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Skills

  • Change Management Leadership
  • Problem resolution
  • Technical troubleshooting
  • MS Office
  • Initiative equipment
  • Client relationship building
  • Data entry
  • Customer satisfaction improvement
  • Application support
  • Organization

Work Experiences

  • Conducted recurring root cause analysis.
  • Consistently maintained or exceeded a 69% adherence to SLAs for enterprise-level product support.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Described category solutions to customers to aid in problem resolution.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Applied diagnostic updates consistently.
  • Acted as the main liaison between support and development teams, minimizing escalations and shortening critical bug fix times by 33%.
  • Boosted user adoption rates by 75%.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Analyzed user feedback.

Summaries

  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Accomplished MB Support Specialist.
  • Competent MB Support Specialist with experience assisting framework users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Achieved a resolution rate of 69% within one year.
  • Adept at performing root cause analysis to pinpoint and prevent recurring system issues, contributing to 23% increases in support team efficiency.
  • Collaborative MB Support Specialist.
  • Supporting hardware and software issues for category computer systems is a skillful MB Support Specialist.
  • Power BI expert and Adobe Creative Suite user.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • PMP and Six Sigma are proudly certified.

Accomplishments

  • Analyzed support trends to proactively identify recurring issues, reducing the volume of incoming tickets by 31%.
  • Implemented system recommendations that resulted in 79% faster login times across QuickBooks for all end-users.
  • Maintained high level of customer satisfaction by consistently resolving incoming technical issues within 12 minutes of ticket submission.
  • Reduced helpdesk workload by 27% through implementation of a self-service knowledge base, driving user independence.
  • Implemented a feedback loop system to analyze user concerns, resulting in a 34% improvement in satisfaction scores across Microsoft Excel.
  • Created an escalation framework, reducing resolution delays for tier 2 issues by 35%.
  • Spearheaded an initiative to integrate Adobe Creative Suite, increasing system compatibility and user efficiency by 42%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed training programs to improve internal and customer-facing teams' efficiency with Jira, increasing adoption rates by 49%.
  • Collaborated with IT security teams to upgrade Adobe Creative Suite, minimizing vulnerability and enhancing security compliance.

Affiliations

  • Certified ScrumMaster (CSM)
  • Toastmasters
  • Certified Help Desk Manager (HDM)
  • Customer Experience Professionals Association (CXPA)
  • American Medical Informatics Association
  • Helpdesk Technician Certification Program
  • American Marketing Association
  • Association of Information Technology Professionals
  • Society of Human Resource Management
  • Association of Support Professionals (ASP)

Certifications

  • Apple Certified Support Professional (ACSP)
  • Certified Business Analysis Professional (CBAP)
  • Certified Application Support Specialist (CASS)
  • CompTIA Network+
  • CompTIA IT Fundamentals (ITF+)
  • Certified in Risk and Information Systems Control (CRISC)
  • Salesforce
  • Certified Ethical Hacker (CEH)
  • Certified System Administrator: ServiceNow
  • CompTIA A+ Technician

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