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Skills

  • Team building
  • Root cause analysis
  • Application support
  • Operational improvement
  • Global support process automation
  • Multilingual Communication Abilities
  • Business operations
  • Organization
  • Technical documents comprehension
  • TCP/IP

Work Experiences

  • Achieved critical uptime goals.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Achieved a 35% decrease in support requests.
  • Achieved results in one year.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Led a support team that assisted an average of 2 users globally in a 24/7 support environment as a level-three supervisor.
  • Analyzed customer feedback and successfully implemented proactive support measures, reducing overall customer complaints by 69% over three years.
  • Collaborated with compliance to introduce workflows.
  • Boosted resolution speed by 71% in two years.
  • Achieved updates within 18 months.

Summaries

  • Achieved a 20% improvement in global first-contact resolution rates.
  • Promotes risk assessment and budget management skills that are dynamic.
  • Achieved a 66% reduction in support request volume.
  • Adept at building and maintaining comprehensive knowledge bases, achieving a 47% reduction in support request volume by empowering internal and external users with robust documentation.
  • Global Support Specialist with 15 years of successful team leadership and vendor management experience.
  • Asana expert and QuickBooks user.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Achieved a 76% reduction in downtime for Jira.
  • Achieved success over several months.
  • Subject matter expert on ServiceNow with exceptional skills and knowledge in strategic planning.

Accomplishments

  • Collaborated with QA and Development teams to troubleshoot and resolve priority issues, reducing product defects by 60% post-release.
  • Provided 24/7 global support for Asana, achieving 72% customer satisfaction across 13 countries.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved initiative which led to process.
  • Supported global launch of HubSpot, responding to 5 client inquiries and ensuring a seamless deployment across 4 regions.
  • Managed escalations for key enterprise clients, maintaining a 67% SLA adherence rate over several months.
  • Delivered 16% reduction in support cases by improving knowledge-sharing processes between support teams and product management.
  • Contributed to a reduction of support backlog by 60% through process standardization and knowledge base improvements.
  • Resolved product issue through consumer testing.
  • Delivered 4 technical training sessions to support teams across multiple time zones, leading to a 7% improvement in first-contact resolution.

Affiliations

  • Lions Club
  • Member of the Association of Support Professionals (ASP) focused on building superior customer and technical support services.
  • Jaycees
  • Member of the European Technical Support Association, ensuring high standards of customer care for European markets and clients.
  • Contributor to the Global Support Specialists Peer Group, working on case studies to improve first-call resolution over multinational support channels.
  • Certified in Customer Support Operations through the Customer Success Association (CSA), advancing skills in global client retention strategies.
  • Association for Supply Chain Management (APICS)
  • Society of Human Resource Management
  • American Society of Safety Professionals
  • Member of the Global Business Continuity Association, enhancing strategies for incident prioritization and business-impact minimization.

Certifications

  • Certified Customer Success Manager (CCSM) - SuccessHACKER
  • Certified Incident Handler (CIH) - EC-Council
  • Certified Information Systems Security Professional (CISSP) - (ISC)²
  • Google IT Support Professional Certificate
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Security+
  • Red Hat Certified System Administrator (RHCSA)
  • IT Asset Management (ITAM) Foundation - Lakeside Partners
  • Technology Business Management (TBM) Framework Certification - TBM Council
  • CompTIA A+ Technician

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