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Skills

  • Time management skills
  • Bilingual in French
  • Territory Sales Experience
  • Technical documents comprehension
  • Conflict resolution
  • Tax preparation
  • Windows 10
  • Music showcase training
  • Intrusion defense
  • Product ordering

Work Experiences

  • Kept track of the problem management database and communicated with the assigned personnel.
  • Incoming sales leads and requests for technical support assistance were evaluated and responded to.
  • Was responsible for providing on-call support for critical standard issues involving Microsoft Excel and Power BI.
  • Coached and trained end-users on Power BI and ServiceNow functions, features, and basic troubleshooting.
  • Hired, trained, and supported help desk representatives and technicians.
  • Helped customers choose products based on their stated needs, intended use, and budget.
  • Described standard solutions to customers to aid in problem resolution.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Handled a high volume of calls and provided technical support to category.
  • Followed up with clients to ensure maximum customer satisfaction following support engagement and problem resolution.

Summaries

  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Knowledgable in a variety of design and testing methodologies.
  • When it comes to resolving IT issues and interacting with help desk staff, I'm highly motivated and results-oriented.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Subject matter expert on HubSpot with exceptional skills and knowledge in workflow optimization.
  • Top-producing salesperson and industry expert in Miscellaneous.
  • Professional with 18 years of progressive experience in the field who is highly organized and detail-oriented.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Outstanding problem-solving and troubleshooting abilities, as well as exceptional leadership skills.

Accomplishments

  • Recommended
  • Competitive Analysis: Performed competitive analysis to make recommendations for future company growth.
  • Documentation: Wrote and edited documents to keep staff informed on policies and procedures.
  • Initiated
  • Identified training gaps through performance data, resulting in the creation of refresher materials for both in-house staff and remote users that decreased user errors by 47%.
  • Generated detailed operational reports using process to track key performance indicators (KPIs) and team performance metrics.
  • Established
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.
  • Streamlined
  • Earned Outstanding Service Award for exceeding customer service performance standards in 2 consecutive quarters.

Affiliations

  • Cloud Operations and Migration Management Association
  • National Association of IT Asset Managers (NAITAM)
  • Service Desk Institute (SDI) Member
  • Association of Information Technology Professionals
  • International Federation for Information Processing (IFIP) TC13
  • American Medical Informatics Association
  • Association for Supply Chain Management (APICS)
  • Project Management Institute
  • Technical Support Alliance Network (TSAN) Member
  • Help Desk Management Professionals Network

Certifications

  • CompTIA Network+
  • Certified Information Technology Manager (CITM)
  • Zendesk Support Administrator Certification
  • HDI Desktop Support Technician
  • Salesforce
  • Certified Wireless Network Administrator (CWNA)
  • HDI Support Center Manager
  • Google IT Support Professional Certificate
  • PMP - Project Management Professional
  • Certified Public Accountant (CPA)

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