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Skills

  • Team building
  • Performance Metrics Tracking
  • Multi-channel client communication (phone, email, chat, in-person)
  • Conflict resolution
  • Communications
  • Customer service
  • End-user training and onboarding
  • Team management
  • Training program development
  • Operational improvement

Work Experiences

  • Assisted with troubleshooting escalations to Level 2 support and provided critical insights that prevented breaches of SLAs.
  • Achieved accurate diagnostics.
  • Collaborated with compliance to standardize service documentation.
  • Transported Tableau to three years customer locations.
  • Conducted client system health checks 14 times per one year, leading to a 37% improvement in overall performance.
  • Identified service gaps and found needed resources for individuals, such as housing, job placement, and other forms of assistance.
  • Achieved framework during the project.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Had an excellent attendance record and was always on time for work.
  • Analyzed support tickets for recurring issues.

Summaries

  • Boosted team efficiency by 38% %.
  • Consistently exceeded client expectations in fast-paced environments by delivering well-timed and accurate solutions to technical challenges.
  • Demonstrated ability to form and maintain long-term relationships.
  • Achieved faster case resolution.
  • Client Services Technician with 3 years of successful risk assessment and data analysis experience.
  • Authored detailed knowledge base articles accessed by 12 clients, reducing support requests by 64% and improving self-resolution rates.
  • Consistently earned customer satisfaction scores above 19% by maintaining a responsive, solution-oriented approach to technical issues.
  • Collaborative team player.
  • Quality assurance is something I'm familiar with, and I'm always looking for ways to improve operations and personalize assistance.
  • Achieved no infractions during external audits.

Accomplishments

  • Optimized client onboarding procedure, reducing initial system setup times by 25% and enhancing the client experience across 13 accounts.
  • Designed and deployed a network infrastructure solution for 6 user sites, improving system reliability and cutting outage response times by 67%.
  • Resolved product issue through consumer testing.
  • Received customer satisfaction scores consistently above 76% due to quick issue resolution and responsive client interactions.
  • Led team collaboration between method and system to shorten average service call duration by 21%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Actively mentored junior technicians in workflow optimization techniques, improving team output by 78% during quarterly review.
  • Troubleshot escalated client issues requiring Level 16 support, adhering to strict SLA guidelines and reducing incident resolution times by 64%.
  • Executed a real-time performance monitoring initiative for client systems, which contributed to a 38% improvement in service uptime.
  • Managed the implementation of Asana, leading to increased client satisfaction and a reduction in response times by 31%.

Affiliations

  • Member of QuickBooks User Group (2024 – Present)
  • IEEE Computer Society Membership
  • American Society of Safety Professionals
  • Society of IT Service Management (itSMF USA)
  • Jaycees
  • Help Desk Institute (HDI) Membership
  • Rotary International
  • Certified in Cybersecurity Fundamentals (2016)
  • Toastmasters
  • Member of the Remote Work Professionals Network

Certifications

  • ServiceNow Certified System Administrator
  • Google IT Support Professional Certificate
  • Apple Certified Support Professional (ACSP)
  • GIAC Security Essentials (GSEC)
  • Certified Data Center Management Professional (CDCMP)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Public Accountant
  • CompTIA A+ Technician
  • ITIL Practitioner
  • Apple Certified Associate (ACA)

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