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Skills

  • Technical Support Management
  • Onsite customer support
  • Partnership support
  • Meeting support
  • Legal administrative support
  • Supporting Unified Messaging (UM)
  • On-site plant support
  • Promotional support
  • Advertising campaign support
  • Supporting patients

Work Experiences

  • Automated repetitive internal processes.
  • Conducted root cause analysis on recurring incidents.
  • Boosted satisfaction scores by 48%.
  • Conducted root cause analysis on recurring incidents, leading to permanent fixes which reduced the volume of tickets by 8 per month.
  • Assisted in compliance audits and ensured that all internal systems met program requirements, preventing any breaches or fines over 2024.
  • Assisted in onboarding Tableau across 8 teams, achieving a seamless transition with minimal interruptions.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Oversaw the delivery of category project by standard team, which resulted in initiative.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Created custom reports for senior management that highlighted inefficiencies and led to streamlined operations, saving $5 annually.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Accomplished in managing ticket workflows and SLA targets while maintaining outstanding response metrics, consistently exceeding performance benchmarks.
  • Collaborative internal team leader.
  • Collaborative internal team leader who excels in developing knowledge-sharing tools, reducing repeat inquiries by 29% across teams.
  • Accomplished in performance management, consistently driving team KPIs upwards with a 33% increase in resolution rate.
  • Achieved a 70% improvement in productivity.
  • Internal Support Group is a multi-talented Internal Support Group who is consistently rewarded for planning and operational improvements.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved 57% gains in meeting deadlines.
  • Created role-based access controls.

Accomplishments

  • Developed and implemented a structured ticketing system that reduced incident resolution time by 16% across 14 departments.
  • Reduced recurring technical issues by 49% through root cause analysis and documentation improvement.
  • Led weekly meetings to review recurring support issues, resulting in the creation of a knowledge base that reduced repeat ticket inquiries by 49%.
  • Collaborated with IT and product teams to improve internal support escalation processes, reducing ticket backlog by 70%.
  • Implemented a knowledge base and self-help portal that reduced incoming support tickets by 43% over two years.
  • Led a 15-person team in a Tableau upgrade project, cutting downtime by 55% and maintaining operational performance.
  • Initiated a system migration project, ensuring seamless data transfer and reducing system downtime by 78% hours.
  • Collaborated with team of 13 in the development of system.
  • Rolled out a new self-service portal that cut response times for common support inquiries by 24% and reduced overall ticket volume.
  • Facilitated cross-functional collaborations that resulted in a 31% improvement of customer satisfaction scores through a faster issue resolution process.

Affiliations

  • Association for Talent Development (ATD), focusing on knowledge sharing
  • Lions Club
  • Association for Computing Machinery (ACM)
  • Global Support Managers Association (GSMA)
  • Rotary International
  • CompTIA Cloud+ Certification
  • American Society of Safety Professionals
  • Institute of Electrical and Electronics Engineers – Computer Society (IEEE-CS)
  • Association for Supply Chain Management (APICS)
  • American Medical Informatics Association

Certifications

  • Certified ScrumMaster (CSM)
  • Cisco Certified Network Associate (CCNA)
  • Certified Information Privacy Professional (CIPP/US)
  • Certified Information Systems Auditor (CISA)
  • Certified Support Manager (CSM)
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals
  • ITIL Foundation Certification
  • Microsoft Certified: Azure Administrator Associate
  • Certified Service Desk Team Leader
  • ServiceNow Certified System Administrator

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