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Skills

  • Team building
  • Client issue resolution
  • Inventory and Resource Management
  • Efficient technical reporting
  • Process improvement
  • Reduction in repeat client issues
  • Hardware installation and configuration
  • Documenting activities
  • Supervision
  • Client environment assessments

Work Experiences

  • Achieved customer satisfaction.
  • Achieved a 27% boost in customer satisfaction.
  • Achieved results within several months.
  • Achieved Employee of the Year for excellence.
  • Oversaw the setup of new users as well as the relocation of existing users.
  • Achieved zero confidentiality breaches over 17 years.
  • Achieved successful integration of procedure.
  • Closed 14% of customer issues after the first ticket submission.
  • Looked for industry trends on social media and through online sources.
  • Achieved a 42% improvement in client retention rates.

Summaries

  • Cleared backlog by 53% in the Phoenix region.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved a 78% reduction in system downtime.
  • Assessed client needs for upgrades.
  • Collaborated with product development teams.
  • Within Miscellaneous, senior Customer Zone Technician and outstanding performer in strategic planning and vendor management.
  • Excellent planning and communication abilities.
  • Installing, repairing, and configuring telecommunications equipment is a job for an experienced installation and repair technician.
  • Configured HubSpot services across 13 zones.
  • Committed to safety and efficiency.

Accomplishments

  • Connected category with installation technicians to standardize procedures, which expedited setup times by 19%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Partnered with product development teams to refine installation workflows, reducing escalations by 23%. Feedback from clients highlighted improved service quality.
  • Reduced repeat service requests by 82% with the introduction of advanced installation techniques tailored to complex client setups.
  • Authored support guides for frequently encountered installation issues, reducing information gaps and increasing first-call resolution rates by 64%.
  • Developed training materials that led to improved team proficiency in handling complex installations, with a 32% success rate on first attempts.
  • Trained 6 junior technicians in installation methods, which led to a 53% decrease in setup time across the region.
  • Documented and resolved system which led to method.
  • Engineered new diagnostic protocols that improved resolution speed on-site and reduced technician dependency for re-installation tasks.
  • Monitored and maintained Asana systems, ensuring optimal performance and reducing service interruptions by 80%.

Affiliations

  • Project Management Institute
  • Jaycees
  • Institute of Customer Service (ICS)
  • International Customer Service Association (ICSA)
  • Association for Supply Chain Management (APICS)
  • National Association of Social Workers
  • International Field Service Alliance (IFSA)
  • Public Safety Communications Certification (TETRA)
  • Certified Wireless Network Professional (CWNP)
  • Society of Cable Telecommunications Engineers (SCTE)

Certifications

  • Certified Public Accountant (CPA)
  • Microsoft Certified Solutions Associate (MCSA): HubSpot
  • Structured Cabling System (SCS) Certification - Brightline
  • SHRM Certified Professional (SHRM-CP)
  • First Aid/CPR Certified
  • Certified Field Technician - 2023
  • Google Certified Professional Cloud Architect
  • Certified Information Technology Technician (CIT) - 2021
  • Certified Telecommunications Network Specialist (CTNS)
  • Fiber Optic Association (FOA) - CFOT

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