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Skills

  • MS Office
  • First Aid/CPR
  • Customer Retention Strategy
  • Hardware installation and configuration
  • Knowledge base creation
  • Problem resolution
  • Data entry
  • Operational improvement
  • Call handling time reduction
  • Escalation management

Work Experiences

  • Aimed at best practice sharing.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Kept track of running systems and entered commands to troubleshoot issues like category and method.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Collaborated with marketing and customer service.
  • Achieved a 75% reduction in repeated service calls.
  • Created a daily log and tracking system for internet service interruptions, reducing internal miscommunications by 17%.
  • Achieved results within several months.
  • Coordinated with third-party vendors to offer timely updates on outages, ensuring customers in Chicago were informed within 14 minutes.
  • Analyzed internet service outages.

Summaries

  • Achieved up to 50% reduction in repeated service calls.
  • Achieved ticket resolution rates within 6% of set targets.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Internet Support Representative with a 18-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Adept in monitoring and diagnosing internet service outages, reducing downtime by 55% through coordinated efforts with engineering and internal departments. Extensive knowledge in supporting both residential and business customers.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Subject matter expert on SAP with exceptional skills and knowledge in cross-functional collaboration.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Achieved success in reducing average call handling time by 47%.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.

Accomplishments

  • Resolved product issue through consumer testing.
  • Monitored key system performance indicators to proactively resolve minor issues before they impacted service for over 12 users.
  • Served as a mentor for junior support representatives, leading to a 56% improvement in overall team troubleshooting effectiveness.
  • Customized scripts for remote troubleshooting tools, improving issue identification times by 44% and reducing overall service calls.
  • Achieved ITIL, further enhancing troubleshooting capability across multiple device and network types.
  • Reduced escalations to Tier 2 support by 39% through improved upfront screening and first-call resolution strategies.
  • Solved complex technical issues for customers regarding Adobe Creative Suite, contributing to a 43% drop in customer dissatisfaction ratings.
  • Collaborated with the IT team to implement a new CRM software, increasing case processing speed by 58%.
  • Collaborated with a cross-functional team to deploy network firmware updates, stabilizing system performance and reducing service tickets by 44%.
  • Contributed to knowledge base creation, enabling the rest of the team to access solutions easily and reducing second-tier escalations by 63%.

Affiliations

  • Active attendee of Telecoms World Discussion Panels - Participated since 2015
  • American Society of Safety Professionals
  • Jaycees
  • Active attendee of the Tech Support Executive Summit to discuss troubleshooting trends - 2021
  • Participated in quarterly Service Desk Institute (SDI) educational sessions - Ongoing in 2015
  • Involvement in the Helpdesk Heroes Recognized Program for leading in customer satisfaction, 12 months
  • Member of the Technical Support Professionals Association (TSPA) - Ongoing since 2016
  • Freemason
  • Enrolled in continuing education programs at the Customer Service Institute of America (CSIA) - Active since 2016
  • Participated as a Speaker at the Annual Global Internet Forum on risk assessment, 2016

Certifications

  • Certified Internet Troubleshooting Specialist - Meridian
  • Cisco Certified Internetwork Expert (CCIE)
  • Cisco Certified Technician (CCT)
  • Ideal Customer Engagement Certificate - Meridian
  • Certified Wireless Network Administrator (CWNA)
  • Remote IT Service Management (ITSM) Certification
  • Support Center Director (HDI SCD)
  • Salesforce
  • IoT Network Security Certification - framework
  • Certified Customer Service Professional (CCSP)

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