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Skills

  • Customer feedback collection and analysis
  • Conflict resolution with frustrated users
  • Customer service
  • Data entry
  • Issue tracking tools (Power BI)
  • Process improvement
  • Business operations
  • Regulatory compliance
  • Customer service expert
  • Customer retention strategies

Work Experiences

  • Increased company revenue by 4% beyond the past year targets by upselling products and services.
  • Achieved results over 6 months.
  • Used project management and data analysis to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Boosted team productivity by 29% within the past year.
  • Led a support team that assisted an average of 5 users globally in a 24/7 support environment as a level-three supervisor.
  • Collaborated with the IT team to update disaster recovery protocols, reducing average recovery time by 10 hours during system failures.
  • Contributed to a reduction in ticket volume by 82% tickets.
  • Achieved Top Performer for exceeding customer satisfaction ratings.
  • Contributed to a 28% improvement in network reliability.
  • Cut help desk tickets by 83%.

Summaries

  • Excellent cross-functional collaboration and data analysis knowledge.
  • Help Desk Clerk is a multi-talented Help Desk Clerk who is consistently rewarded for planning and operational improvements.
  • Accomplished Help Desk Clerk with expertise in ticket prioritization, reducing response times by 30%, and collaborating with cross-functional teams to streamline internal processes.
  • Adhered to high standards in issue resolution.
  • Advanced help desk workflows.
  • Competent Help Desk Clerk with experience assisting process users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Effectively troubleshoots and resolves issues on its own.
  • Achieved recognition for introducing a remote support initiative.
  • Six Sigma and PMP are proudly certified.
  • Adept at working under pressure.

Accomplishments

  • Used HubSpot for remote diagnostics and troubleshooting, resolving 52% of issues on first contact.
  • Handled 9 high-priority tickets related to network, hardware, and software issues daily, resolving 49% within SLA.
  • Developed an extensive knowledge base of FAQs that reduced the average ticket resolution time by 76%.
  • Rolled out process to 2 employees, providing hands-on support and follow-up training, leading to a 49% decrease in follow-up support requests.
  • Tracked recurring customer issues in QuickBooks, developing solutions that reduced the number of escalations by 30%.
  • Achieved Scrum Master to enhance expertise in IT security protocols, ensuring compliance with organizational standards.
  • Regularly collaborated with human resources to keep help desk policies up-to-date, resulting in a 24% increase in customer satisfaction.
  • Documented and resolved framework which led to standard.
  • Proactively researched and implemented new tools and resources that improved help desk productivity, cutting average resolution time by 24%.
  • Collaborated with IT team to execute company-wide software upgrade, ensuring minimal downtime and resolving post-deployment user tickets within the past year.

Affiliations

  • Networking Technology Enthusiasts Group
  • Association of Customer Service-Driven Technology Experts
  • Freemason
  • Society for Technical Communication (STC)
  • American Society of Safety Professionals
  • National Association of Social Workers
  • IT Service Management Forum (itSMF)
  • Jaycees
  • Professional IT Support and Help Desk Group
  • IT Service Desk Managers' Network

Certifications

  • Certified Help Desk Manager (HDM) by RCCSP
  • CompTIA A+ Technician
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified: Azure Fundamentals
  • Salesforce
  • Google Certified Professional Cloud Architect
  • Certified Professional in Accessibility Core Competencies (CPACC) by IAAP
  • Certified Information Technology Professional (CITP)
  • Apple Certified Support Professional (ACSP)
  • SHRM Certified Professional (SHRM-CP)

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