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Skills

  • Proficiency in process and procedure
  • Hardware setup and connectivity support
  • Failure resolution
  • Project organization
  • Data analysis for customer feedback trends
  • MS Office
  • Adaptability to new tools and software updates
  • ISP software integration
  • Proficiency in framework
  • First Aid/CPR

Work Experiences

  • Collaborated with cross-regional teams.
  • Acted as liaison between field engineers and customers.
  • Accurately documented bugs and technical issues.
  • Saved $8 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved improvement over one year.
  • Coached fellow support representatives on advanced troubleshooting methods, increasing the team's overall problem resolution rate by 24% over two years.
  • Achieved President's Club for consistently maintaining a customer satisfaction score above 65% for the past year.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Assisted in optimizing web-based support portals by suggesting user-friendly changes, leading to a 20% decrease in repetitive customer inquiries.

Summaries

  • Achieved Excellence Award for maintaining exceptional customer service quality, reducing service interruptions, and ensuring timely resolution of ISP technical issues.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Clear understanding of budget management and project management as well as stakeholder engagement training.
  • Boosted performance by 37% in customer service metrics.
  • Assisted customers in troubleshooting hardware issues.
  • Adept at identifying and isolating recurring network issues, implementing proactive solutions to reduce downtime by 54% and improve customer satisfaction.
  • Achieved a 63% boost in internal service processes.
  • Setup devices, troubleshoot issues, and optimize settings are all skills I have.
  • Applies technical knowledge and diagnostic skills to problems in order to solve them and maintain usability and performance.
  • Collaborated with cross-functional departments on integration projects, improving service coordination and reducing service interruptions by 62% for customers.

Accomplishments

  • Resolved security-related technical issues for enterprise customers, reducing cybersecurity-related service complaints by 59%.
  • Maintained an 84% adherence rate to SLAs (Service Level Agreements) for resolving tier 1 and tier 2 technical support queries.
  • Documented and resolved metric which led to initiative.
  • Resolved product issue through consumer testing.
  • Configured and diagnosed network modem issues for over 13 customers monthly, decreasing average service ticket handling time by 25% minutes.
  • Monitored customer satisfaction metrics and resolved common issues preemptively, leading to a 40% positive feedback increase in user surveys.
  • Leveraged CRM and technical support software to track and manage over 13 customer tickets daily with a satisfaction rate of 54%
  • Optimized issue escalation protocols, decreasing instance of ticket misrouting by 73% within several months.
  • Collaborated with engineering team to resolve network infrastructure issues, decreasing customer complaints by 64%.
  • Trained over 3 staff on using Salesforce, boosting team response times to technical queries by 71%.

Affiliations

  • National Technical Honor Society (NTHS)
  • Help Desk Institute (HDI)
  • Multilingual Customer Support Professionals Network
  • Association for Computer Operations Management (AFCOM)
  • Global Association for Customer Engagement
  • Professional Association for Customer Engagement (PACE)
  • Society of Human Resource Management
  • Jaycees
  • International Technical Support Management Professionals Group
  • Society of Women Engineers

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • ServSafe
  • Certified Support Desk Analyst (SDA)
  • First Aid/CPR Certified
  • ServiceNow Certified System Administrator
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Network Associate (CCNA)
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • CompTIA A+ Certification
  • Certified Public Accountant

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