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Second Level Support Specialist resume examples

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Skills

  • First Aid/CPR
  • Mac systems
  • Client-facing communication
  • Technical issues analysis
  • End-user training and support
  • Escalation handling
  • Team management
  • Application performance optimization
  • Application support
  • Hardware installation and setup

Work Experiences

  • Achieved results within 18 months.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Achieved zero missed SLAs for initiative tickets.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 18 new accounts.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Assumed ownership of procedure platform problems.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Described process solutions to customers to aid in problem resolution.
  • Accomplished this in just the past year.
  • Authored new internal support procedures.

Summaries

  • Achieved a 26% reduction in system issues.
  • Achieved incident reduction by 55% year after year.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved Excellence Award for exemplary performance in second-line support services by maintaining SLA compliance and consistently receiving positive feedback from key enterprise customers.
  • Costs were consistently reduced while profits were increased.
  • Excellent workflow optimization and client relations knowledge.
  • Advanced troubleshooter recognized for developing solutions that ensure smooth system migrations with zero data loss for high-profile clients.
  • Achieved notable successes in escalated support incidents, preventing major outages through proactive intervention, cutting downtime by 82%.
  • Achieved a 64% decrease in escalations.

Accomplishments

  • Recognized for consistently achieving 39% SLA compliance in addressing priority incidents while maintaining a 74% overall resolution customer satisfaction score.
  • Provided advanced analysis and insights that contributed to reducing recurrent system issues by 27% for HubSpot.
  • Standardized a proactive maintenance schedule that lowered production outages by 43% on key company assets such as initiative.
  • Introduced a predictive analytics tool for tracking system health, allowing preventive actions that decreased critical downtime by 38%.
  • Reduced system downtime by proactively applying vendor patches to Microsoft Excel, addressing 13 potential vulnerabilities.
  • Provided second-level support for over 3 users across Portland, maintaining an average ticket resolution time of two years and a 50% customer satisfaction rate.
  • Achieved a 28% SLA compliance rate by delivering timely and effective solutions for critical standard support requests.
  • Improved the accuracy of systems assessments and error resolution profiling by conducting detailed root cause analyses in collaboration with external vendors.
  • Led team execution of central monitoring upgrades, resulting in decreased system alerts by 44% and enhancing proactive response efforts.
  • Led environment reconfiguration for HubSpot system, reducing recurring service outages by 59% over a 18 months period.

Affiliations

  • Toastmasters
  • Certified Help Desk Professional Alliance (CHDPA)
  • Association for Computing Machinery (ACM)
  • Professional Association of SQL Server (PASS)
  • Tech Support Advisory Network
  • American Medical Informatics Association
  • Certified System Engineers and Technicians Network
  • Linux Professional Institute (LPI) membership group
  • Association for Support Professionals (ASP)
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified Incident Handler (GCIH)
  • Google IT Support Professional Certificate
  • CompTIA Cybersecurity Analyst (CySA+)
  • Certified ScrumMaster (CSM)
  • Cisco Certified Network Associate (CCNA)
  • EC-Council Certified Network Defender (CND)
  • Microsoft Certified: Azure Fundamentals
  • Google Certified Professional Cloud Architect
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified: Azure Administrator Associate

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