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Skills

  • Business continuity planning
  • Customer service expert
  • Knowledge base article creation and maintenance
  • Automation of routine IT tasks
  • Prioritizing high-priority incidents
  • Cross-functional team collaboration
  • Multichannel support handling
  • Team building
  • Customer Feedback Integration
  • Software diagnosis

Work Experiences

  • Collaborated with cross-functional teams.
  • Collaborated with software development teams.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Achieved a 44% decrease in critical incidents.
  • Achieved a 52% improvement in response times.
  • Automated the incident reporting process.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Achieved post-deployment system stability ratings of 48%.
  • Assisted in disaster recovery testing plans to ensure data integrity and minimize potential business impacts, gaining commendation from the customer success.
  • Increased company revenue by 9% beyond 6 months targets by upselling products and services.

Summaries

  • Associate Support Engineer with expertise in system performance monitoring, ensuring high availability and minimal disruption in mission-critical systems.
  • Aided team efficiency by 76%.
  • Associate Support Engineer is a multi-talented Associate Support Engineer who is consistently rewarded for planning and operational improvements.
  • Associate Support Engineer proficient in server patching.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Associate Support Engineer adept at deploying software patches.
  • Advanced knowledge of system log analysis.
  • Asana expert and Workday user.

Accomplishments

  • Documented and resolved initiative which led to process.
  • Developed command-line scripts to automate frequent diagnostics, reducing troubleshooting times by 49%.
  • Optimized system alert settings to filter out noise, increasing proactive resolution rates by 44% and improving operational stability.
  • Played a key role in improving team’s Service Level Agreement (SLA) compliance, achieving 51% adherence to resolution metrics within several months.
  • Initiated cross-departmental collaboration to resolve systemic issues, cutting average ticket resolution time by 22%.
  • Mentored junior support engineers, helping them improve their SLA adherence rates by 71% within 6 months.
  • Developed dashboards in SAP to streamline incident monitoring, allowing for proactive resolution and minimizing on-call disruptions by 16%.
  • Created and delivered customized technical trainings to end-users, improving their satisfaction scores by 73%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Reduced support ticket resolution times by 68% through collaboration with cross-functional engineering and development teams.

Affiliations

  • International Association of IT Asset Managers (IAITAM)
  • DevOps Institute
  • Association for Supply Chain Management (APICS)
  • IT Service Management Forum (itSMF)
  • Technical Support Engineers Association (TSEA)
  • National Association of Social Workers
  • International Association of Cloud and Managed Service Providers (MSPAlliance)
  • Amazon Web Services (AWS) Certified OSHA, 2018
  • American Society of Safety Professionals
  • Certified Kubernetes Administrator (CKA) - 2024

Certifications

  • Google Certified Professional Cloud Architect
  • Oracle Certified Professional, Java SE metric Developer
  • Microsoft Certified: DevOps Engineer Expert
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Microsoft Certified: Azure Fundamentals
  • Microsoft Certified Systems Engineer (MCSE)
  • Docker Certified Associate (DCA)
  • CompTIA Security+
  • ServSafe
  • CompTIA IT Fundamentals (ITF+)

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