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Skills

  • Customer Relationship Management (CRM)
  • Performance Metrics Tracking
  • Metric equipment
  • Documentation standardization
  • Training program development
  • Client-facing technical support
  • Operational improvement
  • Data analysis for service enhancements
  • Customer service
  • First Aid/CPR

Work Experiences

  • Conducted full system audits.
  • Captured immediate feedback.
  • Achieved accurate diagnostics.
  • Achieved 82% improved efficiency.
  • Automated routine diagnostic checks, leading to a 79% increase in system uptime for large client sites.
  • Collaborated with finance to standardize service documentation, resulting in faster resolution times for client cases.
  • Customized service solutions for clients using Asana, which reduced troubleshooting call-backs by 40%.
  • Achieved framework.
  • Transported Tableau to three years customer locations.
  • Authored detailed knowledge base articles.

Summaries

  • Achieved no infractions during external audits.
  • With a detail-oriented and conscientious approach, well-organized and resourceful.
  • Adept at managing the service needs of 13 clients daily, ensuring high levels of client satisfaction and effective SLA compliance.
  • Strengths in budget management and team leadership backed up by Miscellaneous training.
  • Achieved higher overall team productivity.
  • Costs were consistently reduced while profits were increased.
  • Client Services Technician skilled at performance metrics tracking.
  • Client Services Technician skilled at performance metrics tracking and workflow optimization, resulting in higher overall team productivity.
  • Client-focused Client Services Technician with a proven track record of reducing support tickets through knowledge base article creation and proactive issue resolution.
  • Accomplished team leader who trained new hires on Workday best practices, boosting team efficiency by 46% and facilitating seamless client interactions.

Accomplishments

  • Oversaw the deployment of new software for all client service agents, which improved daily task output by 76% over a the past year period.
  • Actively contributed to a cross-departmental task force that successfully reduced service level breaches by 30% over three years.
  • Optimized client onboarding procedure, reducing initial system setup times by 25% and enhancing the client experience across 13 accounts.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Collaborated with cross-functional teams to integrate client services protocols with human resources, enhancing communication efficiency by 45%.
  • Troubleshot escalated client issues requiring Level 16 support, adhering to strict SLA guidelines and reducing incident resolution times by 64%.
  • Created scripts for remote diagnostics that decreased troubleshooting time on client requests by 17 minutes per issue, increasing team productivity.
  • Designed and deployed a network infrastructure solution for 6 user sites, improving system reliability and cutting outage response times by 67%.
  • Implemented a continuous improvement workflow system that minimized service completion times by 76% during high-demand periods.

Affiliations

  • Certified Technology Specialist (CTS)
  • Member of QuickBooks User Group (2024 – Present)
  • IEEE Computer Society Membership
  • Technology Services Industry Association (TSIA)
  • Jaycees
  • Association of Information Technology Professionals
  • Association of Technology Professionals (ATP)
  • Member of Local Tech Community Meetups (Portland)
  • Community of Remote Workers and IT Field Technicians
  • TechServe Alliance Affiliate Membership

Certifications

  • Microsoft Certified Solutions Associate (MCSA): Windows 10
  • ITIL Practitioner
  • HDI Support Center Analyst
  • GIAC Security Essentials (GSEC)
  • Google IT Support Professional Certificate
  • Certified Information Security Manager (CISM)
  • Cisco Certified Network Professional (CCNP)
  • Certified in Risk and Information Systems Control (CRISC)
  • Zendesk Specialist Certification
  • Cisco Certified Network Associate (CCNA)

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