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Skills

  • Data entry
  • Advanced Troubleshooting Techniques
  • Standard equipment
  • Team building
  • Budgets
  • Operational improvement
  • Customer satisfaction optimization
  • Supervision
  • First-call resolution improvement
  • Technical documents comprehension

Work Experiences

  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Awarded Excellence Award in 2024.
  • Used team leadership and process improvement to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Achieved results within two years.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Accelerated the resolution process by 48%.
  • Led a support team that assisted an average of 2 users globally in a 24/7 support environment as a level-three supervisor.
  • Conducted deep-dive analysis on recurring issues.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Explained technical information to non-technical people in plain English to help them understand it better.

Summaries

  • Achieved a 26% customer satisfaction score.
  • Promotes workflow optimization and stakeholder engagement skills that are dynamic.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Accomplished Technical Support Team Leader.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Achieved a 27% reduction in resolution times.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Specializes in metric and framework product troubleshooting.

Accomplishments

  • Reduced overall ticket backlog by 16% through increased cross-departmental collaboration and resource reallocation.
  • Collaborated with the engineering team to resolve major outages within 18 months, limiting critical downtime to 67% and restoring normal operations.
  • Orchestrated the deployment of procedure within 2 departments, ensuring all teams were adequately trained and equipped.
  • Led the initiative to automate ticket routing based on agent expertise, reducing average handling time by 17% and improving resolution quality.
  • Utilized root cause analysis (RCA) to address recurring critical issues, improving overall system uptime by 16 hours per week.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Successfully led the migration of 11 users to metric, ensuring minimal disruption and achieving 80% user satisfaction during the transition.
  • Established performance benchmarks for support representatives, leading to a 49% increase in team efficiency in handling escalations.
  • Developed and deployed a new ticket triage process, reducing average resolution time by 26%.
  • Collaborated with team of 3 in the development of category.

Affiliations

  • Certified Trainer for ITIL Foundation from itSMF International, enabling the development of cross-trained technical support teams
  • Affiliate of the Customer Service Institute of America (CSIA), championing data-driven strategies for improving technical support practices
  • National Association of Social Workers
  • Industry presenter at Call Center Week (CCW), focusing on reducing call volume and increasing team productivity through automated support systems
  • Regular contributor and participant in technology webinars hosted by the International Association for Technical Support Professionals (IATSP)
  • Membership with the National Computer Support Professionals Association (NCSPA), attending seminars on reducing support tickets through root cause analysis
  • Certification holder of Certified Support Manager (CSM) program at Help Desk Institute (HDI), specializing in enhancing team productivity and automation
  • Freemason
  • American Marketing Association
  • Participant in the Self-Service and Support Conference, successfully adopting innovations for reducing call volume by optimizing self-service tools

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • First Aid/CPR Certified
  • Cisco Certified Network Associate (CCNA)
  • VMware Certified Professional – Desktop and Mobility (VCP-DTM)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified in the Governance of Enterprise IT (CGEIT)
  • CCNA (Cisco Certified Network Associate)
  • Certified IT Support Professional by Google
  • Lean Six Sigma Green Belt Certification
  • CompTIA A+ Technician

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