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Skills

  • Relationship development
  • API integration troubleshooting
  • Planning and coordination
  • MS Office
  • Call center experience
  • Category debugging
  • Problem resolution
  • Workday expert
  • RFI Scanners
  • Administrative support

Work Experiences

  • Achieved 11 year-on-year cost savings.
  • Achieved reduction through process optimization.
  • Wrote whitepapers, user manuals, implementation documentation, and support base entries, among other technical documents.
  • Collaborated with cross-functional teams.
  • Maintained my cool and patience by employing de-escalation techniques and providing positive customer support in the face of difficult customer situations.
  • Collaborated with engineering and product teams.
  • Boosted uptime to 63%.
  • Acted as a product expert for SAP, ensuring high-quality service delivery and contributing to a 17% improvement in client retention.
  • Assumed ownership over multi-departmental technical projects.
  • Actively monitored support channels.

Summaries

  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Motivating leader who has built and managed metric teams in the past.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Looking forward to taking on a new challenge with a successful team.
  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • Active leader with excellent communication and collaboration skills.
  • Tier 3 Technical Support Representative with superior understanding and knowledge of Salesforce and HubSpot in a QuickBooks environment.
  • Student pursuing a Customer Service degree who is eager to contribute developed knowledge in the role of Tier 3 Technical Support Representative.
  • Assist end-users with technical issues that are more complex.
  • Multilingual and fluent in Mandarin and German, with a strong grasp of cultural differences.

Accomplishments

  • Collaborated with development and QA teams to prioritize bug fixes and feature enhancements, improving time-to-resolution for critical customer issues.
  • Developed scripts to automate diagnostics for common technical issues, improving efficiency and reducing human error by 16%.
  • Guided new hires through a comprehensive onboarding program on high-priority case management, improving team efficiency by 39%.
  • Led cross-functional troubleshooting sessions on high-severity outages, restoring service for 5+ users and minimizing impact by 79% hours.
  • Configured and optimized system monitoring tools, enabling faster proactive identification of issues and increasing system reliability by 42%.
  • Examined customer feedback and recurring technical issues to provide actionable insights to product teams, leading to a 16% decrease in defects.
  • Monitored trends from escalated cases and suggested product enhancements, reducing recurring customer issues by 49%.
  • Successfully resolved 10+ escalated cases in 2016, ensuring continuous system availability for enterprise-level partners in the Southeast.
  • Implemented robust processes for post-incident analysis, significantly lowering repeated system outages for HubSpot.
  • Drove initiatives to enhance customer knowledge through webinars and training sessions, reducing support request volumes by 46%.

Affiliations

  • Alumni, Incident Response Leaders Program - specializing in reducing downtime through streamlined response processes.
  • Certified Member, CompTIA IT Professionals Network, with specific expertise in ensuring SLA compliance and multi-incident resolution.
  • Graduate, Vendor Support Certification Program (Salesforce), focusing on third-party vendor management and technical coordination.
  • Volunteer Trainer, Tech Mentorship Group, providing mentorship in multi-tasking high-severity technical support cases.
  • Active Member, Network Professionals Association, obtaining essential skills in data flow and real-time troubleshooting practices.
  • Affiliate, National Network Engineers Society (NNES), focusing on network diagnostic tools such as Wireshark and command line troubleshooting.
  • Member, Database Management Certification Program (2022), with expertise in resolving complex database connectivity and ensuring 99.9% application uptime.
  • Member, Vendor Management Professionals Guild, specializing in vendor relations and issue resolution partnering.
  • Certified Help Desk Manager, recognized by Help Desk Institute (HDI) for contributions to proactive issue resolution.
  • Member, Software Engineers Without Borders, focusing on improving system reliability and bug tracking processes.

Certifications

  • Certified Public Accountant (CPA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Ethical Hacker (CEH)
  • Cisco Certified DevNet Professional
  • CompTIA A+
  • Project Management Professional (PMP)
  • Certified Information Security Manager (CISM)
  • Certified Business Analysis Professional (CBAP)
  • American Academy of Financial Management (AAFM)
  • Amazon Web Services (AWS) Certified SysOps Administrator

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