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Skills

  • Customer support needs assessment
  • Critical incident response coordination
  • Supervision
  • Process improvement
  • Inventory management
  • Network Troubleshooting
  • Service desk support
  • MS Office
  • Hardware upgrades
  • Invoice generation

Work Experiences

  • Collaborated with the development team.
  • Wrote whitepapers, user manuals, implementation documentation, and support base entries, among other technical documents.
  • Achieved a 58% reduction in resolution time.
  • Maintained my cool and patience by employing de-escalation techniques and providing positive customer support in the face of difficult customer situations.
  • Conducted application performance monitoring training.
  • Helped end-users with software and hardware troubleshooting to figure out what was wrong with their systems.
  • Collaborated with cross-functional teams to launch a new troubleshooting knowledge base, increasing first-call resolution rate to 15%.
  • Achieved Top Performer for service excellence.
  • Researched, documented, and escalated support cases to higher levels of support when I was unable to resolve issues using available resources.
  • Installed and configured printers and scanners, as well as resetting default device passwords to prevent cyber attacks.

Summaries

  • Proven track record of motivating streamlined to achieve team, individual, and management goals.
  • Bringing a deep understanding of initiative operations as well as a resilient nature focused on identifying root causes and implementing long-term solutions.
  • CPA certified
  • Business Technical Support Lead capable of assisting category users in resolving issues with computer systems, mobile devices, and peripheral equipment.
  • Team leadership and process improvement abilities are exceptional.
  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • Vendor management in process settings and performance reporting in strategic planning settings.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Looking forward to taking on a new challenge with a successful team.
  • Team player who is proactive and hardworking, with a focused mentality and a methodical approach.

Accomplishments

  • Influenced cross-department collaborations that bolstered end-user experience, resulting in an 71% improvement in customer feedback scores.
  • Spearheaded the development of detailed, user-friendly knowledge base articles that reduced customer ticket volume by 23%.
  • Improved multi-channel support efficiency by developing an optimized communication workflow, increasing customer satisfaction by 75%.
  • Took ownership of P1 and P2 incident resolution process, significantly decreasing response times by 68%.
  • Analyzed technical support performance metrics and provided actionable insights to improve efficiency, achieving a 20% process improvement.
  • Led a task force to overhaul outdated technical workflows, slashing processing times for recurring issues by 29%.
  • Managed escalations efficiently, resulting in over 27% alignment with agreed-upon SLAs across 5 support channels.
  • Enhanced the company’s customer support framework by introducing a detailed QA process, leading to 72% higher ticket resolution accuracy.
  • Liaised with Jira vendors to reduce technical support overhead, cutting incident resolution times for high-priority tickets by 50% hours.
  • Negotiated service-level agreement terms with stakeholder procedure that guaranteed response within 2 hours for advanced escalations.

Affiliations

  • Member, Customer Service Institute of America (CSIA) - Attends workshops on enhancing the customer experience and adapting CRM solutions.
  • Certified Customer Relationship Management (CRM) Practitioner - Continuous education through process learning resources and industry events.
  • Certified in IT Service Management (ITSM) - Regular participation in service quality forums to stay updated on incident management strategies.
  • Contributing author, Support Management Forum - Wrote articles on reducing incident escalations and enhancing support database knowledge sharing.
  • Member, Project Management Institute (PMI) - Pursuing certifications and networking with leaders in change management and service quality improvement.
  • Member, Network Professionals Association (NPA) - Participating in knowledge exchange programs on optimizing tiered support processes.
  • Graduate, method - Bachelor’s in Information Technology with a focus on network administration and troubleshooting methodologies.
  • Speakers Bureau, Enterprise Support Leadership Consortium - Delivered insights on using performance reporting to craft customer support policies.
  • Certified DevOps Professional - Part of a community of support leads focusing on aligning development and IT operations to improve product rollout.
  • Member, Society of Information Risk Analysts (SIRA) - Engaged in discussions on managing risk for customer-facing IT products and services.

Certifications

  • Google IT Support Professional Certificate
  • Customer Success Manager Certified Professional (CSMCP) – Customer Success Association
  • Cisco Certified Network Associate (CCNA)
  • Certified Customer Support Specialist (CCSS) - Summit Group
  • Six Sigma Green Belt Certification
  • Microsoft Office Specialist (MOS)
  • Project Management Professional (PMP)
  • ISO 20000 Lead Implementer - PECB
  • Microsoft Certified: Azure Fundamentals
  • CompTIA Advanced Security Practitioner (CASP+)

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