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Skills

  • Project management
  • Marketing
  • New employee mentoring
  • Data analysis
  • Storage hardware architecture
  • DevOps principles
  • Python and Ruby proficient
  • Website Maintenance
  • Operational improvement
  • Desktop support

Work Experiences

  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Assisted in developing a new cloud-based support infrastructure.
  • Achieved a customer satisfaction rating of 82%.
  • Resolved a wide range of technical issues for customers and end-users in 13 time zones across multiple systems and applications.
  • Recommended and installed standard security applications and devices, as well as other security measures.
  • Audited 8 support tickets.
  • Resolved 9 technical support inquiries every day.
  • Addressed vulnerabilities in Tableau.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Achieved a 31% drop in repeated service tickets.

Summaries

  • Professional with 2 years of experience looking for a new role with room for growth and advancement.
  • Fast worker who can solve problems quickly and provides excellent customer service.
  • Graphic Design Specialist with experience creating 2D/3D animations and web video compressions.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Experienced in creating and implementing successful business solutions that boost productivity and growth.
  • Capable of leading teams and developing strategic plans for a variety of customer needs.
  • Adobe Creative Suite expert and Salesforce user.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Competent Technical Support Agent with experience assisting standard users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Improved cross-training programs among Tier 1 and Tier 2 agents, enhancing multi-product knowledge-sharing by 26%.
  • Project Management: Coordinated with third-party development team on engineering and professional service activities and tasks.
  • Managed ticketing system efficiency, significantly reducing the number of unresolved tickets in the backlog by 40%.
  • Implemented a clear escalation process for Tier 1 agents, reducing unnecessary escalation to Tier 2 by 35%.
  • System Design: Conceptualized and designed category that resulted in program.
  • Executed customer feedback loops to ensure product fixes were communicated back to the engineering team, improving case resolution accuracy by 29%.
  • Identified core customer pain points through direct interactions, leading to a 51% reduction in negative feedback.
  • Led the migration to a unified communication platform, improving multi-channel support efficiency by 15%.
  • Initiated a customer success program that improved overall system adoption rates by 33%, bolstering customer retention.
  • Method Created and drove infrastructure migration strategy to begin transformation of SSIT from a legacy client-server workshop to a modern business-aligned operation built upon enterprise architecture best practices.

Affiliations

  • Rotary International
  • Technical Support Professional Certification (TSPC) - Achieved system certification to advance client-facing communication skills.
  • American Medical Informatics Association
  • Global Help Desk Professionals Association (GHDPA) - Involved in educational activities aimed at reducing technical issue resolution times.
  • Freemason
  • Customer Support Innovators Network (CSIN) - Regular participant in technical troubleshooting workshops.
  • Association for Computing Machinery
  • Society of Information Management (SIM) - Collaborated with tech professionals on reducing downtime during product upgrades.
  • HDI Support Center Certification Study Group - Attended all meetings to enhance knowledge in resolving complex support tickets.
  • International Customer Service Association (ICSA) - Contributed to forums on client communication best practices.

Certifications

  • Certified Cloud Security Professional (CCSP)
  • CompTIA Security+
  • CompTIA Project+
  • CompTIA Certified Technical Trainer (CTT+)
  • Project Management Professional (PMP)
  • Amazon Web Services Certified Developer
  • Salesforce
  • VMware
  • AWS Certified Cloud Practitioner
  • Certification in Java

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