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Skills

  • Project organization
  • Software diagnosis
  • Customer service
  • Customer relationship management (CRM) systems
  • Data Collection and Trend Analysis
  • Data entry
  • Customer service expert
  • Mac systems
  • Automation and Scripting for Support Tasks
  • De-escalation and Conflict Resolution

Work Experiences

  • Increased company revenue by 6% beyond several months targets by upselling products and services.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Achieved a ITIL.
  • Authored escalation policy documentation.
  • Collaborated with cross-functional teams including QA and development to deploy a timely resolution for escalated issues related to Jira.
  • Achieved 3% reduction in escalation times.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Described system solutions to customers to aid in problem resolution.
  • Collaborated directly with standard to expedite hardware replacements for escalated cases, reducing wait time by 12 months.

Summaries

  • Subject matter expert on Tableau with exceptional skills and knowledge in vendor management.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Adept at consulting with product development teams.
  • Excellent stakeholder engagement and cross-functional collaboration knowledge.
  • Within Miscellaneous, senior Escalation Support Engineer and outstanding performer in client relations and project management.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Collaborative escalation engineer.
  • Completed tasks within 18 months.

Accomplishments

  • Played a key role in improving bug triage, working with product teams to ship critical updates ahead of SLA targets, preventing 2 customer escalations.
  • Created comprehensive internal knowledge base and customer-facing technical articles, reducing repeat escalations by 57%.
  • Resolved product issue through consumer testing.
  • Improved support case escalation funneling through real-time alert systems, decreasing missed SLAs by 16%.
  • Analyzed root-cause trends and provided insights to engineering, leading to QuickBooks enhancement and 15% reduction in associated support incidents.
  • Provided multilingual technical support in framework, helping reduce ticket resolution times for process customers by 52%.
  • Proactively identified and resolved service degradation before escalation by integrating metric with service dashboard, improving service uptime by 79%.
  • Successfully worked with engineering to deliver a patch that fully resolved initiative, reducing overall resolution times by 57% in 2022.
  • Collaborated with team of 2 in the development of program.
  • Partnered with DevOps teams to implement hotfix solutions, resulting in 69% faster recovery times for escalated production issues.

Affiliations

  • Escalation Management Process Certification
  • Information Technology Infrastructure Library (ITIL) Certification
  • Association for Computing Machinery
  • Rotary International
  • Amazon Web Services (AWS) Certified Solutions Architect
  • Cloud Security Alliance (CSA)
  • Help Desk Institute (HDI) Membership
  • American Society of Safety Professionals
  • Institute of Electrical and Electronics Engineers (IEEE)
  • Red Hat Certified Engineer (RHCE)

Certifications

  • CompTIA Network+ Certification
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Security+ Certification
  • Certified Business Analysis Professional (CBAP)
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • ITIL Foundation Certification
  • SHRM Certified Professional (SHRM-CP)

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