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Skills

  • Exceptional telephone etiquette
  • Conflict resolution
  • Interpersonal communication
  • Equipment repair
  • Asana expert
  • Incident Management
  • Technical Documentation Authoring
  • Customer Relationship Management (CRM)
  • Business operations
  • Computer maintenance

Work Experiences

  • Collaborated with the product development team.
  • Achieved a 23% decrease in inquiry response time.
  • Achieved improvement over 18 months.
  • Consistently exceeded KPIs related to response time.
  • Wrote whitepapers, user manuals, implementation documentation, and support base entries, among other technical documents.
  • Responded to 6 individual tickets to provide Microsoft Excel and Salesforce end-user support every week.
  • Used standard and procedure techniques to perform routine server and system maintenance, ensuring that networks remained fully operational during peak periods.
  • Achieved $3 cost savings for the company.
  • Collaborated directly with the product development team, influencing two major feature releases based on customer pain points.
  • Set up new employee workstations, including all of the necessary hardware, software, and peripherals.

Summaries

  • Bringing a deep understanding of metric operations as well as a resilient nature focused on identifying root causes and implementing long-term solutions.
  • Team player who is proactive and hardworking, with a focused mentality and a methodical approach.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Strong technical skills and experience in budget management.
  • Talented process Support Engineer with a track record of positively impacting performance reporting through the application of abilities, drive, and technical skills.
  • Lean certified
  • Proficient in promoting program by leveraging data analysis and project management knowledge.
  • Vendor management Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Technical Community Support Agent is a hardworking and dependable Technical Community Support Agent who excels at vendor management and team leadership.
  • Communicative and team-oriented, with Adobe Creative Suite expertise.

Accomplishments

  • Reduced API integration errors by ensuring continuous ticket issue trend monitoring for Workday, contributing to the engineering team’s resolution of 10 core bugs.
  • Offered advanced L2 technical support, leading to a 79% resolution rate on escalated API, network, and software integration issues.
  • Investigated and traced root causes for inter-system connectivity issues, resolving incidents in under 9 minutes.
  • Drafted and updated comprehensive troubleshooting documentation, improving internal staff training efficiency and customer issue resolution times by 49%.
  • Delivered remote API diagnostic support to enterprise clients using program, achieving a 64% reduction in escalated inquiries.
  • Reduced product downtime by 34% by working closely with the engineering team to address recurring software bugs as reported in customer tickets.
  • Owned the enterprise customer success lifecycle, guiding 9 clients through complex product integrations, resulting in a 16% increase in renewal rates.
  • Monitored feedback trends from 10 clients about product updates, providing actionable suggestions that improved overall user experience by 22%.
  • Automated recurring updates in the support analytics system, reducing manual intervention by 51% and allowing faster turnaround on technical issue reports.
  • Implemented root cause analysis techniques that reduced service interruptions by 27% across critical enterprise systems over several months.

Affiliations

  • Volunteer Reviewer, Best Practices in Help Desk Operations Journal
  • Organizational Partner, International Technology Services Association (ITSA)
  • Affiliate, International Association of IT Asset Managers (IAITAM)
  • Speaker, the Midwest's Annual Help Desk Technology & Troubleshooting Seminar
  • Certified Professional, Customer Relationship Management (CRM) Technology and Systems
  • Committee Member, IT Help Desk Improvement Task Force 2017
  • Professional Member, International Association for Technical Support and IT Service Providers
  • Participant, Annual Conference for Advanced Troubleshooting Solutions 2018
  • Participant, Association of Support Professionals Research Series on Emerging Technologies
  • Certified Trainer, Knowledge-Centered Service Principles - HDI

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Association for Project Management (APM)
  • Certified Google Cloud Support Associate
  • Agile Customer Support Certification
  • Technical Support Fundamentals by Google/MOOCs
  • Certified Technical Support Professional (CTSP)
  • Mental Health First Aid Certification for Customer Service
  • SHRM Certified Professional (SHRM-CP)
  • Social Media Customer Care Certification
  • IT Support Professional Certificate (Coursera/Google)

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