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Skills

  • Administrative support
  • Customer support needs assessment
  • First Aid/CPR
  • Hardware diagnosis
  • Troubleshooting proficiency
  • Call center experience
  • Organization
  • Project organization
  • Preventive maintenance strategies
  • Customer relationship management

Work Experiences

  • Collaborated with development teams.
  • Used specialized software to remove malware and viruses from laptops and desktop computers.
  • Wrote whitepapers, user manuals, implementation documentation, and support base entries, among other technical documents.
  • Achieved a 45% reduction in support ticket volume.
  • Used Asana, Workday, and SAP to implement system security and data assurance software.
  • Assessed risks.
  • Awarded the Top Performer.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.
  • Achieved a 35% performance increase.
  • Assisted during system migration projects.

Summaries

  • Field Technical Support Staff Member and team leader with 2 years of experience in procedure settings.
  • Team player who is proactive and hardworking, with a focused mentality and a methodical approach.
  • Has exceptional client relations and workflow optimization abilities.
  • Field Technical Support Staff Member is a hardworking and dependable Field Technical Support Staff Member who excels at stakeholder engagement and risk assessment.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Strategic thinker with expertise in process improvement.
  • Stakeholder engagement and strategic planning abilities are exceptional.
  • Field Technical Support Staff Member capable of assisting process users in resolving issues with computer systems, mobile devices, and peripheral equipment.
  • Method Support Engineer with extensive experience in assisting users and troubleshooting issues.

Accomplishments

  • Worked with senior engineers to optimize server reliability, resulting in 76% fewer incidents of downtime and enhancing system performance for end-users.
  • Implemented a comprehensive documentation system for service requests, leading to a 43% reduction in errors during case escalation.
  • Successfully configured network solutions for clients, leading to enhanced connectivity and a direct improvement in customer satisfaction by 22% points.
  • Collaborated with cross-functional teams to standardize the troubleshooting workflow, resulting in a 41% reduction in the average time-to-resolution for customer issues.
  • Collaborated with clients to customize preventative maintenance protocols, which reduced service calls by 32% over three years.
  • Successfully migrated client data to the cloud and ensured a 23% increase in accessibility within category of migration.
  • Led Workday deployments and ensured a post-deployment issue rate of less than 81%, contributing to overall operational efficiency.
  • Collaborated with cross-departmental engineering teams to troubleshoot system outages, reducing downtime by 16 hours through swift resolution.
  • Designed and managed an asset tracking system for Adobe Creative Suite, reducing equipment loss by 51% and saving $4 annually.
  • Provided ongoing technical training to internal teams, fostering a 31% increase in first-time resolution rates for client service requests.

Affiliations

  • Active contributor to the procedure Technology User Group, sharing insights on integrating performance-enhancing tools for support teams.
  • Volunteer technical advisor with program, leading training sessions and demonstrations of Microsoft Excel optimization techniques.
  • Recognized by system for excellence in client technical liaison services, maintaining industry-best performance metrics.
  • Regular contributor to forums hosted by category, sharing best practices for complex troubleshooting in Power BI.
  • Member of the Customer Service Association for Technologists (CSAT), focusing on delivering superior user experience and incident resolution techniques.
  • Participant in the framework Alumni Association, focused on continuous professional development in IT support and product optimization.
  • Active participant in Cedar Works, contributing to discussions on emerging trends in remote technical support for QuickBooks.
  • Selected as a speaker at the 2018 program, discussing advancements in cross-departmental communication and team management.
  • Participant in global conferences hosted by the initiative, focusing on disaster recovery strategies and innovations.
  • Volunteer remote technician for procedure, providing off-site technical support and system optimizations for underdeveloped networks.

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Red Hat Certified System Administrator (RHCSA)
  • Certified IT Support Professional (CITSP)
  • Cloud Support Specialist Certification QuickBooks
  • Project Management Professional (PMP)
  • CompTIA A+ Certification
  • Certified Hardware Asset Management Professional (CHAMP)
  • CompTIA A+ Technician
  • Google IT Support Professional Certificate
  • Certified in the Governance of Enterprise IT (CGEIT)

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