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Skills

  • Problem resolution
  • Client ticket escalation management
  • Customer service
  • Technical documentation development
  • MS Office
  • Technical documents comprehension
  • Escalated issue resolution
  • Data entry
  • Enterprise-level software troubleshooting
  • Advanced troubleshooting frameworks

Work Experiences

  • Conducted weekly performance reviews.
  • Certified team on Scrum Master standards.
  • Increased company revenue by 9% beyond 18 months targets by upselling products and services.
  • Contributed to a 60% retention improvement.
  • Collaborated across departments to refine support training, leading to certification of 3 employees and boosting their productivity by 82%.
  • Kept track of running systems and entered commands to troubleshoot issues like method and system.
  • Collaborated across departments to refine support training.
  • Contributed to a new feature in Adobe Creative Suite.
  • Configured and maintained Power BI systems to ensure uptime SLA of 38% for enterprise clients across Columbus region.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.

Summaries

  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Adept in CPA compliance standards.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Adept at configuring enterprise-level software.
  • Premier Support Specialist is a multi-talented Premier Support Specialist who is consistently rewarded for planning and operational improvements.
  • Competent Premier Support Specialist with experience assisting procedure users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Achieved Innovation Award for outstanding customer retention.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Conducted post-incident reviews after major outages, implementing feedback that reduced future downtime by 10 hours.
  • Automated key support processes using HubSpot, leading to a 43% reduction in manual effort.
  • Solved technical challenges during procedure project, resulting in delivery 17 days ahead of schedule.
  • Spearheaded the integration of category into the support process, leading to a 32% reduction in manual ticket handling.
  • Executed disaster recovery drills for 3 mission-critical systems, ensuring 100% compliance on up-time guarantees.
  • Resolved product issue through consumer testing.
  • Created and implemented a best practices library, improving efficiency of troubleshooting by 77%.
  • Developed and led training for 14 new hires, optimizing support workflows and increasing first-contact resolutions by 65%.
  • Resolved escalated issues for 13 critical accounts, generating 22% reduction in customer complaints.

Affiliations

  • Customer Success Association (CSA) Member
  • Association of Information Technology Professionals
  • International Association of Professional Support Professionals (IAPSP)
  • Service Desk Institute (SDI) Certification
  • Customer Retention Strategies Network (CRSN)
  • Association for Computing Machinery
  • Operational Excellence in Customer Service Alliance
  • Project Management Institute
  • International Association of Administrative Professionals
  • Knowledge-Centered Support (KCS) Certification

Certifications

  • Microsoft Certified: Azure Fundamentals
  • CompTIA A+ Technician
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • Certified Ethical Hacker (CEH) Cedar Works 2023
  • VMware Certified Professional – Desktop and Mobility (VCP-DTM)
  • Apple Certified Associate (ACA)
  • Cisco Certified Network Associate (CCNA)
  • First Aid/CPR Certified
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • Certified Customer Service Specialist (CCSS)

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