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Skills

  • First-contact resolution (FCR) optimization
  • Mac systems
  • Team management
  • Data security and encryption protocols
  • Process equipment
  • Cross-functional team collaboration
  • Escalation management
  • Automation of repetitive tasks
  • Bug tracking systems (program)
  • Desktop support

Work Experiences

  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Achieved a 51% productivity increase.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Used cross-functional collaboration and process improvement to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Assisted in the development and rollout of patches and updates for Microsoft Excel, reducing reported bugs by 17% after deployment.
  • Attained Scrum Master to expand product expertise.
  • Automated frequent tasks.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Achieved recognition as Outstanding Service Award in 2015 for exemplary customer support performance and technical proficiency.
  • Completed resolution within three years.

Summaries

  • Achieved 23% improvement in first-contact resolution (FCR).
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Adept at providing second-tier escalation for Microsoft Excel issues.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Lean and Six Sigma are proudly certified.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Tier 2 Technical Support Specialist with 16 years of successful strategic planning and budget management experience.
  • Achieved a 8% decrease in repeat incidents.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Subject matter expert on Microsoft Excel with exceptional skills and knowledge in quality assurance.

Accomplishments

  • Trained 13 Tier 1 staff in advanced diagnostics tools, resulting in a 32% reduction in Tier 2 escalations overall.
  • Coordinated with human resources to overhaul inventory management, automating 5 manual processes resulting in 56% faster device deployments.
  • Optimized API workflows, reducing manual intervention by 72% for a smoother integration process across ServiceNow platforms.
  • Reduced escalations to Tier 3 by 53% through introducing structured escalation procedures and knowledge resources for Tier 2 support.
  • Resolved 8 high-priority tickets weekly, while maintaining a 23% customer satisfaction rating through consistent communication and follow-up.
  • Resolved product issue through consumer testing.
  • Overhauled team ticketing system workflows, decreasing misrouted tickets by 30% through better categorization and user training.
  • Documented and resolved framework which led to process.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Maintained system uptime of 67% across all active environments through diligent infrastructure monitoring and rapid incident troubleshooting.

Affiliations

  • Professional Association for Customer Engagement (PACE)
  • Professional Association of SQL Server (PASS)
  • Society for Human Resource Management (SHRM) Certifications in IT Training
  • Microsoft Certified: Azure Fundamentals 2023
  • Toastmasters
  • IEEE Computer Society
  • Association of Support Professionals (ASP)
  • Cloud Security Alliance (CSA)
  • American Society of Safety Professionals
  • Association for Computing Machinery

Certifications

  • Linux Professional Institute Certification (LPIC-2)
  • Google Cloud Associate Cloud Engineer Certification
  • CompTIA A+ Technician
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • SANS GIAC Certified Incident Handler (GCIH)
  • Certified in Risk and Information Systems Control (CRISC)
  • Certified Cloud Security Professional (CCSP)
  • CompTIA Network+ Certification
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Security+

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