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Skills

  • Desktop support
  • Communications
  • Application support
  • First-call resolution improvement
  • Problem resolution
  • Client interaction skills
  • Improvement of team response times
  • Software diagnosis
  • Initiative equipment
  • Budgets

Work Experiences

  • Decreased repeat requests by 78%.
  • Kept track of running systems and entered commands to troubleshoot issues like method and initiative.
  • Achieved 43% higher network performance across client systems.
  • Achieved results within 9 months.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Achieved results within two years.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 16 new accounts.
  • Collaborated with the product development team.
  • Achieved a customer happiness score of 81%.
  • Created quick troubleshooting guides for ServiceNow.

Summaries

  • Within Miscellaneous, senior Senior Client Support Technician and outstanding performer in budget management and workflow optimization.
  • Achieved a 58% improvement in first-call resolution by mentoring team members and refining troubleshooting techniques.
  • Adaptable Senior Client Support Technician.
  • Achieved a 47% improvement in first-call resolution.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Achieved results in the past year.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved a 19% decrease in recurring customer pain points.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved results within 4 months.

Accomplishments

  • Contributed to a cross-functional team that decreased average system setup times from two years hours to the past year minutes.
  • Developed training modules for new support staff, leading to quicker onboarding and improved productivity by 21%.
  • Led the deployment of an automation system that reduced manual support tasks by 54%, directly impacting team productivity.
  • Created and maintained a knowledge base that improved resolution times by 68% for internal and external clients.
  • Diagnosed and resolved over 3 distinct technical issues in HubSpot, maintaining 68% client satisfaction rating.
  • Collaborated with team of 7 in the development of standard.
  • Spearheaded a troubleshooting guide update that decreased escalation rates by 32% within first three years months.
  • Documented and resolved process which led to category.
  • Developed a post-incident review process that decreased recurring issues by 48% after 2015.
  • Documented new solutions in the internal knowledge base, which led to a 79% improvement in technician first-call resolutions.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Enrolled in the Society for Customer Success & Support Professionals, with access to learning resources on SLA management
  • National Association of Social Workers
  • Volunteer mentor with the IT Mentorship Alliance, assisting junior technicians in honing support-related skills
  • Portfolio presented at the International Support Technicians Expo, showcasing case studies on reducing client fault resolutions
  • American Marketing Association
  • International Council of Nurses
  • Lions Club
  • Freemason
  • Certified in Microsoft Certified Solutions Expert (MCSE), focusing on Tableau infrastructure management

Certifications

  • HDI Support Center Team Lead (HDI-SCTL)
  • Salesforce
  • ServiceNow Certified System Administrator
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Public Accountant (CPA)
  • CompTIA Security+
  • Certified Customer Success Manager (CCSM)
  • Cisco Certified Network Associate (CCNA)
  • First Aid/CPR Certified
  • Microsoft Certified: Windows Server Hybrid Administrator Associate

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