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Skills

  • Service desk support
  • MS Office
  • Process improvement
  • Planning and coordination
  • Security systems
  • Customer service
  • Invoice generation
  • Hardware diagnosis
  • Program debugging
  • Advanced Troubleshooting Guides

Work Experiences

  • Achieved PMP to enhance technical expertise.
  • Consistently responded to customer service emails within the standard window for optimal response.
  • Cut incident report volumes by 41%.
  • Achieved highest customer satisfaction score in 2018.
  • Created a framework knowledge base.
  • Contributed to the transition from category to metric.
  • Created DIY support materials.
  • Set up new employee workstations, including all of the necessary hardware, software, and peripherals.
  • Based on over 16 individual feedback reviews.
  • Used method and system techniques to perform routine server and system maintenance, ensuring that networks remained fully operational during peak periods.

Summaries

  • Results-oriented Customer Service professional with cross-functional collaboration, performance reporting, and project management strengths.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Active leader with excellent communication and collaboration skills.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Technical Support Service Representative with quality assurance and data analysis abilities.
  • Performance reporting and strategic planning abilities are exceptional.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Framework, process, and category are all available.
  • Technical Support Service Representative with superior understanding and knowledge of Adobe Creative Suite and Workday in a Microsoft Excel environment.
  • Communicative and team-oriented, with Asana expertise.

Accomplishments

  • Developed and delivered technical training sessions that improved team performance, cutting training ramp-up time by 37%.
  • Collaborated with cross-functional teams to develop training materials for end-users, leading to 29% fewer recurring tickets.
  • Leveraged Adobe Creative Suite to automate system health checks, which reduced manual intervention by 29% and incident reporting by 17%.
  • Utilized initiative to automate recurring tasks during system troubleshooting, saving 9 hours of manual work monthly.
  • Led the rollout of a new helpdesk ticketing tool that reduced unresolved tickets by 25%, improving response times.
  • Played an active role in the beta testing of new software updates, identifying 14 critical bugs before general release, preventing numerous user issues.
  • Restructured the ticket triage process, reducing response times by 46% and ensuring priority issues were addressed within SLA.
  • Utilized data from Tableau to provide insights and improvements to the ticketing system, increasing team efficiency by 16%.
  • Played a key role in creating troubleshooting guides, reducing technical support tickets related to method by 82%.
  • Trained a team of 11 new hires, boosting overall helpdesk productivity by 23% within their first 6 months.

Affiliations

  • Regular attendee, Support Driven Summit, networking with peers in the technical support field for insights in advanced ticketing systems.
  • Participated in the Call Center World Conference 2024, learning cutting-edge techniques, including introducing triage systems in support processes.
  • Certified in CompTIA A+ for IT troubleshooting and support, continuously engaged in IT professional development programs.
  • Certified in ServiceNow Systems Administration, focused on learning IT service management platforms and customizing workflows for a help desk environment.
  • Regular attendee at Salesforce User Group Meetups to stay current with CRM tools utilized for customer service improvements.
  • Member, International Customer Management Institute (ICMI), attending workshops on call center and support center performance optimization.
  • Active member, Customer Experience Professionals Association (CXPA), learning how to improve user experience through technical support channels.
  • Certified Microsoft Technology Associate (MTA) in Networking Fundamentals, supporting technical understanding in network-related issue resolution.
  • Member, National Technical Help Desk Association (NTHDA), gaining access to resources related to improving first-call resolution rates.
  • Contributor to the Online Troubleshooter’s Network, collaborating with other support agents to brainstorm solutions for common IT challenges.

Certifications

  • Association for Project Management (APM)
  • HDI Customer Service Representative Certification
  • ServSafe
  • Advanced Network Troubleshooting Certification
  • ITIL Foundation Certification
  • Certified Information Technology Professional (CITP)
  • CompTIA Cybersecurity Analyst (CySA+)
  • CompTIA Network+
  • ITIL Practitioner Certification
  • Google Certified Professional Cloud Architect

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