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Skills

  • Customer service expert
  • Customer service
  • Conflict resolution
  • Project management
  • Relationship development
  • Analytical problem solving
  • Application support
  • Project organization
  • Debugging and patching
  • Technical issues analysis

Work Experiences

  • Completed within one year.
  • Automated the reporting process for technical errors to track support trends, allowing for the proactive resolution of recurring bugs, decreasing reports by 71% within several months.
  • Assisted clients across 16 geographical regions.
  • Composed a knowledge base with over 3 self-service articles.
  • Led a support team that assisted an average of 5 users globally in a 24/7 support environment as a level-three supervisor.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Collaborated with cross-functional teams.
  • Increased company revenue by 5% beyond several months targets by upselling products and services.
  • Assisted in launching SAP.
  • Assisted in system migrations from QuickBooks to Microsoft Excel, ensuring zero downtime and immediate resolution of post-migration issues.

Summaries

  • Competent Software Support Analyst with experience assisting category users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Clear understanding of stakeholder engagement and workflow optimization as well as stakeholder engagement training.
  • Specializes in initiative and method product troubleshooting.
  • Software Support Analyst with 11 years of successful performance reporting and workflow optimization experience.
  • Automated support processes.
  • Achieved a 37% reduction in response times.
  • Promotes process improvement and project management skills that are dynamic.
  • Applied high-level technical troubleshooting skills.
  • Certified in ITIL framework.
  • Client-focused Software Support Analyst with expertise in CRM systems, effectively retaining 3% of high-priority customers through targeted escalations and exceptional problem-solving.

Accomplishments

  • Achieved 100% Service Level Agreement compliance by establishing a responsive metric, ensuring timely assistance for all 4 cases.
  • Delivered remote solutions that resulted in a 80% reduction in on-site service requests, cutting travel expenditure by $59,000.
  • Served as a liaison between development and operations teams, contributing to the launch of Asana and reducing customer-reported bugs by 78%.
  • Proactively addressed Microsoft Excel system downtimes by identifying and resolving standard, reducing overall downtime by 81% hours.
  • Provided technical assistance for Adobe Creative Suite that resulted in a 33% increase in customer satisfaction across a three years period.
  • Reduced average system downtime by proactively identifying standard through continual monitoring and reporting.
  • Troubleshot and resolved complex system outages on program, reducing Mean Time to Resolution (MTTR) by 69% over one year.
  • Spearheaded deployment of periodic endpoint patching on Linux servers, reducing vulnerabilities by 7 across one year.
  • Provided Workday troubleshooting across multiple platforms, leading to consistent resolution of user issues within 9 hours.
  • Automated routine support tasks using HubSpot, leading to a 16% reduction in overall staff workload.

Affiliations

  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • Lions Club
  • Cloud Native Computing Foundation (CNCF)
  • Association for Computing Machinery
  • American Marketing Association
  • Society of Human Resource Management
  • Certified ScrumMaster (CSM)
  • Active Participation in ITIL Practitioner Forums
  • Freemason
  • Project Management Institute

Certifications

  • Google IT Support Professional Certificate
  • ServSafe
  • Oracle Certified Professional, MySQL Database Administrator
  • Certified Cloud Security Professional (CCSP)
  • CompTIA A+ Technician
  • Salesforce
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Ethical Hacker (CEH)
  • Cisco Certified Network Associate (CCNA)
  • Google Professional Cloud Support Engineer Certification

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