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Skills

  • Data recovery
  • Customer service
  • Customer satisfaction improvement
  • Collaborative software implementation
  • TCP/IP
  • Application support
  • Cross-functional team collaboration
  • Staff education and training
  • Team building
  • Communications

Work Experiences

  • Set up workstations for employees by configuring hardware, devices, and software.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Achieved a 53% ticket closure rate.
  • Contributed to 36% reduction in issue escalation.
  • Collaborated with cross-functional teams.
  • Conducted thorough root cause analysis on technical issues.
  • Conducted post-resolution follow-ups.
  • Achieved 70% customer satisfaction.
  • Achieved a 62% resolution success rate.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Excellent Product Support Analyst with 14 years of experience providing exceptional support to users at all levels.
  • Product Support Analyst with a 11-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Automated manual tasks.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Achieved seamless cross-team collaboration.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Award-winning Product Support Analyst with a track record of achieving Top Performer for maintaining over 17% customer satisfaction over the past 18 months.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Scrum Master and Scrum Master are proudly certified.

Accomplishments

  • Revised and optimized the helpdesk documentation flow, reducing ticket resolution time for recurring issues by 4 minutes.
  • Identified and addressed recurring technical issues with Workday, facilitating development of 12 key software patches.
  • Led the transition and training for clients on Adobe Creative Suite, resulting in a 57% decrease in training-related support tickets over 2 months.
  • Improved support ticket resolution time by 85% by introducing a new ticket categorization system based on issue severity.
  • Trained a support team of 17 individuals on best practices for product troubleshooting and customer interactions, increasing team efficiency by 17%.
  • Collaborated with product managers to directly embed customer feedback, resulting in 16 significant feature improvements in Power BI.
  • Conducted real-time user feedback analysis and provided actionable insights to the product development team to enhance support strategies.
  • Automated key support tasks using Asana, reducing manual workload by 25% and freeing 7 support hours per week.
  • Developed weekly KPI reports for the support department, leading to an improvement in team performance by 27%.
  • Reduced overall case-handling time by 71% through reengineering support workflows and eliminating redundant processes.

Affiliations

  • TechUK - Association for Technology Professionals
  • Rotary International
  • IT Service Management Forum (itSMF)
  • International Council of Nurses
  • Association for Computing Machinery
  • Professional Service Management Forum (PSMF)
  • American Medical Informatics Association
  • American Marketing Association
  • Society for Technical Communication (STC)
  • American Society of Safety Professionals

Certifications

  • Certified Hardware Asset Management (CHAMP)
  • Zendesk Administrator Certification
  • Product Lifecycle Specialist Certification Ironclad Systems
  • First Aid/CPR Certified
  • Google IT Support Professional Certificate
  • Certified Public Accountant (CPA)
  • HDI Support Center Analyst (HDI-SCA)
  • Certified Information Systems Auditor (CISA)
  • Certified in the Governance of Enterprise IT (CGEIT)
  • CompTIA A+ Technician

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