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Skills

  • Customer service and technical support
  • Resource allocation
  • Incident Management
  • Stakeholder engagement
  • First Aid/CPR
  • Risk assessment and mitigation
  • Operational improvement
  • Project organization
  • API Integration
  • Process improvement

Work Experiences

  • Assisted in the development of proposals for new HubSpot solutions.
  • Used process mapping to look at the entire business flow and identify areas for improvement.
  • Achieved results within the first 6 months.
  • Documented procedures and business processes and disseminated information to the right people.
  • Investigated and addressed framework system issues to improve usability and functionality.
  • Achieved results over 10 months.
  • Collaborated with cross-functional teams to gather user requirements and develop a customized Jira solution, improving system performance by 16%.
  • Kept track of employee tasks, assessing data processing and performance in order to assess business functions and inefficiencies.
  • Aligned CRM systems with client-specific needs.
  • Conducted performance benchmarking for Lakeside Partners's cloud infrastructure.

Summaries

  • Over 5 end-users were taught new hardware and software tips.
  • Costs were consistently reduced while profits were increased.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved efficiency improvements of over 23%.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Aligned IT deliverables with strategic objectives.
  • Accomplished Junior Technical Consultant.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a significant reduction in helpdesk ticket volume.
  • Assisted in reducing overall project costs for Beacon Labs by 49%.

Accomplishments

  • Fostered relationships with leading cloud infrastructure vendors, which led to improved service-level agreements (SLAs) and a 67% reduction in incident escalation times.
  • Developed system documentation for ServiceNow version upgrades, improving change management processes and reducing transition downtime by method.
  • Reduced support service response times by 52% by implementing a series of troubleshooting guides and automated diagnostic tools for end-users.
  • Attained Lean in Jira, enabling faster deployment of client’s HubSpot-based solution by shortening the learning curve for internal teams.
  • Partnered with external vendors to manage escalated client issues, resolving 15 critical situations and improving time-to-resolution by 58%.
  • Assisted with product customizations for client-specific software requests, facilitating a 25% improvement in user adoption rates across multiple client stakeholders.
  • Automated recurring technical support processes using category, reducing human error in repetitive tasks and enhancing overall resolution times by 57%.
  • Deployed cloud infrastructure solutions using initiative, reducing system downtime by 25% and cutting hosting costs by $8 annually.
  • Participated in the configuration and customization of standard CRM tools, resulting in a 19% increase in lead conversion for a major customer account.
  • Translated technical client requirements into functional task outlines for the development team, helping close projects 18% faster than initial projections.

Affiliations

  • Association for Information Systems (AIS)
  • Project Management Institute
  • Microsoft Certified: Azure Fundamentals 2015
  • Association for Computing Machinery
  • Freemason
  • American Society of Safety Professionals
  • Project Management Institute (PMI) - 2021
  • PMI Agile Certified Practitioner (PMI-ACP)
  • Association for Software Testing (AST)
  • National Association of Social Workers

Certifications

  • Cisco Certified Network Professional (CCNP) - Enterprise
  • Certified Public Accountant
  • Certified Ethical Hacker (CEH) - 2019
  • CompTIA Network+
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • ServSafe
  • ISTQB Certified Tester Foundation Level (CTFL)
  • TOGAF 9 Certified (Foundation and Practitioner)
  • Certified Business Analysis Professional (CBAP) - Lakeside Partners
  • CompTIA A+ Technician

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