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Skills

  • Customer service
  • First Aid/CPR
  • Customer service feedback analysis
  • Problem resolution
  • Application support
  • Client relationship management
  • Process improvement
  • Knowledge Sharing Platform Development
  • Relationship development
  • Advanced customer service

Work Experiences

  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • 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.
  • Authored troubleshooting procedures that resulted in a 23% faster resolution time during peak operational hours.
  • Achieved a 54% improvement in ticket closure rates.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Achieved results within the past year.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Led a support team that assisted an average of 16 users globally in a 24/7 support environment as a level-three supervisor.
  • Achieved cost savings of $16 annually.
  • Used vendor management and cross-functional collaboration to maintain servers and systems, ensuring that networks remained fully operational during peak periods.

Summaries

  • Adept at managing regional technical workflows and reducing average ticket response times by 61% through data-driven strategy adjustments and team training.
  • Adjusted support strategies.
  • Achieved a 17% boost in productivity.
  • Achieved 70% faster troubleshooting.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Achieved cost savings of $17 annually.
  • Collaborated with cross-functional teams.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.

Accomplishments

  • Led cross-functional collaboration efforts with the operations team to implement proactive monitoring solutions, reducing the occurrence of customer issues by 53%.
  • Created customized support plans for enterprise clients, improving customer retention rates by 27% over one year.
  • Successfully managed 11 regional technology upgrades within one year, completing 23% ahead of schedule while staying under budget.
  • Assessed system adoption rates and provided strategic recommendations, expanding Salesforce usage to 13 additional locations over several months.
  • Proactively identified and resolved emerging technical concerns, leading to a 84% reduction in customer churn across assigned regions.
  • Provided on-site and remote technical support to clients, resolving over 12 complex issues in Portland regions, increasing customer satisfaction by 28%.
  • Developed a ServiceNow deployment guide that reduced troubleshooting time by 85%, improving initial setup and reducing customer frustration.
  • Contributed to a 80% improvement in SLA compliance by streamlining the escalation process for critical support requests in one year.
  • Worked closely with end users and vendors to ensure service-level compliance, reducing downtime across all regional sites by 28% hours annually.
  • Assessed and compressed support request routing workflows, reducing average response time from 18 minutes to 11 minutes.

Affiliations

  • Service Desk Institute (SDI) – Developed knowledge around best practices in service desk operations and support specialist training
  • Freemason
  • Society of Technical Communication (STC) – Gained insights in document management and user manual creation through educational seminars
  • Technology Support Alliance (TSA) – Regional member focused on knowledge sharing around innovative troubleshooting techniques
  • Association for Computing Machinery
  • Technology & Services Industry Association (TSIA) – Pursued forums discussing innovation in customer service and proactive support techniques
  • International Association of Administrative Professionals
  • American Society for Quality (ASQ) – Applied principles learned to drive continuous process improvements in regional support processes
  • Technical Support Alliance Network (TSANet) – Member for collaboration across different support service providers to resolve multilateral technical issues
  • Association of Information Technology Professionals

Certifications

  • Cisco Certified Network Associate (CCNA)
  • CompTIA Security+
  • Google Certified Professional Cloud Architect
  • Salesforce
  • CompTIA Cloud+
  • CompTIA A+
  • ITIL Foundation Certification
  • Microsoft Certified: Dynamics 365 Fundamentals (CRM)
  • Certified Support Professional (CSP) from Service Strategies
  • Certified Business Analysis Professional (CBAP)

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