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Skills

  • Budgets
  • MS Office
  • Root cause analysis
  • Business operations
  • Customer satisfaction improvement
  • IT Service Management (ITSM)
  • Relationship development
  • Continuous process improvement
  • Enterprise IT support
  • Category equipment

Work Experiences

  • 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.
  • Achieved a 22% resolution rate.
  • Collaborated closely with the Product Development team to prioritize feature improvements based on customer feedback, driving an increase in 65% by 49%.
  • Worked closely with Tableau and Microsoft Excel users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Authored detailed troubleshooting guides, utilized by 3 support professionals globally, reducing internal escalations by 45% per quarter.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Achieved results in 2017.
  • Contributed $13 in revenue.

Summaries

  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Workday expert and Asana user.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved zero security breaches.
  • Collaborated to enhance workflow automation.
  • Excellent process improvement and strategic planning knowledge.
  • Advanced troubleshooting skills.
  • Achieved an 77% improvement in disaster recovery processes.
  • Competent Enterprise Support Engineer with experience assisting category users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.

Accomplishments

  • Developed failover procedures for mission-critical systems using Microsoft Excel, resulting in 49% reduction in recovery time during high-severity incidents.
  • Collaborated on DevOps automation process improvements, integrating CI/CD pipelines that reduced deployment times by 84% and minimized manual errors.
  • Led after-hours incident management, resolving 13 critical issues without the need for further escalations and maintaining operational uptime.
  • Analyzed recurring service faults across multiple international offices, developing automated monitoring that cut future incidents by 69%.
  • Worked alongside DevOps teams to streamline infrastructure deployment using HubSpot, achieving a 41% reduction in the deployment cycle.
  • Collaborated with global tech teams using multilingual communication to provide clear and timely resolutions for ERP system outages within three years.
  • Coordinated with customer-facing teams to implement customized solutions for Salesforce, achieving 42% client retention by delivering strategic consultation and optimized configurations.
  • Led efforts to address complex incidents for Salesforce, resolving 37% within 6 months and significantly enhancing client SLA compliance.
  • Provided technical guidance on the integration of HubSpot with legacy systems, enabling a smooth transition with no unscheduled downtime.
  • Delivered in-depth post-incident reports to senior leadership that included trend analysis, resulting in a 47% improvement in preventative action implementations.

Affiliations

  • Member of the Global Association of Technical Support Professionals
  • Member of the Database Administrators Association (DBAA)
  • Active participant in the DevOps Institute
  • Professional member of the Help Desk Institute (HDI)
  • Association of Information Technology Professionals
  • Member of the IT Infrastructure Library (ITIL) user group
  • American Medical Informatics Association
  • Toastmasters
  • Involvement in The World Organization of Webmasters professional group
  • Active member of Association for Computing Machinery (ACM)

Certifications

  • Microsoft Certified: Azure Solutions Architect Expert
  • Project Management Professional (PMP)
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • Certified Information Systems Auditor (CISA)
  • Certified Information Privacy Professional (CIPP/E) – Europe
  • Red Hat Certified Engineer (RHCE)
  • Cisco Certified Network Professional (CCNP) - Enterprise
  • CompTIA A+ Technician
  • Certified Cloud Security Professional (CCSP)
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate

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