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Skills

  • Internal auditing
  • Technical documents comprehension
  • Product ordering
  • Scenario Manual Design
  • Multi-Task Management
  • Safety measures
  • Business operations
  • Results-oriented
  • Computer literate
  • Heavy lifting

Work Experiences

  • Described category solutions to customers to aid in problem resolution.
  • Achieved results over a one year period.
  • Authored 15 detailed knowledge base articles and customer-facing technical documentation, driving a 17% reduction in repetitive support tickets.
  • Collaborated with engineering and development teams.
  • Captured post-support metrics and feedback, leading customer satisfaction to increase by 19% due to visible improvements in service delivery.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and forums.
  • Automated recurring tasks using Asana tools.
  • Worked closely with Jira and ServiceNow users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Addressed issues within 5 minutes.

Summaries

  • Customer-focused Sales Representative with 7 years of experience solving problems for clients.
  • Interested in assuming operational control of standard technical support operations.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • CPA and CPA are proudly certified.
  • Consummate provider of unfailing operational stability.
  • Strengths in workflow optimization and stakeholder engagement backed up by Computers Software training.
  • Working with Agile and Scrum methodologies to meet project milestones within specified timeframes is a strong suit.
  • Specializes in procedure and method product troubleshooting.
  • Professional with 9 years of progressive experience in the field who is highly organized and detail-oriented.

Accomplishments

  • Collaborated with team of 3 in the development of process.
  • Assisted in the deployment of a knowledge management system, which reduced repeat inquiries by 49% and improved team productivity.
  • Developed a new troubleshooting procedure, increasing first-call resolution rates by 49% and saving $5 annually.
  • Ensured
  • Analyzed support trends using QuickBooks and introduced data-driven improvements, cutting issue recurrence by 77%.
  • Monitored
  • Collaborated with engineering teams to replicate complex issues in QuickBooks, reducing bug resolution time by 47%.
  • Enhanced issue escalation processes by establishing clear communication channels with external vendors and internal engineering teams.
  • Recorded
  • Consistently achieved customer satisfaction ratings of 46% or higher by adhering to best practices and customer-centric workflows.

Affiliations

  • Institute of Electrical and Electronics Engineers (IEEE) Computer Society
  • Society of Women Engineers
  • Rotary International
  • National Technical Services Association (NTSA)
  • Society of Human Resource Management
  • Customer Service Institute of America (CSIA)
  • Jaycees
  • Global Information Assurance Certification (GIAC) Holder
  • DevOps Institute - Certified in process
  • International Association of Administrative Professionals

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • First Aid/CPR Certified
  • Cisco Certified Network Associate (CCNA)
  • Apple Certified Associate (ACA)
  • Google Cloud Certified - Associate Cloud Engineer
  • Certified Linux Engineer (CLE)
  • ITIL 4 Foundation Certification
  • CompTIA A+ Technician
  • HDI Support Center Analyst
  • Microsoft Certified: Azure Administrator Associate

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