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Skills

  • Cross-functional collaboration with development and product teams
  • Continuous improvement methodologies (e.g., Lean, Six Sigma)
  • Budgets
  • Customer Relationship Management (CRM) Software Proficiency
  • Problem resolution
  • Data-driven decision making
  • Regulatory compliance
  • Filing and data archiving
  • Sage 50 US
  • Client-centric problem resolution

Work Experiences

  • Avoided costly penalties for clients.
  • Kept the reception area clean to foster a positive, professional atmosphere for all stakeholders, including Associate Customer Engineers and clients.
  • Achieved zero performance issues.
  • Addressed common technical issues.
  • Planned domestic and international travel, including airfare, hotel reservations, and ground transportation.
  • Collaborated with the customer experience team to improve NPS scores, attaining a 84% increase in overall customer satisfaction.
  • Collaborated with the customer experience team.
  • Analyzed and addressed recurring system bugs, reducing incident frequency by 80% using root-cause analysis methodologies.
  • Automated routine maintenance tasks through scripting, reducing manual intervention time by 41% and freeing up resources for innovation.
  • Achieved 68% faster onboarding for new team members.

Summaries

  • Achieved a 77% reduction in resolution time for technical issues.
  • Strengths in risk assessment and process improvement backed up by Miscellaneous training.
  • With a background in accounting and finance, I am a talented administrative professional.
  • Applied data-driven decision-making strategies.
  • Associate Customer Engineer with demonstrated success in leading enterprise-level software deployments, ensuring timely and flawless execution for 11 clients.
  • Associate Customer Engineer with expertise in IT infrastructure automation.
  • Achieved results without extra costs for the business.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Analyzed system failures.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.

Accomplishments

  • Oversaw the integration of third-party tools with customer environments, leading to 57% operational improvements.
  • Contributed to the successful migration of client infrastructure to framework, resulting in 73% improved service reliability.
  • Reduced cloud infrastructure costs by 69% through careful optimization and strategic usage of Microsoft Excel.
  • Designed and delivered a user training program for 6 users, increasing system adoption by 60%.
  • Conducted post-implementation reviews and proposed enhancements that improved platform stability by 80%.
  • Successfully handled 9 escalations within SLA limits, which led to a 65% contract renewal rate among key accounts.
  • Demonstrated usage of continuous improvement methodologies such as Lean and Six Sigma to streamline technical support processes, producing a 52% reduction in troubleshooting time.
  • Implemented a training initiative for 8 end users, increasing adoption rates of the newly deployed software by 56%.
  • Supported 3 key enterprise clients with custom integrations, achieving 80% higher NPS (Net Promoter Score).
  • Trained and coached 10 junior staff members in technical troubleshooting, improving overall team performance by 48%.

Affiliations

  • National Association of Social Workers
  • Society of Women Engineers
  • Certified Kubernetes Administrator (CKA) - Certification received 2023
  • Lions Club
  • Association for Computing Machinery
  • Secured membership with Cloud Security Alliance (CSA) to help align customer data protection strategies
  • Active participant in DevOps Institute with a focus on continuous integration and delivery (CI/CD) pipelines
  • Society of Human Resource Management
  • Engaged in the Hardware Diagnostics Professionals Association (HDPA) - Focus on system-level troubleshooting frameworks
  • Member of the Incident Response Professionals Club, enhancing post-outage review techniques

Certifications

  • Apple Certified Associate (ACA)
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified Solutions Expert (MCSE): Productivity
  • Certified Solutions Developer (CSD) by Scrum Alliance
  • Google Workspace Administrator Certification
  • Microsoft Certified: Azure Administrator Associate
  • CompTIA Network+
  • Azure AI Fundamentals Certification
  • CompTIA Cloud+
  • VMware Certified Technical Associate (VCTA)

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