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Skills

  • Customer feedback improvement
  • Hardware troubleshooting
  • Operational improvement
  • High-urgency complaint resolution
  • First Call Resolution Optimization
  • Customer service expert
  • Escalation case management
  • Data entry
  • Knowledge Base Documentation
  • TCP/IP

Work Experiences

  • Assisted customers in implementing software updates.
  • Based outreach on system behavior.
  • Achieved a resolution rate of 85% for issues related to framework and ensured customer system functionality post-fix.
  • Described procedure solutions to customers to aid in problem resolution.
  • Communicated feature requests.
  • Achieved 77% satisfaction.
  • Collaborated with the development team.
  • Achieved a 80% decrease in recurring incidents.
  • Acted as the main point of contact for high-profile clients, consistently exceeding SLA response and resolution times.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.

Summaries

  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Excellent data analysis and strategic planning knowledge.
  • Consistently kept service within SLA limits.
  • Award-winning technician.
  • Workday expert and Microsoft Excel user.
  • Adept at analyzing customer trends.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Consistently improved customer satisfaction scores.
  • Achieved this over 6 consecutive months.

Accomplishments

  • Continuously maintained a 35%+ average customer satisfaction rating while handling high volumes of daily support tickets.
  • Participated in continuous learning by obtaining CPA to stay current with evolving Adobe Creative Suite trends bolstering problem resolution efficiency.
  • Resolved product issue through consumer testing.
  • Created and maintained a comprehensive troubleshooting guide for Salesforce, reducing support staff training time by 57%.
  • Built and maintained customer trust by effectively communicating technical solutions, resulting in a 54% increase in positive feedback.
  • Monitored and escalated recurring technical issues, leading to long-term system enhancements and reduced incident frequency by 34%.
  • Designed and implemented a tiered escalation system, reducing customer wait times for advanced support issues by 34%.
  • Documented and resolved metric which led to initiative.
  • Diagnosed and resolved complex category connectivity issues, restoring service to Chicago within three years.
  • Collaborated with R&D and Quality Assurance teams to ensure recently deployed software updates had minimal impact on end users.

Affiliations

  • Association of Support Professionals (ASP)
  • Society of Technical Communication
  • International Association of Administrative Professionals
  • National Technical Honor Society (NTHS)
  • Help Desk Institute (HDI) Membership
  • Society of Women Engineers
  • International Association of Computer Science and Information Technology (IACSIT)
  • Freemason
  • Customer Experience Professionals Association (CXPA)
  • IEEE Computer Society

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA A+ Technician
  • Certified Wireless Network Administrator (CWNA)
  • Certified Public Accountant
  • Microsoft Office Specialist (MOS)
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Certified Public Accountant (CPA)
  • Cisco Certified Network Associate (CCNA)
  • IT Help Desk Professional Certification by Harbor & Co.
  • Certified Help Desk Manager (HDM)

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