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Skills

  • Operational improvement
  • Organization
  • Desktop support
  • Supervision
  • Customer service
  • Customer service expert
  • MS Office
  • Cross-functional team collaboration
  • Team management
  • Business operations

Work Experiences

  • Achieved resolution within 18 months.
  • Achieved President's Club for exemplary customer service.
  • Authored detailed procedural documentation for newly implemented toolsets, which helped streamline team operations and increased efficiency by 60%.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Collaborated with cross-functional teams.
  • Achieved company-wide adoption.
  • Used data analysis and project management to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Collaborated with the cybersecurity team.
  • Addressed software crashes effectively.

Summaries

  • Adept at reducing ticket queues.
  • Achieved a 19% decline in repetitive support requests.
  • Achieved a 63% drop in recurring technical issues.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Able to promptly identify outages.
  • Achieved a 28% reduction in ticket processing times.
  • Adept at triaging complex issues.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Costs were consistently reduced while profits were increased.
  • Specializes in category and method product troubleshooting.

Accomplishments

  • Provided phone and email support for an average of 2 tickets per one year, maintaining a consistent satisfaction score of 47%.
  • Achieved OSHA in Help Desk methodologies, leading to enhanced troubleshooting techniques and reduced callback rates.
  • Documented and transferred knowledge on specific VPN troubleshooting scenarios, improving resolution rate without escalation by 71%.
  • Established service-level agreement parameters for support tickets, improving on-time resolution by 81%.
  • Assisted 9 users by configuring printers, scanners, and other peripherals, reducing hardware downtime by 59%.
  • Headed a cross-functional project with IT and Security teams to resolve company's top 13 recurring support issues.
  • Created help desk performance reports using HubSpot, identifying key metrics that led to a 48% reduction in ticket resolution time.
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Headed the Help Desk team for 9 months and developed an improved ticket escalation process, reducing escalation time from 14 to several months.

Affiliations

  • Information Technology Infrastructure Library (ITIL) User Group
  • Association of Information Technology Professionals
  • Association for Supply Chain Management (APICS)
  • Customer Service Professional Network (CSPN)
  • Certified Remote Support Professionals Circle
  • Network+ Certification Study Cohort
  • Windows Server Administrators Association
  • TechSoup - Nonprofit Technology Supporters
  • American Medical Informatics Association
  • International Association of Administrative Professionals

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Help Desk Manager (CHDM) by standard
  • CompTIA Network+
  • Salesforce
  • Apple Certified Associate (ACA)
  • Windows Server Administration Fundamentals (Microsoft)
  • HDI Desktop Support Technician (HDI-DST)
  • Microsoft 365 Certified: Fundamentals
  • Microsoft Certified: Azure Fundamentals
  • Red Hat Certified System Administrator (RHCSA)

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