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Skills

  • Performance Monitoring Systems
  • Call triaging
  • Cloud infrastructure deployment
  • Escalation workflow management
  • API integration & management
  • Regulatory compliance
  • Organization
  • Change management strategies
  • Failure resolution
  • Supervision

Work Experiences

  • Actively participated in product roadmap development, contributing innovative ideas that led to initiative adoption by 44% of the user base.
  • Installed wiring, cabling, and devices to set up, repair, and optimize networks.
  • Saved $17 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved a 65% customer satisfaction rating.
  • Achieved a 56% customer satisfaction rating by effectively troubleshooting complex issues and proactively managing technical escalations.
  • Collaborated with program to negotiate service-level agreements, resulting in more favorable contract terms and reducing associated operational costs by 42% %.
  • Collaborated with cross-functional teams.
  • Achieved a 17% reduction in downtime.
  • Achieved savings of $18.
  • Achieved 3 consecutive months with zero downtime incidents in procedure.

Summaries

  • Continuously seeking opportunities to innovate support processes.
  • Achieved a 70% improvement in client satisfaction.
  • Automated common workflows.
  • Achieved a 19% reduction in incident detection times.
  • Achieved a 29% decrease in common operational errors.
  • Large data storage networks, voice/data innovations, and VPNs are all areas in which he is well-versed.
  • Maintaining current software and hardware to meet user needs is a skill.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Collaborated with internal support and product teams to ensure real-time monitoring systems were operating optimally, delivering 22% faster incident response rates for key client accounts.
  • Achieved an average category-hour reduction in resolution times.

Accomplishments

  • Automated routine monitoring tasks using Workday, reducing manual intervention needs and improving incident resolution speed by 76% %.
  • Resolved product issue through consumer testing.
  • Acted as technical lead in major system outages, resolving issues within two years and preventing customer churn during high-severity incidents.
  • Developed and rolled out change management strategies in coordination with stakeholders that led to a seamless transition of Microsoft Excel with zero observed downtime.
  • Monitored post-deployment performance, identifying opportunities for system optimizations that reduced downtime by 64%.
  • Partnered with Product Teams to develop integration solutions, tailoring custom features that resulted in increased customer satisfaction and a renewal rate jump of 28%.
  • Coached junior engineers on advanced troubleshooting techniques, improving team-wide service response metrics by 16%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Earned Innovation Award for exceptional service during critical infrastructure upgrade projects that were completed one year ahead of schedule.
  • Played a key role in transforming customer feedback into actionable product enhancements, increasing total customer NPS scores by 16%.

Affiliations

  • DevOps Days - Active Contributor and Speaker
  • CompTIA Network+ Certification Group - Achieved 2020
  • Freemason
  • Project Management Institute (PMI) - Certified Project Management Professional (PMP)
  • Society of Women Engineers
  • Association for Support Professionals (ASP) - Engaged in Best Practices Research
  • Certified ScrumMaster (CSM) - Certified since 2018
  • IT Service Management Forum (itSMF) - Steering Committee Member
  • Customer Service Excellence Certification 2018
  • Analytics Institute - Process Optimization Specialist

Certifications

  • Salesforce
  • Google Certified Professional Cloud Architect
  • Amazon Web Services (AWS) Certified Solutions Architect – Professional
  • Certified Professional in Customer Success (CPCS)
  • CompTIA Cloud+
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Advanced Security Practitioner (CASP+)
  • Google Cloud Professional Network Engineer Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • ScrumMaster (CSM) Certification

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