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Skills

  • First-time resolution rate improvement
  • Customer service expert
  • Client Communication and Expectation Management
  • Team building
  • Cross-functional team collaboration
  • Regulatory compliance
  • Relationship development
  • Team management
  • Knowledge Base Article Authoring
  • Data recovery

Work Experiences

  • Achieved results within a one year.
  • Collaborated with cross-functional teams.
  • Achieved a 53% reduction in tickets over three years.
  • Achieved a 40% improvement in first-time resolution rates.
  • Boosted customer support satisfaction rate.
  • Aggregated feedback from 3 major clients.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Achieved reduction over two years.
  • Achieved improvements in two years.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Addressed incidents in Portland in less than two years.
  • Achieved response times under the past year.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Advanced experience in system optimization.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Lean and Six Sigma are proudly certified.
  • Achieved results within a three years period.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.

Accomplishments

  • Worked closely with cross-functional teams to ensure the successful migration of Power BI, reducing planned downtime by several months.
  • Identified and streamlined inefficiencies in support operations, reducing average response time by two years across all active tickets.
  • Collaborated with the product management team to create comprehensive user guides that reduced help desk queries by 69%.
  • Provided on-site and remote technical guidance to clients, achieving a 22% first-contact resolution rate for critical issues.
  • Collaborated with engineering teams to address recurring product issues, enhancing software stability and reducing bug-related tickets by 25%.
  • Facilitated the integration of category into existing systems, improving compatibility and user experience by 57%.
  • Designed and implemented disaster recovery plans, resulting in a 23% boost in system availability during critical outages.
  • Served as a vital point of contact for vendor teams, ensuring seamless communication and issue resolution for system.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Successfully reduced service transition time for HubSpot by applying industry best practices, saving several months on deployment.

Affiliations

  • Project Management Institute
  • Jaycees
  • Microsoft Certified: Azure Fundamentals 2019
  • SLA Monitoring and Management Certification, system, 2023
  • American Society of Safety Professionals
  • Certified Information Systems Security Professional (CISSP) - 2016
  • Certified Customer Service Manager (CCSM) for Technical Support Teams 2024
  • Professional Member of ASIS International IT Security Committee
  • Technical Support Professional Certification – Tableau, initiative
  • Microsoft Certified Professional (MCP) since 2016

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • ITIL Foundation Certification
  • First Aid/CPR Certified
  • Google IT Support Professional Certificate
  • Certified Technical Support Manager (CTSM)
  • Google Certified Professional Cloud Architect
  • Certified Engineer in DevOps (CE-DevOps)
  • Certified Information System Auditor (CISA)
  • Cisco Certified Internetwork Expert (CCIE)
  • HDI Support Center Manager (HDI-SCM)

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