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Skills

  • Coroner support
  • Partnership support
  • Group assistance
  • On-Site Technical Support
  • Group and individual coaching
  • Training material development
  • Group facilitation
  • Small group practices
  • Group Games
  • Bid process support

Work Experiences

  • Analyzed frequent support requests and optimized self-help resources, leading to a 46% decrease in tier-1 escalations.
  • Achieved results within two years.
  • Built and maintained relationships with vendors.
  • Boosted satisfaction scores by 48%.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Assisted in onboarding Tableau across 8 teams, achieving a seamless transition with minimal interruptions.
  • Looked for industry trends on social media and through online sources.
  • Collaborated with method customers to determine their needs and deliver procedure service.
  • Transported Salesforce to 18 months customer locations.
  • Designed a role-based access control (RBAC) system.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Consistently drove team KPIs upwards.
  • Achieved faster collaboration.
  • Achieved a 16% decrease in tier-1 escalations.
  • Cut down repetitive inquiries by 42%.
  • Coached colleagues to improve team productivity.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Cloud migration expert with a keen ability to cut hosting costs while ensuring systems remain highly available and scalable.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Contributed to cloud migration projects.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Identified inefficiencies in the ticketing workflow and restructured processes, achieving a 58% increase in overall resolution speed.
  • Led weekly meetings to review recurring support issues, resulting in the creation of a knowledge base that reduced repeat ticket inquiries by 49%.
  • Executed a customer feedback initiative that boosted Net Promoter Score by 78% over three years.
  • Awarded President's Club for transforming team workflows, leading to a productivity increase of 74% over several months.
  • Ran post-resolution feedback loops that led to system improvements, boosting customer satisfaction rates by 66% points.
  • Trained 3 team members on new incident management software, achieving 34% proficient adoption rate within the first month.
  • Devised and implemented best practices for handling high-priority incidents, reducing average resolution time by 18%.
  • Increased team's ticket resolution KPI by 69% after restructuring team performance reviews and targeted coaching.
  • Reduced recurring technical issues by 49% through root cause analysis and documentation improvement.

Affiliations

  • Certified ScrumMaster through Scrum Alliance
  • Professional Training in Lean Six Sigma procedure
  • Association of Support Professionals (ASP)
  • Technical Support Professionals Association (TSPA)
  • CompTIA Cloud+ Certification
  • International Customer Management Institute (ICMI)
  • Freemason
  • Certified Network Associate (CNA) Certification category
  • IT Service Management Forum (itSMF)
  • American Society of Safety Professionals

Certifications

  • HDI Knowledge-Centered Service (KCS) Foundation
  • Cisco Certified Network Associate (CCNA)
  • Certified ScrumMaster (CSM)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Information Systems Auditor (CISA)
  • Certified Ethical Hacker (CEH)
  • Certified Desktop Support Technician (CDST)
  • Google Certified Professional Cloud Architect
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Help Desk Manager (CHDM)

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