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Skills

  • Staff education and training
  • Customer journey mapping
  • Business operations
  • Mac systems
  • IoT Platform Deployment
  • Data entry
  • Supervision
  • Data-driven decision making
  • Client engagement growth
  • Vendor management

Work Experiences

  • Achieved a 21% reduction in reported issues.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Achieved 59% fewer service tickets.
  • Boosted engagement by 66% over two years.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Accelerated time to market for Adobe Creative Suite by 4 weeks.
  • Analyzed data patterns to propose optimization strategies for clients, which resulted in reducing energy consumption by 78% across the Southwest.
  • Collaborated with UX/UI teams to enhance customer interfaces, improving overall product usability and reducing drop-off rates by 70%.
  • Collaborated with cross-functional teams to develop tailored connected solutions that increased customer satisfaction by 29% within 12 months.

Summaries

  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Costs were consistently reduced while profits were increased.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Achieved a 67% reduction in case resolution time.
  • Collaborated with R&D to translate feedback.
  • Adept at executing client success strategies and creating support systems that consistently generate renewal rates in excess of 18% for SaaS-based solutions.
  • Subject matter expert on Salesforce with exceptional skills and knowledge in performance reporting.
  • Boosted client efficiency by 52%.

Accomplishments

  • Provided strategic insights through analytics on client SaaS usage, leading to a 46% increase in upsells over 18 months.
  • Led a real-time data analysis initiative, enabling predictive maintenance features that decreased system downtime by 16%.
  • Monitored customer SaaS platform performance, leading to a reduction of 65% in downtime and system errors.
  • Streamlined the client onboarding process for connected solutions platforms, reducing time-to-market by 84%.
  • Built and delivered technical workshops, enabling improved cross-team collaboration and reducing product cycle delays by two years.
  • Implemented targeted outreach campaigns that improved subscription renewal rates for digital/connected solutions by 52%.
  • Collaborated with team of 11 in the development of method.
  • Resolved product issue through consumer testing.
  • Collaborated with IT and compliance teams to ensure that all connected systems were aligned with method, reducing breach incidents by 70%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • International Association of Administrative Professionals
  • Association for Supply Chain Management (APICS)
  • Association of Strategic Alliance Professionals (ASAP)
  • Project Management Institute (PMI) – Relevant for handling multiple client projects
  • Association of Internet of Things Engineers (AIoTE)
  • DevOps Institute – For ongoing technical integration practices
  • Tech Support Alliance Network
  • Internet of Things Community (IoT Community)
  • International Data Management Association (DAMA)
  • American Society of Safety Professionals

Certifications

  • Certified Solutions Architect – IoT ServiceNow, 2021
  • Certified DevOps Professional – Specialization in Connected Solutions
  • Certified Public Accountant
  • Certified Connected Technology Analyst by Meridian, 2017
  • ServSafe
  • Cisco Certified Network Professional Enterprise (CCNP Enterprise)
  • CompTIA IoT+ Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Digital Product Management Certification by Cedar Works, 2021
  • Certified Cloud Digital Leader by Google

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