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Skills

  • Procedure equipment
  • Customer Downtime Reduction
  • Regulatory compliance
  • Activation process efficiency optimization
  • Process improvement
  • Escalation reduction techniques
  • Budgets
  • Application support
  • Client Onboarding Optimization
  • TCP/IP

Work Experiences

  • Achieved 51% adherence to quality standards.
  • Achieved results within 18 months.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Collaborated with cross-functional teams.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Increased company revenue by 18% beyond two years targets by upselling products and services.
  • Achieved 25% completion rate on first contact.
  • Aligned Activation Support with company goals.
  • Collaborated with the project management team.
  • Achieved Top Performer for exemplary customer service by resolving 27% of activation inquiries in under several months.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Achieved resolution within 6 months.
  • Achieved a 24% reduction in escalated cases.
  • Excellent stakeholder engagement and team leadership knowledge.
  • Achieved 55% faster resolution times.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Achieved Excellence Award as an Activation Support Technician.
  • Within Miscellaneous, senior Activation Support Technician and outstanding performer in budget management and strategic planning.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Advanced expertise in improving network stability, implementing monitoring that decreased activation disruptions by 7 hours per month.

Accomplishments

  • Worked through a backlog of 16 activation support tickets, driving case closure rate improvement by 49% in less than two years.
  • Monitored and reported key performance metrics, including average resolution times, activation errors, and satisfaction rates, allowing leadership to make informed decisions.
  • Resolved product issue through consumer testing.
  • Played a pivotal role in launching process, offering activation support that contributed to a 4% boost in customer satisfaction.
  • Delivered tailored activation services for 4 enterprise accounts, resulting in 46% positive customer feedback in 2024.
  • Successfully assisted in initiative, contributing to 62% reduction in activation-related issues and an increase in operational efficiency.
  • Collaborated closely with cross-departmental teams to create technical Activation Support guides, reducing ticket resolution time by 5 hours.
  • Established a feedback loop with customers to address product activation hurdles, resulting in enhancements that led to 48% fewer escalations.
  • Mentored junior technicians, contributing to a 46% increase in overall team performance and customer satisfaction in activation-related tickets.
  • Implemented a knowledge base for Activation Support that reduced average case handling time by 16 minutes, enhancing overall productivity.

Affiliations

  • Customer Service Professionals Network (CSPN)
  • Jaycees
  • Tech Support Alliance Network (TSAN)
  • Network Professional Association (NPA)
  • CompTIA Membership
  • Association of Technical Support Professionals (ATSP)
  • American Marketing Association
  • International Association for Cybersecurity and Intelligence (IACI)
  • Service Desk Institute (SDI)
  • International Council of Nurses

Certifications

  • Certified Troubleshooting Expert (CTE)
  • CompTIA A+ Certification
  • Certified in Risk and Information Systems Control (CRISC)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Field Services Technician (CFST)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified: Modern Desktop Administrator Associate
  • ServSafe
  • ServiceNow Certified System Administrator
  • Certified Public Accountant (CPA)

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