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Skills

  • Invoice generation
  • Bilingual or multilingual communication (e.g., Mandarin)
  • Standard debugging
  • Software upgrades
  • Hardware upgrades
  • LAN aptitude
  • Operational improvement
  • Escalation management
  • Customer service
  • MS Office

Work Experiences

  • Achieved a 46% reduction in trouble tickets escalated to Level 2.
  • Researched, documented, and escalated support cases to higher levels of support when I was unable to resolve issues using available resources.
  • Repaired network hardware components such as firewalls, routers, and procedure devices.
  • Addressed 3 inbound technical support cases weekly by leveraging Microsoft Excel ticketing system and exceeding SLA response times by 72%.
  • Collaborated closely with finance to streamline engagement between support and development teams, ensuring 3% faster bug fixes.
  • Addressed diverse customer inquiries.
  • Collaborated with customer success to streamline engagement.
  • Achieved a 46% quicker resolution time for high-priority incidents.
  • Achieved 6% SLA compliance.
  • Achieved zero downtime for end-users during deployment.

Summaries

  • Complicated concepts must be communicated in a clear and concise manner.
  • Computers Software student seeking hands-on experience through an internship in stakeholder engagement.
  • QuickBooks and HubSpot are two of my strongest skills.
  • Proven track record of motivating coordinated to achieve team, individual, and management goals.
  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • Through troubleshooting and process improvement, critical thinking Tier 1 Technical Support Agent effectively resolves technical issues.
  • Multilingual and fluent in German and Japanese, with a strong grasp of cultural differences.
  • Lean certified
  • Program Support Engineer with extensive experience in assisting users and troubleshooting issues.
  • Lean and PMP are her areas of expertise.

Accomplishments

  • Assisted with onboarding and training of new hires on troubleshooting and escalation processes, shortening talent ramp-up time by 71%.
  • Utilized Tableau to automate basic troubleshooting steps via phone or email, resulting in an initial drop in support requests by 45%.
  • Led workshops on network configuration troubleshooting, aiding in skills development of tier 1 agents and reducing call handling errors by 49%.
  • Adopted new help desk software systems that improved logging accuracy and reduced case duplication by 49%.
  • Collaborated with cross-functional teams to assist in the rollout of an upgraded knowledge base, reducing ticket resolution times by 61%.
  • Resolved an average of 16 customer issues daily through a combination of phone, chat, and email support, resulting in a 53% improvement in customer satisfaction.
  • Developed a comprehensive troubleshooting guide for new hires, reducing dependency on senior staff and increasing productivity by 59% within several months.
  • Worked closely with senior engineers to streamline escalations, decreasing escalated ticket resolution time by 44%.
  • Tackled high-priority support scenarios under pressure, maintaining above-average user satisfaction ratings of 40%.
  • Supported 13 remote desktops per day, resolving issues such as application error codes and system performance lags, improving operational efficiency by 80%.

Affiliations

  • Participant of the Association of Information Technology Professionals (AITP), focusing on upgrades to technical support methods and emerging customer service trends in IT.
  • Completed Certified Technical Support Specialist designation at Beacon Labs, equipping with more refined strategies for support calls and device optimization.
  • Member of the Global Help Desk Institute (GHDI), attending conferences and workshops focused on enhancing support team collaboration with engineering departments.
  • Pursued an Advanced Certificate in Network Security and Support from Northwind, providing an additional layer of expertise to incident escalation handling.
  • Member of the Association of Support Professionals (ASP), actively participating in conferences to stay current on best practices in customer service and troubleshooting.
  • Affiliated with the Technical Support Engineer Network, exchanging insights on advanced system monitoring techniques and customer engagement strategies.
  • Completed certification in Network Configuration and Troubleshooting from Summit Group, enhancing ability to resolve connectivity issues in reduced time.
  • Member of the High-Performance Technical Support Association, discussing the integration of automation tools to optimize workflow efficiencies.
  • Active member of the Professional Association for Customer Engagement (PACE), staying informed on the latest standards for customer communication in technical support roles.
  • Participant in the Customer Support Forum, contributing to discussions on automation and improving user experience in Tier 1 technical support.

Certifications

  • Microsoft Office Specialist (MOS)
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified: Azure Fundamentals
  • Certified Information Technology Professional (CITP)
  • CompTIA A+ Technician
  • HDI Support Center Analyst (SCA)
  • CompTIA Network+
  • CompTIA A+ Certification
  • Certified in ITIL Service Transition
  • Apple Certified Associate (ACA)

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