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Skills

  • ISP and network troubleshooting
  • Root cause analysis
  • Staff assistance
  • Team management
  • MS Office
  • Mobile device management
  • Business operations
  • Relationship development
  • Call Volume Management
  • Data analysis for customer feedback trends

Work Experiences

  • Achieved results within 6 months.
  • Was in charge of managing system-wide operating system and software deployments, as well as any software upgrade issues that arose.
  • Collaborated with QA to identify technical bugs.
  • Achieved results during 18 months.
  • Achieved above-target metrics in first response time.
  • Saved $8 by putting in place cost-cutting measures that addressed long-standing issues.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Looked into and fixed printer, copier, and other peripheral device problems.
  • Accurately documented bugs and technical issues.
  • Coached support representatives on advanced troubleshooting methods.

Summaries

  • Consistently recognized for resolving escalated Tier 2 issues.
  • Achieved Excellence Award for maintaining exceptional customer service quality, reducing service interruptions, and ensuring timely resolution of ISP technical issues.
  • Internet Technical Support Representative with 7 years of successful client relations and cross-functional collaboration experience.
  • Award-winning support professional.
  • Achieved a 70% rate of first-time problem resolutions.
  • Achieved results within 18 months.
  • Boosted performance by 37% in customer service metrics.
  • Adopted by sales.
  • Setup devices, troubleshoot issues, and optimize settings are all skills I have.
  • Collaborated with cross-functional teams to improve service reporting protocols, resulting in enhanced network reliability and a 62% decrease in escalations.

Accomplishments

  • Helped drive customer satisfaction improvements by effectively managing escalated complaints, resulting in a 66% reduction in negative feedback.
  • Responded to and resolved technical inquiries from customers through real-time chat, resulting in a 37% reduction in service wait times.
  • Maintained an 84% adherence rate to SLAs (Service Level Agreements) for resolving tier 1 and tier 2 technical support queries.
  • Collaborated with team of 14 in the development of program.
  • Proactively identified and escalated network outage issues, reducing downtime by 30% through rapid initial troubleshooting.
  • Achieved an average 22% first-contact resolution rate by efficiently explaining complex technical procedures to non-technical users.
  • Monitored and analyzed network performance data, contributing to a 38% reduction in service interruptions over the past year.
  • Developed scripts for real-time chat responses that streamlined customer interactions and improved service effectiveness by 62%.
  • Leveraged CRM and technical support software to track and manage over 13 customer tickets daily with a satisfaction rate of 54%
  • Spearheaded process improvements in escalations that eliminated delays, cutting reassignment fallbacks by 84%, saving 9 annually.

Affiliations

  • American Society of Safety Professionals
  • Certified Technical Support Specialist Member
  • Association for Computing Machinery
  • Telecommunications Industry Association (TIA)
  • Society of Human Resource Management
  • International Association of Administrative Professionals
  • Customer Service and Support Professionals Network
  • National Technical Honor Society (NTHS)
  • Women in Technology International (WITI)
  • National Association of Social Workers

Certifications

  • ITIL Practitioner Certification
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Technician of Internet Web (CIW) - Networking Technology
  • Apple Certified Support Professional (ACSP)
  • ServSafe
  • Certified Support Desk Analyst (SDA)
  • HDI Desktop Support Technician (HDI-DST)
  • CompTIA A+ Certification
  • Salesforce

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