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Skills

  • Communication of Technical Concepts
  • Time management
  • Customer Training & Education
  • Relationship development
  • Customer Relationship Management (CRM)
  • Agile Methodology Understanding
  • CRM Software Proficiency (HubSpot)
  • Root cause analysis
  • Network Troubleshooting
  • Technical issues analysis

Work Experiences

  • Achieved uptime targets of 68%.
  • Achieved first-call resolution.
  • Collaborated on post-release testing of new software updates.
  • Described metric solutions to customers to aid in problem resolution.
  • Assisted in evaluating potential upgrades for Adobe Creative Suite, helping clients select suitable options that improved efficiency by 69%.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Conducted detailed technical walkthroughs with clients.
  • Communicated technical concepts in layman’s terms.
  • Contributed insights for user-experience enhancements.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.

Summaries

  • Award-winning Product Support Technician.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Specializes in metric and initiative product troubleshooting.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Award-winning Product Support Technician recognized for maintaining a satisfaction score of 52% or higher while handling high-volume technical inquiries.
  • Awarded Excellence Award for maintaining customer satisfaction above 26%.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Promotes team leadership and stakeholder engagement skills that are dynamic.

Accomplishments

  • Designed user-friendly how-to guides that decreased troubleshooting response times by 25%.
  • Optimized CRM workflows to improve ticket categorization accuracy, boosting first-call resolution by 85%.
  • Collaborated with development teams to offer real-time feedback that led to performance improvements in the next major product release cycle.
  • Designed and implemented a tiered escalations process, significantly improving resolution time for complex cases by 44%.
  • Developed troubleshooting scripts that were deployed across international teams, reducing resolution times by 2 minutes on global support scales.
  • Reduced service cost by 78% by recommending and implementing customer-friendly automation into the support process.
  • Executed ServiceNow rollout across 3 locations, ensuring zero downtime and providing real-time support during launch.
  • Managed upward of 13 support inquiries per week, maintaining ticket status consistency and ensuring customers were informed with real-time progress updates.
  • Standardized issue-tracking reports within CRM, reducing time to escalate cases and increasing transparency during multi-team collaboration.
  • Trained customers on critical troubleshooting procedures, reducing repeat escalations by 20%.

Affiliations

  • International Association of Cloud & Computing Professionals
  • Lions Club
  • American Marketing Association
  • DevOps Institute - Support Engineers Forum
  • American Medical Informatics Association
  • Certified Agile Support Professional Group
  • Association of Support Professionals (ASP)
  • Association for Software Testing
  • Association of Support Managers and Professionals
  • CompTIA - Technical Certifications & Membership

Certifications

  • Certified Public Accountant (CPA)
  • PRINCE2® Foundation Certification
  • Salesforce
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Certified Associate in Product Support Management
  • CompTIA A+ Technician
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Network+
  • Certified Business Analysis Professional (CBAP)
  • Certified Network Defender (CND)

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