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Skills

  • Oracle
  • Systems Integration
  • Software Life Cycle Management
  • IT Infrastructure
  • Personal Computers
  • Customer service expert
  • DR-DOS
  • Client relationship management
  • Milestone assessment and achievement
  • Task prioritization

Work Experiences

  • Achieved this in 2023.
  • Led a support team that assisted an average of 9 users globally in a 24/7 support environment as a level-three supervisor.
  • Collaborated with product development teams to introduce new features in ServiceNow, resulting in decreased customer-reported bugs by 83% post-deployment.
  • Analyzed and developed service goals for the in-bound call center.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Kept track of KPIs and devised plans for continuous improvement.
  • Achieved average resolution time reduction from several months to several months.
  • Used client relations and quality assurance to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Avoided $103,000 in penalties.
  • Described category solutions to customers to aid in problem resolution.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Excellent Technical Support Manager with 14 years of experience providing exceptional support to users at all levels.
  • Subject Matter Expert in Power BI with a proven track record as a sharp technologist who can collaborate with others to find solutions.
  • Power BI expert and Adobe Creative Suite user.
  • Extensive experience with Oracle High Availability environments, implementation, and management as a network administrator.
  • Technical Support Manager with a track record of lowering costs through process improvement.
  • Strengths in team leadership and vendor management backed up by Computers Software training.
  • Technical Support Manager is a multi-talented Technical Support Manager who is consistently rewarded for planning and operational improvements.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Graphic Design Specialist with a broad skill set, including collateral design, web design, and project management, who is focused on meeting deadlines.

Accomplishments

  • Tracked project budgets continuously and resolved discrepancies before issues occurred, effectively saving over $3.
  • Resolved product issue through consumer testing.
  • Developed real-time monitoring systems that allowed early detection of 14 system issues, preventing downtime worth 4 in lost revenue.
  • Drove the creation and implementation of standardized response protocols, reducing variability in support resolutions by 39%.
  • Product Development: Worked on scalability and optimization of production environment.
  • Process Improvement: Collaborated with initiative to ensure smooth work flow and efficient organization operations.
  • Implemented a proactive client communication strategy that led to 22% reduction in unresolved tickets.
  • Initiative 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.
  • Collaborated with team of 14 in the development of process.
  • Managed partnerships with external vendors in troubleshooting sessions, resulting in a 44% timelier resolution for multi-party technical issues.

Affiliations

  • Association for Information Systems (AIS)
  • Association for Computing Machinery
  • Association of Information Technology Professionals
  • Association of Support Professionals (ASP)
  • Service Desk Institute (SDI) Certification - metric
  • Certified Troubleshooting Expert (CTSE)
  • Microsoft Certified: Azure Fundamentals 2020
  • Certification in ITIL Foundation program
  • International Association of Professionals in Service Desk Management (IAAPSDM)
  • American Medical Informatics Association

Certifications

  • Certified Professional in Customer Engagement (CPCE)
  • Certified Public Accountant
  • Cisco Certified Network Associate (CCNA)
  • SHRM Certified Professional (SHRM-CP)
  • Certified in Risk and Information Systems Control (CRISC)
  • Certified Software Quality Engineer (CSQE)
  • Certified Public Accountant (CPA)
  • ServSafe
  • Amazon Web Services Certified Developer
  • Certified Master Trainer

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