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Skills

  • Technical troubleshooting
  • Data recovery
  • Customer service
  • Regulatory compliance
  • Project organization
  • Customer empathy and understanding
  • Technical documents comprehension
  • Operational improvement
  • Business operations
  • Mac systems

Work Experiences

  • Described system solutions to customers to aid in problem resolution.
  • Achieved a 63% decrease in customer-reported issues.
  • Affected 9 users.
  • Used stakeholder engagement and team leadership to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Worked closely with Salesforce and SAP users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Achieved an average response time of 13 minutes.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Balanced troubleshooting tasks with real-time customer assistance.
  • Achieved a customer satisfaction rate of 64%.
  • Achieved 15 successful repairs in 2018.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved 31% first-contact resolution.
  • Strengths in workflow optimization and data analysis backed up by Customer Service training.
  • Promotes data analysis and strategic planning skills that are dynamic.
  • Advanced Technical Support Representative is a multi-talented Advanced Technical Support Representative who is consistently rewarded for planning and operational improvements.
  • Subject matter expert on Workday with exceptional skills and knowledge in stakeholder engagement.
  • Achieved a 42% reduction in call-back incidents for HubSpot.
  • Excellent Advanced Technical Support Representative with 4 years of experience providing exceptional support to users at all levels.
  • Analyzed system performance.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Automated error log analysis reporting, accelerating the identification of recurring system issues by 70%.
  • Developed training materials for new hires, reducing onboarding time from 13% from 18 days to 6 days.
  • Provided assistance during the rollout of Workday, leading to a 57% decrease in customer-reported issues post-launch.
  • Resolved 76% of complex technical issues during first contact, earning a 6% customer satisfaction rate.
  • Implemented user feedback collection for beta software, reducing the volume of unresolved tickets by 71% prior to public release.
  • Analyzed system performance metrics, identifying key bottlenecks and reducing resolution times by 43%.
  • Assisted product engineers with root cause analysis, reducing critical bug resolution time from 2 days to 12 hours.
  • Developed remote support protocols that decreased average ticket lifecycle from 17 hours to 11 hours.
  • Led cross-functional team to implement global support tool, reducing escalated tickets by 65% in the first three years.
  • Resolved product issue through consumer testing.

Affiliations

  • International Network of Engineers and Scientists for Global Responsibility (INES)
  • Institute of Electrical and Electronics Engineers (IEEE)
  • Lean Six Sigma Customer Service Chapter
  • Customer Support Guild
  • International Customer Service Association (ICSA)
  • Society of Human Resource Management
  • International Association of Administrative Professionals
  • Customer Experience Outcomes Taskforce
  • International Council of Nurses
  • Key Account and Technical Support Leaders Forum

Certifications

  • Red Hat Certified System Administrator (RHCSA)
  • Certified in Risk and Information Systems Control (CRISC)
  • Google Certified Professional Cloud Architect
  • Certified Public Accountant
  • Project Management Professional (PMP)
  • Google IT Support Professional Certificate
  • CompTIA A+ Certification
  • Juniper Networks Certified Associate (JNCIA)
  • Fortinet Network Security Expert (NSE) Level 4: Professional
  • Microsoft Certified: Windows Server Fundamentals

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