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Skills

  • First Call Resolution Optimization
  • Project organization
  • Communications
  • System integration
  • Operational improvement
  • Automation of recurring diagnostics
  • Multilingual technical support (Mandarin)
  • Integration of Salesforce into existing infrastructure
  • Installation of complex electronic systems
  • Budgets

Work Experiences

  • Achieved cost savings of 79%.
  • Collaborated with cross-functional teams.
  • Achieved 29% reduction in service disruptions.
  • Collaborated with cross-functional teams to ensure seamless integration of HubSpot into existing systems, reducing project delays by 66%.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Inspected systems, diagnosed issues, and devised the best possible solutions.
  • Collaborated with the procurement team to evaluate and select vendors for essential electronic components, saving $17 annually.
  • Transported HubSpot to one year customer locations.
  • Achieved optimization within the past year.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

  • Achieved a 14% repair completion rate.
  • Achieved faster issue resolution by 77% compared to team benchmarks.
  • Successfully applying electronics and electrical circuitry knowledge to a variety of practical problems.
  • Collaborated with internal and external stakeholders.
  • Expert at investigating and diagnosing issues as well as conducting root cause analyses.
  • Achieved a 73% increase in repair accuracy.
  • Achieved overall service efficiency gain of 22%.
  • Electronic Services Specialist is a multi-talented Electronic Services Specialist who is consistently rewarded for planning and operational improvements.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Accomplished Electronic Services Specialist with a focus on optimizing technical support processes, reducing service response time by 52% through the implementation of advanced analytics.

Accomplishments

  • Integrated Microsoft Excel across service infrastructure, minimizing system interruptions and reducing service delays by 64%.
  • Delivered exceptional post-service technical support, maintaining a 80% customer retention rate over 11 years.
  • Mentored staff on the use of Workday, leading to a 69% reduction in manual errors within repair reports.
  • Championed the implementation of system, leading to 14 consecutive incident-free years in the service department.
  • Supervised the completion and upgrade of 16 specialized systems across Atlanta, minimizing system downtimes by 18%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Managed key projects that oversaw the automation of manual processes, increasing electronic service completion rates by 73%.
  • Optimized the electronic service ticketing system, improving first-call resolution rate by 30% within 2017.
  • Reviewed and improved existing service workflows, allowing for a 72% increase in interactions conducted within Service Level Agreements (SLAs).
  • Led successful launch of diagnostic and service monitoring tools across 17 client sites in Austin, reducing service time by 56%.

Affiliations

  • Toastmasters
  • Certified Service Manager (CSM) from Electronics Technicians Association (ETA)
  • National Association of Radio and Telecommunications Engineers (NARTE)
  • Institute of Electrical and Electronics Engineers (IEEE)
  • Society of Maintenance and Reliability Professionals (SMRP)
  • Certified Professional Maintenance Manager (CPMM) from the National Maintenance Society
  • Global Association of Service Technicians (GAST)
  • National Association of Social Workers
  • Technical Support Roundtable for Tableau Innovation and Integration
  • Electronics Components, Assemblies and Materials Association (ECA)

Certifications

  • Siemens PLC Programming Certification
  • Apple Certified Mac Technician (ACMT)
  • Microsoft Certified: Azure Administrator Associate
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Network Cable Installer (CNCI)
  • Certified Wireless Network Administrator (CWNA)
  • Wireless LAN Professional (CWSP Certified Wireless Security Professional)
  • ISA Certified Control Systems Technician (CCST)
  • Certified Fiber Optic Technician (CFOT)
  • CompTIA A+ Certification

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