method with a strong aptitude for automated and optimized.
  • Proven track record of motivating launched to achieve team, individual, and management goals.
  • Initiative Support Engineer with extensive experience in assisting users and troubleshooting issues.
  • Strategic thinker with expertise in risk assessment.
  • Risk assessment Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.

Accomplishments

  • Implemented proactive performance monitoring systems across 8 global servers, which decreased technical outages by 22%.
  • Automated repetitive document-generation tasks, reducing time spent on ticket documentation by 76%.
  • Ensured network security compliance by auditing 18 global sites, preventing potential breaches in 2016.
  • Served as the lead technical consultant for the deployment of QuickBooks across 5 enterprise sites, ensuring seamless operation post-launch.
  • Chaired bi-weekly problem management meetings with product, driving the resolution of 13 recurring incidents.
  • Supervised a technical triage team in addressing urgent client tickets, reducing the average ticket lifecycle by 6 hours.
  • Optimized system monitoring using Microsoft Excel, reducing Mean Time To Resolution (MTTR) by 51%.
  • Collaborated with finance to create automated testing protocols, reducing redundant manual processes by 76%.
  • Collaborated with third-party vendors to resolve escalated hardware issues within 18 hours, minimizing client operational disruptions.
  • Achieved Lean in 2020 to enhance proficiency in Jira, directly improving client issue resolution processes.

Affiliations

  • Contributing Member, DevOps Institute, focused on methodologies to streamline technical escalations in continuous integration pipelines.
  • Instructor, framework IT Support Meetups, teaching hands-on classes about escalation management and post-migration issue reduction.
  • Member, Online Learning Consortium (OLC), staying ahead of the curve on best practices for delivering technical training and improving user interfaces.
  • Affiliate, Institute of Electrical and Electronics Engineers (IEEE), involved in research on IT automation tools, contributing papers to technical support automation topics.
  • Member, Customer Experience Professionals Association (CXPA), working on linking technical support metrics to customer satisfaction improvements.
  • Instructor, Open Source Support Network, instructing on best practices for managing open-source software in enterprise environments.
  • Member, Technology Services Industry Association (TSIA), contributing to industry forums focused on customer experience and support analytics.
  • Contributing Member, Cloud Native Computing Foundation (CNCF), involved in role-based workshops on microservices troubleshooting.
  • Certified Ethical Hacker (CEH), utilizing skills to quickly identify and resolve critical cybersecurity incidents in a support environment.
  • Member, Association of Support Professionals (ASP), actively involved in strategic discussions around improving support workflows and reducing response times.

Certifications

  • Apple Certified Associate (ACA)
  • CompTIA Network+
  • Certified Support Center Analyst (CSCA) by HDI
  • Project Management Professional (PMP)
  • Certified Public Accountant (CPA)
  • IT Service Management (ITSM) Certification
  • Certified DevOps Professional (CDOP)
  • Google Cloud Certified - Associate Cloud Engineer
  • Certified Support Engineer (CSE) by HDI
  • Certified Ethical Hacker (CEH)

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