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Skills

  • Workflow planning
  • Customer needs assessment
  • Data entry
  • Excel in metric
  • Excellent communication
  • Bilingual in Portuguese
  • Contract auditing
  • Safety measures
  • Microsoft Office
  • Results-oriented

Work Experiences

  • Responded quickly to customer concerns and resolved standard issues using performance reporting and project management.
  • Made a proposal
  • Defined program-level goals and resource plans in collaboration with the framework department and senior staff.
  • Ensured
  • Analyzed audit findings to identify operational flaws that could be referred to management as potential development priorities.
  • On-site training was provided by me.
  • Improved locomotive material expense tracking by 13%.
  • Improved communication between site locations by implementing increased telepresence and remote operational review processes.
  • Won
  • Created technical diagnostic timelines to assess the viability of technical changes without disrupting operations.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Working with Agile and Scrum methodologies to meet project milestones within specified timeframes is a strong suit.
  • Technical Support Advisor with 17 years of successful vendor management and quality assurance experience.
  • Uses tried-and-true analytical techniques to find flaws in technical operations and simplify business processes.
  • Healthcare administrative office management, related regulatory guidelines, and strategic planning certified ITIL and Technical Support Advisor.
  • Staff, resource, and day-to-day operations are well-coordinated by this expert.
  • Clear understanding of data analysis and quality assurance as well as client relations training.
  • With over 11 years of experience in the Healthcare field, I am a well-organized Office Manager.
  • Works well at all levels of the organization to define operational goals that increase revenue while also improving employee morale.
  • Design and development of successful procedure embedded software applications in the past.

Accomplishments

  • Won
  • Resolved
  • Ensured
  • Recorded
  • Process Improvement: Created new departmental procedures manual. Assessed organizational training needs.
  • Competitive Analysis: Performed competitive analysis to make recommendations for future company growth.
  • Trained
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Championed the use of remote desktop tools that improved first-contact resolution by 17% for remote clients.
  • Developed an onboarding guide for technical support, reducing ramp-up time for new employees by three years.

Affiliations

  • Society of Maintenance & Reliability Professionals (SMRP)
  • Information Systems Security Association (ISSA)
  • Remote Support Industry Association (RSIA)
  • Support Driven Community
  • Certified Technical Support Analyst (CTSA)
  • IT Service Management Forum (itSMF) USA Member
  • Certified ScrumMaster (CSM)
  • Society of Women Engineers
  • American Marketing Association
  • Microsoft Certified: Azure Fundamentals

Certifications

  • Apple Certified Support Professional (ACSP)
  • CompTIA Network+
  • Certified Information Technology Manager (CITM)
  • Google Certified Professional Cloud Architect
  • Certified Protection Officer (CPO)
  • ServiceNow Administrator Certification
  • HDI Support Center Desktop Support Technician (HDI-DST)
  • Certified Customer Service Professional (CCSP)
  • Cisco Certified Internetwork Expert (CCIE)
  • ITIL Foundation Certification in IT Service Management

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