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Skills

Project organization
Customer Support Ticketing Systems (SAP Expertise)
MS Office
Resource Allocation Optimization
Technical documents comprehension
Customer service
Budgets
Data-driven decision making
Compliance with IT Policies
Client satisfaction management

Work Experiences

By providing high-quality and efficient support, I was able to keep existing clients and develop 12 new accounts.
Collaborated with third-party vendors to streamline external support queries, aligning resolution efforts and reducing response delay by 6 months.
Achieved a 34% reduction in downtime.
Achieved a 70% retention rate.
Achieved a 15% improvement in first-contact resolutions.
Authored training materials.
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.
Assisted during peak periods.
Assisted with backlog reduction strategy, achieving a 55% decrease in unresolved cases within the first several months of implementation.
Used client relations and strategic planning to maintain servers and systems, ensuring that networks remained fully operational during peak periods.

Summaries

Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
Subject matter expert on Salesforce with exceptional skills and knowledge in budget management.
Strengths in cross-functional collaboration and stakeholder engagement backed up by Miscellaneous training.
Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
Costs were consistently reduced while profits were increased.
CPA and CPA are proudly certified.
Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
Workday expert and Asana user.
Effectively troubleshoots and resolves issues on its own.
Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

Resolved over 8 high-priority system outages under critical deadlines, ensuring business continuity for product.
Assisted in the transition to a new support ticketing system, reducing response time by 38% and increasing user satisfaction.
Improved program compliance by assisting in the verification of over 12 program procedures during internal audits.
Collaborated with 9 program stakeholders to implement best practices for compliance and regulatory adherence.
Enhanced client satisfaction by achieving 48% of positive feedback on support cases resolved within several months.
Provided technical training to 3 staff on program support tools and software, raising departmental capability in addressing end-user issues.
Worked with technical teams to refine system management tools, resulting in a 75% improvement in system uptime.
Implemented new reporting mechanisms that allowed for more data-driven decision-making in program support functions.
Collaborated with team of 7 in the development of program.
Monitored and maintained over 6 computer systems, diagnosing and fixing technical issues with a 66% success rate.

Affiliations

Certified Software Deployment Coordinator (2021, Asana)
International Facility Management Association (IFMA) - IT Support Division
Bug Tracking & Reporting Professionals Association
Technology Business Management Council (2023)
Lions Club
Security Protocol Implementation Network (Boston, Workday)
American Society of Safety Professionals
Association for Information Systems (AIS)
Association of Information Technology Professionals
National Association of Social Workers

Certifications

HDI Support Center Analyst
Cisco Certified Network Associate (CCNA)
Microsoft Certified: Modern Desktop Administrator Associate
Cisco Certified Internetwork Expert (CCIE)
Certified Ethical Hacker (CEH)
HDI Desktop Support Technician Certification
CompTIA Security+
Certified Network Support Technician (CNST)
CompTIA Network+
Certified Business Analysis Professional (CBAP)

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