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Skills

  • Organization
  • Incident Management
  • Performance optimization
  • Data analysis and reporting
  • Problem resolution
  • Team building
  • Active Directory Administration
  • Process equipment
  • Regulatory compliance
  • First Aid/CPR

Work Experiences

  • Completed training within 18 months.
  • Acted as the SME for HubSpot, significantly reducing training time for new hires by streamlining onboarding content.
  • Kept track of running systems and entered commands to troubleshoot issues like initiative and metric.
  • Assessed customer feedback and collaborated with product teams to implement procedure improvements, leading to a 45% rise in NPS scores.
  • Led a support team that assisted an average of 5 users globally in a 24/7 support environment as a level-three supervisor.
  • Achieved results within category.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Completed within one year.
  • Achieved a 69% reduction in repeat tickets.
  • Described metric solutions to customers to aid in problem resolution.

Summaries

  • Excellent Software Support Specialist with 12 years of experience providing exceptional support to users at all levels.
  • Achieved zero breaches for enterprise clients.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Collaborative team member, consistently working with cross-functional teams to minimize incident resolution time by 72%.
  • Costs were consistently reduced while profits were increased.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Strengths in process improvement and risk assessment backed up by Computers Software training.
  • Boosted user adoption by 79%.
  • Supporting hardware and software issues for program computer systems is a skillful Software Support Specialist.
  • 8 consecutive months of SLA compliance.

Accomplishments

  • Developed a comprehensive troubleshooting guide for common issues, shortening onboarding time for new hires by 63%.
  • Managed support for large-scale rollouts of Workday impacting 13 employees, maintaining a 43% success rate.
  • Achieved 18% net promoter score (NPS) for customer support by delivering prompt, efficient, and personalized resolutions.
  • Developed custom scripts to automate repetitive support tasks, reducing ticket handling times by up to 25%.
  • Created dashboards and performance indicators in Asana to track service level agreements (SLAs), improving adherence by 78%.
  • Proactively identified system vulnerabilities and worked with security teams to mitigate risks prior to audits, passing all OSHA requirements.
  • Effectively communicated step-by-step technical solutions via chat, email, and remote support tools, achieving 48% user satisfaction.
  • Resolved product issue through consumer testing.
  • Collaborated directly with customers to create tailored software solutions, resulting in 85% improvement in client satisfaction.
  • Authored technical documentation for HubSpot, simplifying complex functionalities and helping reduce support tickets by 41%.

Affiliations

  • Freemason
  • Help Desk Institute (HDI) – ITIL, Member
  • American Society of Safety Professionals
  • Amazon Web Services (AWS) Certified Cloud Practitioner 2016
  • International Association of Microsoft Certified Partners (IAMCP)
  • National Information Technology Professionals Association (NITPA), Local Chapter
  • Association of Support Professionals (ASP) – Top Tier Member
  • American Marketing Association
  • DevOps Institute – Certification in framework 2019
  • IT Service Management Forum (itSMF) USA Member

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Microsoft Certified: Dynamics 365 Fundamentals
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Support Specialist Certification (CSSC)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • HDI Support Center Analyst (SCA)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Public Accountant (CPA)
  • First Aid/CPR Certified
  • Certified Technical Support Specialist (CTSS)

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