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Skills

  • Customer satisfaction in technical support
  • Customer issue escalation handling
  • Staff education and training
  • Error reduction through diagnostics
  • Communications
  • Remote Diagnostics
  • Multi-platform technical support experience
  • Operational improvement
  • Customer service expert
  • Incident tracking and management

Work Experiences

  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Used process improvement and project management to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Collaborated with product developers to log and track unresolved bugs, improving the ServiceNow stability for over 17 users.
  • Assisted in coordinating post-resolution evaluations involving 4 large-scale clients, ensuring overall process improvements were continuously delivered.
  • Achieved a 35% reduction in escalation times across the team.
  • Collaborated with Level 1 support to review and escalate complex technical issues beyond initial walkthroughs, increasing service efficiency by 41%.
  • Addressed security vulnerabilities.
  • Worked closely with Power BI and SAP users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Achieved a satisfaction rate of 68%.

Summaries

  • Effectively troubleshoots and resolves issues on its own.
  • Subject matter expert on Workday with exceptional skills and knowledge in vendor management.
  • Achieved a company-wide 64% reduction in escalation times.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Addressed core system issues.
  • Tier 2 Technical Support Representative with a 17-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Specializes in procedure and standard product troubleshooting.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Clear understanding of process improvement and cross-functional collaboration as well as budget management training.
  • Strengths in project management and process improvement backed up by Customer Service training.

Accomplishments

  • Collaborated in testing and fixing software patches pre-release, which reduced post-release incidents by 45% for SAP.
  • Mentored junior support team members in effective case handling strategies, increasing first-time resolution rates by 72%.
  • Utilized support ticketing system to log, prioritize, and resolve over 9 cases in a high-volume environment, improving team efficiency.
  • Partnered with development teams to address recurring escalations, resulting in 24% reduction of similar incidents after product patch.
  • Escalated and collaborated with senior support engineers to mitigate Salesforce bugs, reducing customer downtime by an average of 35%.
  • Collaborated with team of 14 in the development of method.
  • Reduced escalations to developers by implementing root-cause analysis techniques, cutting external dependencies by 76%.
  • Led troubleshooting efforts for Asana issues, achieving a resolution consistency rate of 67%.
  • Navigated complex ticket workflows and directed support resources to resolve escalated cases within several months, reducing customer downtime.
  • Coordinated with external vendors to troubleshoot and resolve integration issues for Asana, leading to a 77% increase in performance stability.

Affiliations

  • Project Management Institute
  • Linux Professional Institute (LPI) member, focused on best practices for software control and remote diagnostics with open-source systems
  • HDI Certification and Membership, network of professionals focused on improving service desk and support performance
  • Certified Cisco Network Associate (CCNA) – Contributed to peer-to-peer forums to troubleshoot and resolve complex network configurations
  • Microsoft Certified Professional (MCP) community, sharing insights on software troubleshooting and updates for new releases
  • Participant in the TechAmerica Foundation, focusing on learning about emerging trends in automated system logs and diagnostics for support roles
  • Freemason
  • Cloud Infrastructure Alliance member - Attended seminars on cloud-based troubleshooting and resolving escalated deployment issues
  • Certified Service Desk Manager (CSDM) Certification - Demonstrated leadership in managing support desk operations and resolving complex incidents
  • Customer Service Institute of America (CSIA) Member, involved in discussions around improving technical customer support experiences

Certifications

  • First Aid/CPR Certified
  • Cisco CCNA (Certified Network Associate)
  • CompTIA Security+
  • Apple Certified Support Professional
  • Certified Support Professional (CSP)
  • Certified Business Analysis Professional (CBAP)
  • Project Management Professional (PMP)
  • Cisco Certified Network Professional (CCNP)
  • Zendesk Support Administrator Certification
  • SHRM Certified Professional (SHRM-CP)

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