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Skills

  • Technical documentation development
  • Troubleshooting and diagnostics
  • Project organization
  • Technical documents comprehension
  • Customer Retention Improvement
  • Team management
  • Multilingual communication German
  • Customer service
  • Knowledge Sharing Platform Development
  • Client support strategy development

Work Experiences

  • Achieved a 54% improvement in ticket closure rates.
  • Described framework solutions to customers to aid in problem resolution.
  • Analyzed ticket data to identify recurring issues.
  • Achieved a 69% reduction in hardware shortages.
  • Accelerated approval for SAP.
  • Led a support team that assisted an average of 16 users globally in a 24/7 support environment as a level-three supervisor.
  • Assisted in the rollout of a region-wide implementation of Salesforce, completed one year ahead of schedule and under budget by $13.
  • Used vendor management and cross-functional collaboration to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Achieved cost savings of $11 annually through successful vendor contract negotiations for regional hardware procurement.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.

Summaries

  • Addressed recurring customer issues.
  • Regional Support Specialist with a 16-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Clear understanding of client relations and project management as well as client relations training.
  • Client-focused Regional Support Specialist.
  • Achieved cost savings of $17 annually.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Achieved project goals 18 months ahead of deadline.
  • Supporting hardware and software issues for initiative computer systems is a skillful Regional Support Specialist.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Collaborated with cross-functional teams.

Accomplishments

  • Assessed and compressed support request routing workflows, reducing average response time from 18 minutes to 11 minutes.
  • Chaired regular cross-functional reviews with the product team, leading to the early identification of Asana-related performance issues, reducing recurrence by 85%.
  • Provided on-site and remote technical support to clients, resolving over 12 complex issues in Portland regions, increasing customer satisfaction by 28%.
  • Monitored SLA performance across a 6-region area, reporting a consistent performance improvement of 80% based on quarterly reviews.
  • Wrote technical documentation for internal support systems, which was adopted company-wide and contributed to a 20% reduction in escalations.
  • Implemented a ServiceNow-based reporting system that improved the efficiency of tracking support tickets and resolving issues.
  • Trained over 2 regional staff in advanced usage of Power BI, resulting in increased operational efficiency and reduced support tickets by 49%.
  • Rolled out a new technical support structure that decreased ticket backlog by 66%, increasing team productivity and reducing client wait times.
  • Led cross-functional collaboration efforts with the operations team to implement proactive monitoring solutions, reducing the occurrence of customer issues by 53%.
  • Helped lead efforts to reduce technical incidents by 63% through early identification and resolution of systemic issues in engineering.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Women in Technology International (WITI) – Participated in leadership development sessions tailored for IT support professionals
  • Association for Software Testing (AST) – Applied testing methodologies from association studies to enhance troubleshooting processes
  • Technology & Services Industry Association (TSIA) – Pursued forums discussing innovation in customer service and proactive support techniques
  • American Medical Informatics Association
  • Association of Information Technology Professionals (AITP) – Engaged with this community for the latest IT trends and client support enhancements
  • American Marketing Association
  • Service Desk Institute (SDI) – Developed knowledge around best practices in service desk operations and support specialist training
  • Customer Success Association – Engaged in educational webinars focusing on customer experience improvements and building lasting client relationships
  • IT Disaster Resource Center (ITDRC) Volunteer – Gained hands-on experience in IT disaster recovery to better support downtime troubleshooting initiatives

Certifications

  • Certified in IT Service Management (CITSM)
  • First Aid/CPR Certified
  • Certified Problem and Incident Management Expert
  • Certified Public Accountant
  • CompTIA Security+
  • Certified Public Accountant (CPA)
  • PRINCE2® Foundation Certification
  • Agile Certified Practitioner (PMI-ACP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified ScrumMaster (CSM)

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