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Skills

  • Automated workflow implementation
  • API integration and testing
  • Project organization
  • Mac systems
  • Software diagnosis
  • Technical documents comprehension
  • TCP/IP
  • Adaptability and resilience
  • Time management
  • Application Performance Monitoring (APM)

Work Experiences

  • Collaborated with development team to identify and resolve process bugs in SAP, reducing software crashes by 2%.
  • Achieved President's Club for exemplary customer service.
  • Collaborated with QA and development teams.
  • Achieved 15% client renewal rate in 2019.
  • Achieved the quickest resolution in Boston.
  • Led a support team that assisted an average of 5 users globally in a 24/7 support environment as a level-three supervisor.
  • 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.
  • Described category solutions to customers to aid in problem resolution.
  • Allowed for automated troubleshooting.
  • Collaborated with development team.

Summaries

  • Achieved a 82% decrease in manual interventions.
  • Achieved a 55% improvement in system performance.
  • Certified in ITIL framework.
  • Certified in ITIL framework and adept at adhering to industry best practices, I’ve worked to integrate structured support and change management protocols, improving response times by 79%.
  • Achieved a 74% reduction in recurring issues.
  • Client-focused Software Support Analyst.
  • Adept at using JIRA and other ticketing systems.
  • Accomplishments include increasing customer satisfaction scores by 55% through personalized support experiences and implementing a live chat solution for immediate tech issue resolution.
  • Within Computers Software, senior Software Support Analyst and outstanding performer in stakeholder engagement and project management.
  • Applied expertise in root cause analysis.

Accomplishments

  • Provided Workday troubleshooting across multiple platforms, leading to consistent resolution of user issues within 9 hours.
  • Reduced average system downtime by proactively identifying standard through continual monitoring and reporting.
  • Maintained SLA adherence above 55%, resolving complex technical issues for 18 clients per day in a high-stakes environment.
  • Conducted analysis of support case trends that led to the redesign of the ticketing workflow, reducing total ticket volume by 35%.
  • Achieved 100% Service Level Agreement compliance by establishing a responsive metric, ensuring timely assistance for all 4 cases.
  • Collaborated with cross-functional teams to devise solutions for QuickBooks issues, maintaining an average SLA compliance rate of 61%.
  • Designed a user-friendly knowledge base, reducing incoming ticket volume by 40% as users adopted self-service solutions.
  • Provided technical assistance for Adobe Creative Suite that resulted in a 33% increase in customer satisfaction across a three years period.
  • Set up end-user training workshops, improving end-user proficiency by 79% while reducing the number of support tickets related to QuickBooks.
  • Conducted root-cause analysis of Asana application bugs, decreasing recurring issues by 72% in 6 months.

Affiliations

  • Association of Support Professionals (ASP)
  • International Council of Nurses
  • American Marketing Association
  • Microsoft Certified: Azure Fundamentals
  • Cloud Native Computing Foundation (CNCF)
  • Customer Service Institute of America (CSIA)
  • DevOps Institute Membership
  • Lions Club
  • Certified Technical Support Professional (CTSP)
  • International Association of Administrative Professionals

Certifications

  • HDI Support Center Analyst (SCA) Certification
  • Certified Ethical Hacker (CEH)
  • Cisco Certified Internetwork Expert (CCIE)
  • Oracle Certified Professional, MySQL Database Administrator
  • CompTIA Security+
  • Google Certified Professional Cloud Architect
  • SHRM Certified Professional (SHRM-CP)
  • ServiceNow Certified System Administrator (CSA)
  • Salesforce
  • Google IT Support Professional Certificate

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