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Skills

  • Custom Service Plan Creation
  • Team building
  • Customer satisfaction survey analysis
  • Component adjustment and reconfiguration
  • Hardware repair for Power BI
  • Safety and compliance
  • Communications
  • Operational improvement
  • Standard equipment
  • Relationship development

Work Experiences

  • Efficiently troubleshot and repaired standard equipment to reduce company costs and increase productivity.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Developed detailed maintenance schedules to extend the life of metric equipment.
  • Transported Jira to one year customer locations.
  • Collaborated with cross-functional teams.
  • Collaborated with Beacon Labs customer service.
  • Achieved in 2016.
  • Customers were given an explanation of the diagnostic findings as well as repair or service options.
  • Achieved this in 2024.
  • Acted as a direct liaison between customers and Brightline.

Summaries

  • Collaborated with cross-functional teams to develop troubleshooting protocols, reducing diagnostic times by 18 months and increasing repair quality.
  • Achieved 60% resolution within 24 hours.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 79% reduction in recurring service requests.
  • Within Miscellaneous, senior Authorized Service Provider and outstanding performer in cross-functional collaboration and performance reporting.
  • Addressed technical concerns.
  • Achieved a 24% improvement in technician productivity through targeted training programs and process optimization.
  • Detail-oriented Service Tech with a track record of thoroughly testing and evaluating Adobe Creative Suite in order to provide prompt solutions.
  • Authorized Service Provider recognized for improving service efficiency by 72% and cutting device downtime by 45% through effective maintenance planning.
  • Achieved resolutions within 24 hours of inquiries.

Accomplishments

  • Adapted quickly to new standard, decreasing troubleshooting time by 30% for Northwind repairs.
  • Conducted hands-on training on advanced diagnostic tools, reducing technician dependency on external support by 80%.
  • Coordinated technical and logistical efforts for large-scale jobs, reducing system downtimes by 70% over two years.
  • Consistently achieved 26% in client satisfaction rates, as demonstrated through post-service surveys.
  • Coached a team of junior technicians, enabling them to meet performance targets 45% faster than their predecessor.
  • Improved service desk response rates by 79% by implementing AI-based chat solutions for first-line diagnostics.
  • Enhanced customer onboarding processes by developing a comprehensive after-service care package, boosting retention by 67%.
  • Optimized component reconfiguration procedures, cutting service repair times by 31% for complex hardware issues.
  • Successfully managed an inventory of over 17 products, significantly reducing stock shortages and repair delays.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Technology Services Industry Association Membership
  • Institute of Electrical and Electronics Engineers (IEEE)
  • National Association of Electrical Distributors (NAED)
  • International Facility Management Association (IFMA)
  • International Computer Refurbishers Society (ICRS)
  • Project Management Institute
  • Association of Information Technology Professionals
  • Customer Experience Professional Association (CXPA)
  • International Association of Administrative Professionals
  • Jaycees

Certifications

  • Apple Certified Associate (ACA)
  • SHRM Certified Professional (SHRM-CP)
  • Salesforce Certified Administrator
  • Certified Professional Maintenance Specialist (CPMS) from Ironclad Systems
  • Cisco Certified Network Associate (CCNA)
  • Certified Hardware Configuration Specialist (CHCS) by Vantage
  • Network Equipment Building System (NEBS) by Northwind
  • Google IT Support Professional Certificate
  • Certified Preventive Maintenance Technician (CPMT) by Beacon Labs
  • ServSafe

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