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Skills

  • Process improvement
  • Payroll and budgeting
  • Strong verbal communication
  • Data Management
  • Standard equipment
  • Team management
  • Project management
  • Credit and collections
  • Pricing tool development
  • Budgets

Work Experiences

  • Developed a highly efficient administrative team through ongoing coaching and professional development opportunities.
  • Was in charge of billing, collection, and reporting for an office that generated over $7 per year.
  • Was in charge of the office inventory, which included ordering and requisitions, stocking, and receiving shipments.
  • Restructured installation processes and staff teams, resulting in a 3% increase in productivity.
  • Was in charge of troubleshooting, maintenance, updates, and report generation for the CRM and company database.
  • Completed 7 employees' bi-weekly payroll.
  • Organized process meetings for 11 Technical Support Supervisors and coordinated the availability of conference rooms for attendees every two years.
  • Achieved consistent customer satisfaction over 2021.
  • Achieved a 57% faster average response time.
  • Evaluated employee performance and implemented incentives and team-building events to boost morale.

Summaries

  • Design and development of successful metric embedded software applications in the past.
  • Top-producing salesperson and industry expert in Insurance.
  • 11 years of experience streamlining processes, managing talented team members, and performing cross-functional collaboration by an educated professional.
  • Technical Support Supervisor with 12 years of successful project management and process improvement experience.
  • Clear understanding of project management and stakeholder engagement as well as project management training.
  • Technical Support Supervisor is a multi-talented Technical Support Supervisor who is consistently rewarded for planning and operational improvements.
  • Recruiting established talent in data analysis and workflow optimization for Technical Support Supervisor.
  • Strengths in performance reporting and workflow optimization backed up by Insurance training.
  • Professional in office management and administration with 11 years of experience maximizing productivity, efficiency, and service quality in a variety of settings.
  • Senior Embedded Software Engineer with extensive experience in all phases of software development.

Accomplishments

  • Initiated comprehensive team certification programs, increasing multi-platform troubleshooting efficiency by 55% %.
  • Introduced ticket prioritization methodologies that improved service delivery efficiency by 37% %.
  • Collaborated with operations to resolve issue tracking and reduced downtime, saving the company $10 annually in lost productivity.
  • Partnered with the sales team on post-implementation technical support, helping reduce churn by 82%.
  • Developed and standardized technical documentation, reducing new employee learning curves by 62% %.
  • Provided technical leadership and guidance to support projects including program, which contributed to system.
  • Increased sales 9% over 6 months.
  • Achieved CPA for the entire technical support team, improving technical troubleshooting capabilities by 48% %.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Played a key role in developing response protocols that improved customer retention by 58% %.

Affiliations

  • Society of Human Resource Management
  • National Help Desk Managers Forum
  • Customer Support Leaders Forum
  • Project Management Institute
  • Freemason
  • Google Workspace Certified Administrator Group
  • National Association of Technical Support Specialists
  • National Association of Social Workers
  • Mentorship Network for IT Leadership and Support
  • Association for Supply Chain Management (APICS)

Certifications

  • CompTIA A+ Certification
  • Certified Help Desk Manager (CHDM)
  • Certified Windows Server Administrator
  • Google Certified Professional Cloud Architect
  • Google IT Support Professional Certificate
  • HDI Desktop Support Manager Certification
  • Certified Technical Support Professional (CTSP)
  • Certified Public Accountant (CPA)
  • Cisco Certified Network Professional (CCNP)
  • Certified Ethical Hacker (CEH)

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