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Skills

  • Communication bridge management
  • Client relationship management
  • Data recovery
  • Collaboration with QA teams
  • Escalation process refinement
  • Operational improvement
  • Desktop support
  • Network Troubleshooting
  • Multiregional system support
  • Performance metrics analysis

Work Experiences

  • By providing high-quality and efficient support, I was able to keep existing clients and develop 7 new accounts.
  • Collaborated with Tier 1 and 2 support teams.
  • Acted as primary escalation point for high-profile issues.
  • Kept track of running systems and entered commands to troubleshoot issues like framework and standard.
  • Worked closely with Adobe Creative Suite and Salesforce users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Acted as an internal escalation advocate.
  • Analyzed trends in escalated tickets.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.

Summaries

  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Escalation Engineer with 7 years of successful quality assurance and data analysis experience.
  • CPA and ITIL are proudly certified.
  • Achieved 66% gains in service recovery time.
  • Balanced client relations with immediate technical fixes.
  • Costs were consistently reduced while profits were increased.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Clear understanding of strategic planning and vendor management as well as strategic planning training.
  • Assisted during major service disruptions.
  • Supporting hardware and software issues for process computer systems is a skillful Escalation Engineer.

Accomplishments

  • Documented and resolved framework which led to standard.
  • Led root cause investigations for escalated customer issues, resolving 17% of cases within category and exceeding SLA requirements.
  • Developed automated response scripts for recurring escalations, decreasing human error and improving incident resolution time by 2 minutes on average.
  • Led continuous improvement project focusing on high-frequency escalations, resulting in a preventive solution that decreased these escalations by 34%.
  • Served as the primary escalation point for global incidents, coordinating the resolution of 10% of issues within agreed service level targets.
  • Worked closely with product to prioritize and resolve production issues based on business impact, ensuring 28% alignment with operational goals.
  • Developed a collaborative escalation management framework with third-party vendors, which expedited the resolution of complex multi-vendor cases by 2 hours.
  • Collaborated with team of 11 in the development of procedure.
  • Orchestrated end-to-end network troubleshooting on escalated tickets, resulting in the restoration of services on average of 9 hours faster than baseline.
  • Trained junior engineers on advanced troubleshooting methods, which improved team's ability to handle complex escalations and led to a 80% increase in team efficiency.

Affiliations

  • Technical Support Engineer Association (TSEA)
  • Board Member at Technical Incident Resolution Society
  • Linux Professional Institute Certification (LPIC) for System Engineers
  • American Marketing Association
  • American Society of Safety Professionals
  • Society of Human Resource Management
  • Member of the Association for Support Professionals (ASP)
  • DevOps Foundation Certification via DevOps Institute
  • Member of the Association of Support Professionals (ASP)
  • CompTIA Network+ Certification Holder

Certifications

  • Certified Kubernetes Administrator (CKA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Public Accountant
  • JIRA Project Administration Certification
  • CompTIA A+ Technician
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Apple Certified Associate (ACA)
  • CompTIA Network+
  • Google Certified Professional Cloud Architect

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