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Skills

  • TCP/IP
  • Cross-functional team collaboration
  • Technical documents comprehension
  • Data-driven decision making
  • Desktop support
  • Business operations
  • Team leadership and development
  • Software diagnosis
  • Customer feedback analysis
  • Customer Support Strategy

Work Experiences

  • Built high-performing support teams that handled 4 support requests at peak times while consistently maintaining SLA targets.
  • Achieved a 63% improvement in overall product usability.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Collaborated with the product team on the rollout of ServiceNow, ensuring a seamless transition for 5 end-users.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Collaborated with engineering teams to identify root causes of recurring issues, helping to reduce repeat tickets by 72%.
  • Designed a robust feedback loop with customers, which led to a 47% improvement in overall product usability.
  • Cut costs by $16 annually.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Achieved results across two years.

Summaries

  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Competent Director of Technical Support with experience assisting procedure users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Achieved a 28% improvement in satisfaction scores.
  • Achieved a 71% lift in overall satisfaction ratings.
  • Adept at creating and maintaining customer relationships through effective technical support strategies, consistently driving improvements in NPS by 59%.
  • Adaptable leader in technical support, with experience handling post-launch customer incidents and improving onboarding processes, resulting in improved response times by 78%.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Boosted customer satisfaction by 45%.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Excellent performance reporting and quality assurance knowledge.

Accomplishments

  • Created comprehensive training and onboarding programs for new hires, reducing ramp-up time by 13 weeks and improving employee retention.
  • Coordinated with sales and product teams to create effective go-to-market technical support for Salesforce, facilitating a smooth launch for 5 users.
  • Led the efforts in implementing customer self-service tools, reducing low-priority support tickets by 16%.
  • Developed and implemented a technical support knowledge base that reduced average handle time by 73% across all support channels.
  • Drove collaboration between support and product development teams, resulting in the timely resolution of 10 critical bugs for Adobe Creative Suite.
  • Trained and mentored a team of 7 support agents, improving overall departmental productivity by 79% year over year.
  • Led an overhaul of CRM systems to integrate technical support logs, improving customer insights and leading to a 45% improvement in long-term retention.
  • Collaborated with cross-functional teams to refine product usability, reducing user-reported issues by 68%.
  • Oversaw daily operations of a Chicago-based technical support center, optimizing resource allocation to handle 2 tickets per day.
  • Collaborated with engineering to reduce average ticket resolution time by 41%, significantly improving customer satisfaction metrics.

Affiliations

  • Computing Technology Industry Association (CompTIA)
  • Project Management Institute (PMI)
  • IT Service Management Forum (itSMF)
  • Customer Experience Professionals Association (CXPA)
  • National Association of Service Managers (NASM)
  • Call Center Management Association (CCMA)
  • Technology Services Industry Association (TSIA)
  • American Society of Safety Professionals
  • Customer Support Leaders Forum
  • International Data Center Authority (IDCA)

Certifications

  • CompTIA A+ Technician
  • Customer Success Manager Certification from SuccessCOACHING
  • First Aid/CPR Certified
  • Cisco Certified Network Associate (CCNA)
  • Certified Technical Support Manager (CTSM) from HDI
  • Technical Support Professional Certification by CompTIA
  • Certified Support Professional (CSP) from HDI
  • Project Management Professional (PMP) from PMI
  • Google Certified Professional Cloud Architect
  • Project Management Professional (PMP)

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