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Skills

  • First Aid/CPR
  • Managing multiple concurrent tasks
  • Customer service excellence in technical support
  • Data storage methods knowledge
  • Cross-functional team collaboration
  • Budgets
  • HTML understanding
  • Archival record prep
  • Communications
  • Knowledge of ITIL service management practices

Work Experiences

  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved 34% customer retention.
  • Achieved a resolution rate 66% faster than the team average.
  • Assisted in resolving framework networking issues.
  • Collaborated with the engineering team to test new device setups, facilitating the release of 4 improved hardware models.
  • Achieved a 49% satisfaction score.
  • Solved category issues, improved operations, and provided excellent customer service.
  • Analyzed feedback to ensure software patches for HubSpot were effective, reducing post-installation issues by 55%.
  • Automated manual tasks using Asana, leading to an increase in team productivity by 49%.
  • Conducted audits on peripheral devices.

Summaries

  • Adept at identifying and resolving recurring technical issues, saving the company $5 in hardware replacement costs through preventative maintenance.
  • Coached 10 new hires.
  • Strengths in stakeholder engagement and cross-functional collaboration backed up by Miscellaneous training.
  • Boosted team productivity by 56%.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Adept at identifying recurring technical issues.
  • Within Miscellaneous, senior Easy Technician Associate and outstanding performer in risk assessment and client relations.
  • Committed to making information easily accessible and adhering to the rules and regulations of the digital industry.
  • Adapted to dynamic working environments.
  • Client-focused professional.

Accomplishments

  • Supported a team of 6 technicians in completing 3 tech support tickets per week with 74% satisfaction rate.
  • Reduced customer downtime by 63% during the installation and configuration of Tableau systems.
  • Served as the primary point of contact for diagnosing critical failures across 8 locations, reducing downtime by 47%.
  • Provided remote and in-person support to over 5 clients, resulting in a 20% improvement in customer satisfaction.
  • Proactively identified recurring Tableau-related technical issues, reducing troubleshooting time by 71%.
  • Assisted in the training of 8 new team members, enhancing their technical troubleshooting skills and improving department efficiency.
  • Successfully returned over 7 previously malfunctioning devices to full working order through on-site repairs.
  • Led initiatives that improved help desk resolution times by 33%, contributing to a marked increase in overall team productivity.
  • Designed and implemented an asset tracking system using Microsoft Excel, improving hardware inventory accuracy by 20%.
  • Resolved product issue through consumer testing.

Affiliations

  • Field Technician Excellence Forum - Key Contributor
  • American Medical Informatics Association
  • Certified Warranty Group (CWG)
  • TechServe Alliance IT & Engineering Staffing Association
  • Toastmasters
  • Help Desk Institute (HDI) Certified Professional
  • Society of Cable Telecommunications Engineers (SCTE)
  • Association for Technicians in Computer Repairs
  • System Optimization Study Group - Atlanta
  • Lions Club

Certifications

  • Certified Technical Trainer (CTT+)
  • Microsoft Certified: Windows Server Hybrid Administrator
  • Apple Certified Associate (ACA)
  • Certified Configuration Management Specialist (CCMS)
  • ServSafe
  • Red Hat Certified System Administrator (RHCSA)
  • Microsoft Certified: Azure Fundamentals
  • CompTIA A+ Certification
  • Google IT Support Professional Certificate
  • CompTIA Network+

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