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Skills

  • Microsoft Visual C#.NET
  • Relationship development
  • Database development
  • Product lifecycle management
  • Customer service
  • Reporting and documentation
  • High-net-worth client servicing
  • Budgets
  • Data audits
  • Microsoft .NET framework

Work Experiences

  • Completed the project one year ahead of schedule.
  • Collaborated with third-party vendors.
  • Designed and hosted 9 customer webinars on Workday features, significantly reducing technical inquiries.
  • Procedure and analytical data structures were designed and developed by me.
  • Oversaw the delivery of system project by program team, which resulted in system.
  • Saved $10 by putting in place cost-cutting measures that addressed long-standing issues.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Created databases and table structures for web applications using the system architecture methodology.
  • Collaborated with the R&D department.
  • Contributed essential feedback on user experience.

Summaries

  • Achieved results across 16 units.
  • Clientele Technician is a multi-talented Clientele Technician who is consistently rewarded for planning and operational improvements.
  • Database Administrator with 2 years of experience in database design, administration, data modeling, data warehousing, Enterprise Systems Architecture, and Business Intelligence (BI).
  • Conducted root cause analysis.
  • Conducted client needs assessments.
  • Procedure and program are two languages in which I am fluent.
  • Contributed to $2 in upselling revenue.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Accomplished in client feedback collection and integration, providing actionable insights that directly contributed to Workday improvements.
  • Collaborated with cross-functional teams.

Accomplishments

  • Jointly led troubleshooting sessions with cross-functional teams, improving time-to-resolution on complex client issues.
  • Redesigned ticketing process by implementing automation tools, reducing average ticket response time by 68%.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 3 in the development of framework.
  • Collaborated with product development teams to address recurring client feedback, resulting in QuickBooks improvements.
  • Spearheaded cross-team initiative to introduce remote diagnostics tool, cutting on-site troubleshooting by 66%.
  • Provided insights and data analysis that led to the development of new service bundles, increasing sales opportunities by 65%.
  • Analyzed customer service data, optimizing processes to improve service availability and response times.
  • Assisted human resources in developing training materials, leading to a reduction in training time across new hires by 56%.
  • Introduced new reporting tools to track SLA performance, increasing SLA adherence rates from 83% to 83%.

Affiliations

  • Society of Human Resource Management
  • Jaycees
  • Society of Women Engineers
  • International Association of Information Technology Asset Managers (IAITAM)
  • Rotary International
  • International Association of Computer Science and Information Technology (IACSIT)
  • International Association of Administrative Professionals
  • Lions Club
  • International Customer Management Institute (ICMI)
  • CompTIA Association of Information Technology Professionals (AITP)

Certifications

  • First Aid/CPR Certified
  • Cisco Certified Network Professional (CCNP)
  • Google Professional Cloud Network Engineer
  • Project Management Professional (PMP)
  • ServiceNow Certified System Administrator
  • CompTIA Security+
  • Certified Technology Specialist (CTS)
  • Certified Support Manager (CSM) by HDI
  • Cisco Certified Network Associate (CCNA)
  • Certified Hardware Asset Management Professional (CHAMP)

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