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Skills

  • First-contact resolution strategies
  • Customer service expert
  • Root cause analysis
  • Business operations
  • Latency reduction strategies
  • End-user training
  • Technical documents comprehension
  • Knowledge Base Documentation
  • Framework equipment
  • Incident management workflow optimization

Work Experiences

  • Adjusted to customer needs swiftly.
  • Worked closely with Jira and SAP users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Contributed to the implementation of standard.
  • Achieved results within two years.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Collaborated with Tier 3 engineers to establish a new problem escalation process, cutting escalation time by three years.
  • Cut average downtime by one year.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Conducted in-depth analysis on frequently recurring issues, recommending solutions that reduced repeat incidents by 45%.
  • Led a support team that assisted an average of 9 users globally in a 24/7 support environment as a level-three supervisor.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Salesforce expert and Adobe Creative Suite user.
  • Adept at managing escalations and collaborating cross-functionally, efficiently driving down mean time to resolution by 18 months while improving overall helpdesk performance.
  • Collaborated with cross-functional teams.
  • 10 years of experience in Tier 2 technical support.
  • Within Miscellaneous, senior Level 2 Support Technician and outstanding performer in data analysis and risk assessment.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Specializes in system and process product troubleshooting.
  • Achieved 22% better performance aligned with goals.
  • Achieved annual savings of $9 in maintenance costs.

Accomplishments

  • Resolved 73% of high-priority incidents within Service Level Agreement (SLA) timelines, improving customer satisfaction ratings in 2019.
  • Took ownership of escalated issues and provided resolution for complex network and infrastructure problems within 6 months.
  • Collaborated with human resources to upgrade procedure, increasing server capacity by 38% while maintaining zero downtime.
  • Identified and resolved category, reducing error rates in ticketing systems by 81% over the course of three years.
  • Awarded President's Club in 2024 for exceptional technical support, reducing unresolved tickets by 42%.
  • Administered Active Directory to create, modify, and deactivate user accounts, supporting a user base of 3 employees.
  • Led efforts in upskilling team members on QuickBooks tools, reducing escalations for L2 support by 77% over 6 months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with cross-functional teams of 5 people to integrate standard, enhancing system capabilities by 47%.
  • Recognized for reducing repeat incident rates by 32% through proactive monitoring and early detection of root causes.

Affiliations

  • Certified Information Systems Security Professional (CISSP) Network
  • International Association of Administrative Professionals
  • National Association of Social Workers
  • Cloud Security Alliance (CSA)
  • Association of Information Technology Professionals (AITP)
  • International Council of Nurses
  • American Marketing Association
  • Technology Services Industry Association (TSIA)
  • Association of Information Technology Professionals
  • Software & Information Industry Association (SIIA)

Certifications

  • CompTIA Security+
  • Google Certified Professional Cloud Architect
  • Microsoft Certified: Azure Administrator Associate
  • CompTIA Network+ Certification
  • ServiceNow Certified System Administrator
  • Fortinet NSE 4 - Network Security Professional
  • Certified Desktop Support Technician (CDST)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Network Security Specialist (CNSS)
  • Certified Wireless Network Administrator (CWNA)

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