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Skills

  • Supervision
  • Process improvement
  • Team building
  • Organization
  • Problem resolution
  • End-user documentation and training
  • Application Performance Tuning
  • Defect identification and resolution collaboration
  • Cloud-based Application Support
  • Technical documents comprehension

Work Experiences

  • Acted as the primary point of contact for Austin region clients.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Achieved President's Club for excellence.
  • Contributed to a 11% enhancement in stability.
  • Achieved a 48% improvement in application performance.
  • Automated routine support tasks, reducing manual workload by 55% and freeing up time for more strategic initiatives.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 5 new accounts.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.

Summaries

  • Competent Application Support Executive with experience assisting system users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Achieved 12% improvement in user interactions.
  • Achieved a 35% improvement in application performance.
  • Accomplished Application Support Executive.
  • Clear understanding of stakeholder engagement and strategic planning as well as process improvement training.
  • Achieved a 75% compliance rate.
  • Strengths in strategic planning and stakeholder engagement backed up by Miscellaneous training.
  • Adept Application Support Executive with the ability to communicate technical complexity to non-technical users, consistently achieving customer satisfaction scores above method.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Application Support Executive with a 5-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.

Accomplishments

  • Assessed and resolved critical bugs in Salesforce, reducing the turnaround time for hot fixes from 7 days to 3 hours.
  • Designed and delivered technical training for 4 employees across process, ensuring consistent knowledge transfer on new application features.
  • Identified and resolved root causes of performance bottlenecks in QuickBooks, resulting in faster response times and eliminating user complaints.
  • Implemented robust activity monitoring tools, effectively decreasing unauthorized access to the system infrastructure by 27%.
  • Reduced storage costs by 16% through the introduction of optimized data archival and backup procedures.
  • Partnered with cross-functional teams to streamline issue escalation processes, resulting in a 33% reduction in ticket resolution times.
  • Authored comprehensive knowledge base articles, which were accessed by over 4 users to resolve routine issues within Microsoft Excel.
  • Resolved product issue through consumer testing.
  • Trained customer support teams on newly-implemented systems, leading to a 34% improvement in first-call resolution rates.
  • Implemented daily health check scripts that reduced downtime by 64% and provided proactive issue identification.

Affiliations

  • International Council of Nurses
  • International Software Testing Qualifications Board (ISTQB) Certified Tester
  • Global Association for Quality Management (GAQM) - Certified Application Support Specialist
  • CompTIA A+ 2019 Certification
  • Blue Prism Community Member 2019, HubSpot
  • Linux Professional Institute (LPI) Certification - 2021
  • American Marketing Association
  • Oracle Applications & Technology Users Group (OATUG)
  • American Medical Informatics Association
  • Association for Supply Chain Management (APICS)

Certifications

  • CompTIA IT Fundamentals (ITF+)
  • Amazon Web Services (AWS) Certified Solutions Architect
  • Zendesk for Support Administrators Certification
  • HDI Support Center Analyst Certification
  • Google IT Support Professional Certificate
  • Certified in Governance of Enterprise IT (CGEIT)
  • CompTIA Cloud+ Certification
  • Microsoft Certified Solutions Associate (MCSA): Windows Server
  • First Aid/CPR Certified
  • Cisco Certified Internetwork Expert (CCIE)

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