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Skills

  • Data recovery
  • MS Office
  • IT Ticketing Systems
  • Process improvement
  • Desktop support
  • Process automation
  • Daily task prioritization
  • Supervision
  • Key incident reporting
  • Mentoring and training new hires

Work Experiences

  • Achieved improvement over the past 2016.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Authorized Level 3 escalation requests.
  • 50% reported minimal to no post-installation issues.
  • Described system solutions to customers to aid in problem resolution.
  • Automated routine troubleshooting tasks.
  • Answered support queries related to method with a focus on reducing hardware downtime and ensuring successful operation for 10 users.
  • Increased company revenue by 14% beyond the past year targets by upselling products and services.
  • Achieved this for 2015.
  • Consistently met or exceeded KPIs, maintaining over a 48% SLA compliance rate for 2018.

Summaries

  • Promotes vendor management and strategic planning skills that are dynamic.
  • Costs were consistently reduced while profits were increased.
  • Adept at post-incident analysis and documentation.
  • Level 2 Technical Support Representative with 3 years of successful client relations and workflow optimization experience.
  • Achieved 66% improvements in service times.
  • Achieved results during peak operational periods.
  • Adept at assisting in high-stakes product launches.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Achieved a 59% reduction in onboarding times.
  • Specializes in system and metric product troubleshooting.

Accomplishments

  • Provided after-hours, on-call IT support for Asana systems, resolving over 11 urgent cases per week.
  • Proactively reached out to clients post-resolution, achieving a 20% customer satisfaction increase within one year.
  • Liaised with external vendors to resolve third-party hardware issues, contributing to a 70% reduction in downtime.
  • Diagnosed and resolved complex technical issues on the first call, with a first-call resolution rate of 59%, boosting customer satisfaction scores.
  • Handled complex technical escalations, reducing the number of unresolved tickets over three years by 63%.
  • Suggested and developed automation scripts that reduced manual ticket processing time by three years per each request.
  • Collaborated with engineering to identify recurring bugs in SAP, leading to a patch that reduced support tickets by 59%.
  • Managed diagnostic tools like Tableau, improving fault detection accuracy by 37% for faster resolutions.
  • Implemented a proactive notification system for network downtimes, reducing reactive support requests by 50%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • National Society of IT Service Managers (NSITSM)
  • Association for Computing Machinery
  • International Council of Nurses
  • Association for Computing Machinery (ACM)
  • Zendesk Community Support Professionals Group
  • International Institute of Business Analysis (IIBA) Global Membership
  • American Medical Informatics Association
  • Apple Certified Support Professional Community
  • Certified ScrumMaster (CSM) Certification Network
  • Association of Support Professionals (ASP)

Certifications

  • Cisco Certified Network Associate (CCNA)
  • CompTIA Network+ Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Red Hat Certified System Administrator (RHCSA)
  • Apple Certified Associate (ACA)
  • CompTIA A+ Technician
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Business Analysis Professional (CBAP)
  • HDI Desktop Support Technician
  • Microsoft 365 Certified: Modern Desktop Administrator

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