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Skills

  • TCP/IP
  • First-call resolution techniques
  • Desktop support
  • Client relationship management
  • Knowledge base management
  • Business operations
  • Team management
  • Bilingual technical support (method, category)
  • Operational improvement
  • Staff education and training

Work Experiences

  • Consistently met KPI targets.
  • Achieved an average customer satisfaction score of 21%.
  • Collaborated with cross-functional teams.
  • Used strategic planning and stakeholder engagement to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Completed projects on time.
  • Kept track of running systems and entered commands to troubleshoot issues like framework and metric.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Adapted to emergency situations.
  • Conducted preemptive hardware troubleshooting.
  • Analyzed customer feedback from resolved tickets to identify trends, resulting in a set of improved workflow automations that lowered ticket volume by 41%.

Summaries

  • Collaborative and proactive Senior Advisor with experience in managing third-party integrations, reducing escalations and improving post-launch reliability of Jira.
  • Strengths in data analysis and team leadership backed up by Healthcare training.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Costs were consistently reduced while profits were increased.
  • Advanced in automating repetitive support tasks.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Supporting hardware and software issues for standard computer systems is a skillful Senior Technical Support Advisor.
  • Authored support materials.
  • Advanced in automating repetitive support tasks using procedure, cutting ticket resolution times and improving overall workflow efficiency.
  • Promotes project management and stakeholder engagement skills that are dynamic.

Accomplishments

  • Played a key role in meeting SLA targets, improving resolution compliance by 62% over a one year.
  • Piloted functionality of new support software integrations, successfully reducing end-user issues with deployment by 58%.
  • Proactively identified emerging issues in HubSpot, minimizing future customer complaints by 21% after deploying fast-tracked updates.
  • Collaborated with team of 12 in the development of initiative.
  • Led a team of 16 technical support agents during the rollout of Power BI, reducing response time by 49% and accelerating case resolution.
  • Trained and mentored new hires, reducing ramp-up time for new support specialists by 53% weeks and raising overall team competency.
  • Developed query performance reports using A/B testing in Workday to improve the customer journey, improving engagement by 46%.
  • Streamlined communications between Level 1–3 support, accelerating escalation procedures and improving customer resolution times by 25% hours.
  • Developed custom support scripts for enterprise clients, increasing first-call resolution rate by 29%.
  • Leveraged monitoring tools to identify key issue trends, enabling proactive client outreach and cutting reactive cases by 46%.

Affiliations

  • Certified Technical Support Professional (CTSP) Credential
  • Association of Information Technology Professionals
  • Society for Customer Service Innovation (SCSI)
  • National Association of Social Workers
  • International Federation for Information Processing (IFIP)
  • Lions Club
  • Society for Technical Communication (STC)
  • Society of Women Engineers
  • Customer Experience Professionals Association (CXPA)
  • Project Management Institute (PMI) Membership

Certifications

  • Certified IT Support Professional (offered by Coursera in partnership with Google)
  • Amazon Web Services (AWS) Certified Solutions Architect
  • Microsoft Certified Systems Engineer (MCSE)
  • Google Certified Professional Cloud Architect
  • Salesforce Certified Technical Architect (CTA)
  • Certified Public Accountant (CPA)
  • Cisco Certified Internetwork Expert (CCIE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • HDI Support Center Manager (HDI-SCM)
  • Amazon Web Services (AWS) Certified DevOps Engineer

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