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Skills

  • MS Office
  • CCTV
  • Software troubleshooting
  • Security systems
  • Hardware Configuration
  • Team building
  • Application installations
  • Operational improvement
  • Hardware upgrades
  • Inventory management

Work Experiences

  • Addressed product malfunctions and software bugs.
  • Collaborated with product managers to relay customer feedback for future development iterations, helping prioritize features that resulted in a 33% increase in user satisfaction.
  • Assisted category customers with data connectivity issues, including troubleshooting and hardware rebooting.
  • Acted as technical lead during major client migrations, ensuring 100% data integrity and no service disruptions.
  • Achieved recognition as the Outstanding Service Award for excellence in customer service by resolving high-priority tickets for clients within several months consistently.
  • Repaired network hardware components such as firewalls, routers, and standard devices.
  • Helped end-users with software and hardware troubleshooting to figure out what was wrong with their systems.
  • Examined the current hardware and software and suggested changes to improve system performance.
  • Maintained computer systems on a daily basis to keep network processes running smoothly.
  • Assisted in the development and deployment of system, advising clients around troubleshooting best practices post-release.

Summaries

  • Proficient in promoting system by leveraging quality assurance and data analysis knowledge.
  • Technical Client Support Analyst is a hardworking and dependable Technical Client Support Analyst who excels at strategic planning and stakeholder engagement.
  • Bringing a deep understanding of initiative operations as well as a resilient nature focused on identifying root causes and implementing long-term solutions.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Technical Client Support Analyst with superior understanding and knowledge of QuickBooks and Adobe Creative Suite in a Salesforce environment.
  • Framework and method have a proven track record.
  • Knowledgeable Technical Client Support Analyst with expertise in marketing and program development.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Six Sigma certified
  • Communicative and team-oriented, with Salesforce expertise.

Accomplishments

  • Customized CRM integrations with Power BI to deliver tailored support solutions, resulting in a 42% increase in ticket resolution accuracy.
  • Authored detailed technical documentation and FAQs, reducing average ticket handling time by 55%.
  • Exceeded quarterly performance expectations by resolving 18 tickets, maintaining SLA compliance for Jira-related issues.
  • Standardized escalation protocols, shortening the mean time-to-resolution by 36% across high-priority cases.
  • Increased customer NPS score by 63% through excellent communication and follow-ups on escalated technical inquiries.
  • Submitted insightful reports and data trends that identified key recurring issues, reducing support requests by 36% over 6 months.
  • Utilized framework to detect and resolve Tableau-related outages within critical infrastructure, cutting system downtime by category.
  • Delivered recurring reports to senior management, outlining successes and bottlenecks in the support process that improved SLA adherence by 31%.
  • Introduced a client onboarding program that decreased setup-related incidents by 17% and reduced installation timelines from 2 days to 5 days.
  • Received Employee of the Year for reducing overall response times by 53% while managing high-volume support during framework.

Affiliations

  • Affiliated with the Project Management Institute (PMI), integrating technical support processes with proven project management methodologies.
  • Completed the Customer Experience Professional Certification (CCXP), ensuring alignment of support services with user satisfaction best practices.
  • Affiliated with the International Association of Tech Support Professionals (IATSP), exchanging insights on customer support improvements, and leveraging networking opportunities.
  • Member of the Professional Association for SQL Server (PASS), focused on enhancing skills in queries and data analysis for troubleshooting database issues.
  • Participant in ISACA’s training programs, focusing on troubleshooting for finance and IT industries, fortifying my remote tech support skills.
  • Contributor to technical forums such as Spiceworks, regularly staying updated on emerging issues and problem-solving approaches in the industry.
  • Member of the Association for Computing Machinery (ACM), dedicating efforts towards improving customer experience through technology updates and innovations.
  • Trained in Salesforce Service Cloud, implementing proactive client service strategies that reduce response time.
  • Successfully completed CSCU (Certified Secure Computer User) course, ensuring secure client service operations and addressing cybersecurity concerns.
  • Active participant in the Help Desk Institute (HDI), learning and implementing customer support industry standards, and earning certifications in 2019.

Certifications

  • Microsoft Certified: Azure Fundamentals
  • Certified Integration Associate by MuleSoft
  • CompTIA Security+
  • Certified in Risk and Information Systems Control (CRISC) by ISACA
  • CompTIA Network+
  • CompTIA A+ Technician
  • Association for Project Management (APM)
  • Certified Business Analysis Professional (CBAP)
  • HDI Desktop Support Technician (DST) Certification
  • CompTIA Network+ Certification

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