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Skills

  • First Aid/CPR
  • Operational improvement
  • Customer service
  • New technician training and mentorship
  • Customer inquiry follow-up and resolution
  • Data entry
  • Regulatory compliance
  • Hardware troubleshooting
  • Technical documents comprehension
  • CRM reports generation

Work Experiences

  • Communicated feature requests.
  • Collaborated with the engineering team.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Analyzed 14 support calls per day to identify recurring customer problems, improving issue prediction and proactive response.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Assisted with configurations.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 8 new accounts.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Achieved a resolution rate of 85% for issues related to framework and ensured customer system functionality post-fix.
  • Assisted customers in implementing software updates, reducing downtime by 17% during major version changes.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 72% increase in satisfaction.
  • Subject matter expert on Salesforce with exceptional skills and knowledge in vendor management.
  • Assisted with hardware diagnostics.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Clear understanding of client relations and risk assessment as well as process improvement training.
  • ITIL and Scrum Master are proudly certified.
  • Excellent Inbound Technician Support with 9 years of experience providing exceptional support to users at all levels.
  • Promotes data analysis and cross-functional collaboration skills that are dynamic.

Accomplishments

  • Assisted in the deployment of system, ensuring stakeholders at Beacon Labs were equipped to handle incoming support requests efficiently.
  • Collaborated with R&D and Quality Assurance teams to ensure recently deployed software updates had minimal impact on end users.
  • Recognized and rectified software bugs and escalated unresolved issues to engineering teams, reducing issue recurrence by 50%.
  • Participated in continuous learning by obtaining CPA to stay current with evolving Adobe Creative Suite trends bolstering problem resolution efficiency.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Optimized documentation of technical problems and resolutions in metric, resulting in 65% reduction in repeated issues.
  • Led framework to upgrade diagnostic tools, reducing median issue resolution time from the past year to several months.
  • Developed and maintained technical knowledge base articles in Microsoft Excel, improving team learning and cutting response times noticeably.
  • Designed and implemented a tiered escalation system, reducing customer wait times for advanced support issues by 34%.
  • Continuously maintained a 35%+ average customer satisfaction rating while handling high volumes of daily support tickets.

Affiliations

  • TechAmerica Corporate Receiver Program
  • Association of Information Technology Professionals
  • CompTIA Member Network
  • Association of Support Professionals (ASP)
  • Technology Services Industry Association (TSIA)
  • CompTIA A+ Certification Study Group
  • American Society of Safety Professionals
  • Association for Computing Machinery (ACM)
  • International Association of Administrative Professionals
  • National Technical Honor Society (NTHS)

Certifications

  • CompTIA Network+ Certification
  • Certified Support Services Supervisor (CSSS)
  • Certified Information Systems Auditor (CISA)
  • Technical Support Management Certification by Harbor & Co.
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • Cisco Certified Technician (CCT)
  • Apple Certified Associate (ACA)
  • Certified Technical Support Technician (CTST), 2019
  • Certified Business Analysis Professional (CBAP)
  • First Aid/CPR Certified

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