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Skills

  • Escalation handling
  • Budgets
  • Software diagnosis
  • Regulatory compliance
  • Active Directory Administration
  • CRM Software (QuickBooks)
  • Client relations and retention
  • Customer service expert
  • Team building
  • MS Office

Work Experiences

  • Achieved resolution during 2019.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 8 new accounts.
  • Coordinated with development teams.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Created comprehensive client system documentation.
  • Boosted productivity by 58%.
  • Achieved results within one year.
  • Contributed to improved overall team expertise.
  • Set up workstations for employees by configuring hardware, devices, and software.

Summaries

  • Boosted efficiency and client satisfaction.
  • Achieved a 16% reduction in manual efforts.
  • Client-focused consultant.
  • PMP and PMP are proudly certified.
  • Strengths in data analysis and project management backed up by Miscellaneous training.
  • Adept in data-driven decision-making.
  • Computer Support Consultant with 5 years of successful workflow optimization and process improvement experience.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Client-focused Computer Support Consultant with extensive experience in system alert monitoring and proactive issue resolution, preventing 13 outages over two years.
  • Boosted satisfaction ratings by 63%.

Accomplishments

  • Trained 17-plus staff members on new system updates, significantly improving software adoption rates by 49%.
  • Introduced a personalized training program that helped reduce team error rates during onboarding by 76%.
  • Developed automated troubleshooting scripts for common issues, cutting resolution time by 77%.
  • Successfully transitioned 14 clients to a remote support system, reducing onsite visits by 80% while maintaining service efficiency.
  • Collaborated in the testing and deployment of Asana, reducing system downtime during upgrades by 33%.
  • Authored technical materials and end-user guides that were used by 12 employees, improving overall job performance.
  • Resolved product issue through consumer testing.
  • Integrated advanced diagnostic tools into the support process, reducing average troubleshooting time by 25% and enhancing overall efficiency.
  • Implemented a client satisfaction improvement mechanism, raising feedback scores by 78% across 12 touchpoints.
  • Documented and resolved procedure which led to method.

Affiliations

  • Association for Computing Machinery (ACM)
  • Technology Services Industry Association (TSIA) - Technical Support Services Member
  • National Association of Social Workers
  • Association of Computer Operations Managers (AFCOM) - Data Center Specialist
  • Cybersecurity Maturity Model Certification (CMMC) Accreditation Board - Ongoing Training
  • Women in Technology International (WITI) - Leadership Training Participant
  • Lions Club
  • Association for Supply Chain Management (APICS)
  • Project Management Institute (PMI) - Agile Certified Practitioner (PMI-ACP)
  • Institute of Electrical and Electronics Engineers (IEEE) Computer Society

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Certified IT Support Technician (CITST)
  • First Aid/CPR Certified
  • Microsoft Certified Solutions Associate (MCSA)
  • SHRM Certified Professional (SHRM-CP)
  • Apple Certified Associate (ACA)
  • Microsoft Certified: Dynamics 365 Fundamentals
  • HDI Support Center Analyst
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Network Associate (CCNA)

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