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Skills

  • End-user training
  • MS Office
  • Relationship development
  • Desktop support
  • User account management
  • Project organization
  • Cross-team collaboration
  • Cross-functional collaboration
  • Time management
  • Incident Response

Work Experiences

  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Assisted in configuring and updating hardware components for 16 end-users across Atlanta, improving system performance and user productivity.
  • Championed the integration of procedure, which optimized support workflows and reduced manual error by 71%.
  • Achieved an average customer satisfaction score of 53%.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Collaborated with cross-functional teams, providing feedback on new feature rollouts that reduced user-reported bugs by 62%.
  • Advised clients on cost-effective software upgrades.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Collaborated with the IT team.

Summaries

  • Adept at Tier 1 support.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Client Support Technician with a 7-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • 13 years of experience in technical assistance.
  • Achieved results through cross-functional collaboration.
  • Certified Client Support Technician skilled in diagnosing and resolving technical issues for Microsoft Excel. Successfully reduced user-reported bugs by 33% through cross-functional collaboration.
  • Achieved 74% less downtime.
  • Achieved a 51% reduction in support requests.
  • Achieved 34% improvement in user experience.
  • Within Miscellaneous, senior Client Support Technician and outstanding performer in performance reporting and cross-functional collaboration.

Accomplishments

  • Took ownership of vendor communication for hardware issues, cutting resolution time by 42% and improving overall client satisfaction.
  • Handled escalating technical support cases for HubSpot, successfully resolving 28% of cases on first contact.
  • Resolved product issue through consumer testing.
  • Efficiently prioritized and managed support tickets, improving multi-tasking capabilities and reducing resolution time by 76%.
  • Documented and resolved method which led to system.
  • Led troubleshooting and diagnostics efforts, reducing average customer handling time by 67% over 2018.
  • Collaborated with team of 17 in the development of program.
  • Led the installation of new hardware for 16 users, ensuring compliance with system standards and delivering 33% uptime.
  • Assisted in the rollout of new software features for 17 users, reducing technical support requests related to unfamiliarity by 80%.
  • Decreased average customer response time by 73% through optimized use of help desk software and team coordination.

Affiliations

  • American Medical Informatics Association
  • Project Management Institute (PMI) - Member since 2016
  • Association for Computing Machinery
  • Association for Support Professionals (ASP) - Active Member
  • Apple Certified Support Professional - 2016
  • Society of Women Engineers
  • Google IT Support Professional Certificate
  • Rotary International
  • Microsoft Certified Solutions Expert (MCSE)
  • Certified Network Support Specialist - Summit Group (2022)

Certifications

  • Apple Certified Associate (ACA)
  • Linux Professional Institute Certification (LPIC-1)
  • Salesforce
  • Google Certified Professional Cloud Architect
  • Certified Ethical Hacker (CEH)
  • Cisco Certified Network Associate (CCNA)
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • Microsoft Certified: Azure Fundamentals
  • Certified Help Desk Manager (CHDM)
  • Microsoft Certified: Modern Desktop Administrator Associate

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