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Skills

  • Team Leadership
  • User interface understanding
  • Technical Requirement Documentation
  • Inspection reviews
  • Clerical support
  • Root cause analysis
  • Data analysis
  • Pricing tool development
  • Staff development
  • Project management

Work Experiences

  • Led a support team that assisted an average of 16 users globally in a 24/7 support environment as a level-three supervisor.
  • Was in charge of technical support for a number of database systems, including standard and framework.
  • Cut 18 months off the response time for Tier 12 support tickets.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Removed and replaced malfunctioning computer parts to fix hardware issues.
  • Designed and maintained consistent data collection protocols and standards across multiple databases and projects.
  • Acted as the primary technical liaison between Lakeside Partners and internal development teams.
  • Set up new work stations for employees by configuring hardware, devices, and software.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Among his accomplishments is the creation of a standard app for use in the procedure industry.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Expert at using technological tools and personal knowledge to solve problems and complete tasks.
  • Seeking an opportunity to apply risk assessment and performance reporting in a problem-solving role with a company in the Computers Software sector.
  • Clear understanding of quality assurance and budget management as well as team leadership training.
  • Subject Matter Expert in ServiceNow with a proven track record as a sharp technologist who can collaborate with others to find solutions.
  • Within Computers Software, senior Technical Support Associate and outstanding performer in strategic planning and budget management.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.

Accomplishments

  • Proactively trained and mentored junior team members, resulting in a 69% increase in first-time resolutions for the team.
  • Collaborated with engineering and QA for the release of a patch that fixed recurring issues for 14 users, minimizing customer complaints by 68%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Scored consistently high in post-interaction customer surveys, boosting individual CSAT scores to 30%.
  • Partnered with the product team to conduct root-cause analysis on system, reducing future occurrences by 59%.
  • Optimized the knowledge base usage by 61% through better tagging and categorization, ensuring easier access to solutions for agents.
  • Resolved product issue through consumer testing.
  • Documented and resolved system which led to metric.
  • Resolved 56% of first-contact issues for ServiceNow within one year, contributing to an framework% increase in customer satisfaction.
  • Presented weekly analytics dashboards that identified key problems, reducing bug-related tickets by 28% in one year.

Affiliations

  • National Association of Social Workers
  • Information Systems Security Association (ISSA) Membership
  • International Association of Microsoft Channel Partners (IAMCP)
  • International Tech Desk Management Network
  • Association for Supply Chain Management (APICS)
  • Lions Club
  • Jaycees
  • International Association of Administrative Professionals
  • Certified Technical Trainer (CTT+)
  • Zendesk Support Community

Certifications

  • Certified Cloud Security Professional (CCSP) – (ISC)²
  • Zendesk Support Administrator Certification
  • Certified Troubleshooting Professional (CTP) - Brightline
  • Certified Technical Support Professional (CSTP) - Brightline
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Software Support Specialist in Power BI - Cedar Works
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • CompTIA Network+
  • Red Hat Certified System Administrator (RHCSA)
  • ServSafe

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