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Skills

  • CCTV
  • Service desk support
  • Tableau expert
  • Business operations
  • Exceptional telephone etiquette
  • Collaborative problem-solving with cross-departmental teams
  • Collaboration with HR for skill gap analysis
  • Insurance billing
  • First Aid/CPR
  • Data-driven decision making

Work Experiences

  • Advised customers and users on required maintenance practices for various software systems for OEM warranty requirements and industry best practices.
  • Achieved a 77% increase in resolution accuracy for customer tickets.
  • Installed and configured printers and scanners, as well as resetting default device passwords to prevent cyber attacks.
  • Achieved a 35% smoother rollout for end-users.
  • Boosted first response time by 65% through overhaul of the email and chat support filtering systems, reducing manual ticket sorting.
  • Collaborated with product teams to ensure support readiness for the launch of Asana, resulting in a 40% smoother rollout for end-users.
  • Achieved a 38% reduction in major incidents per quarter.
  • Analyzed key performance indicators.
  • Collaborated with HR for skill gap analysis.
  • Repaired network hardware components such as firewalls, routers, and method devices.

Summaries

  • Concerned about usability and security issues.
  • Good troubleshooting, diagnostic, and repair skills, as well as a systematic approach and strong attention to detail.
  • Quickly assess and resolve a variety of hardware and software issues to restore system functionality.
  • Knowledgeable Technical Support Team Lead with expertise in marketing and program development.
  • Proficient in promoting system by leveraging strategic planning and vendor management knowledge.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Stakeholder engagement in method settings and vendor management in project management settings.
  • Procedure and metric have a proven track record.
  • Motivating leader who has built and managed metric teams in the past.

Accomplishments

  • Trained and mentored a team of 10 support technicians to improve advanced troubleshooting techniques, resulting in a 77% increase in first-contact resolutions.
  • Designed an escalation matrix that reduced incident response delays, ensuring 37% of high-priority cases were resolved within SLA targets.
  • Liaised between the sales and support teams to develop customer onboarding support packages, resulting in a 26% increase in upsells within the past year.
  • Led a benchmarking project comparing support metrics across 2 regions, driving uniform process improvements that bolstered SLA compliance by 29%.
  • Orchestrated implementation of chatbot and AI support tools, reducing response time and increasing overall user satisfaction by 53% within 6 months.
  • Managed day-to-day operational tasks for a framework-based support team, ensuring 56% of tickets were resolved within priority periods.
  • Collaborated with regional technical teams to normalize customer response times across 12 locations, achieving program improvement in all locations.
  • Led a cross-functional team to successfully migrate the customer support portal to program, resulting in a 79% increase in SLA compliance.
  • Led post-incident follow-up meetings with clients, gathering input that was integrated into a new internal training program which raised NPS scores by 15 points.
  • Implemented continuous improvement strategies, resulting in a 68% cost reduction in operational support costs over three years.

Affiliations

  • Participant in the Annual Technical Support Summit - Attended workshops on cross-functional team collaboration and updated industry standards for support desk operations.
  • Online contributor to the Enterprise IT Forum - Published multiple articles on effective disaster recovery planning and technology redundancy systems.
  • Certified HDI Support Center Analyst 2021 - Leveraged guidelines from HDI best practices to streamline customer feedback systems.
  • Active member of the Global IT Service Management Forum (itSMF) - Gained knowledge of global ITSM standards and advanced escalation management techniques.
  • Certified Technical Trainer (CTT+) affiliation in 2016 - Qualified to train and develop new support engineers in advanced resolution techniques.
  • Professional association with the Project Management Institute (PMI) - Bringing project management methodologies into technical support team structure, successfully leading system.
  • Member of the Technology Services Industry Association (TSIA) - Received guidance on scaling technical support solutions while maintaining customer satisfaction.
  • Affiliate of standard Women in IT - Supported initiatives to encourage diversity in technical role environments while balancing mentorship duties.
  • Attendee at National Customer Support Leadership Conference 2024 - Participating in panels discussing customer satisfaction enhancement strategies and technological integrations.
  • Affiliate to Service Desk Institute (SDI) - Working towards Lean to advance continuous improvement in service processes and incident resolution.

Certifications

  • CompTIA Cloud+ Certification
  • American Academy of Financial Management (AAFM)
  • Certified Customer Service Professional (CCSP) by Lakeside Partners
  • HDI Support Center Director Certification
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Security+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA A+ Technician
  • Scrum Master Certified (SMC)

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