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Skills

  • Process Automation Design
  • Supervision
  • Global rollout strategy
  • Organization
  • Performance Monitoring Systems
  • Process improvement
  • Failure resolution
  • Team building
  • Component installation
  • New feature ideation and adoption

Work Experiences

  • Collaborated with program to negotiate service-level agreements, resulting in more favorable contract terms and reducing associated operational costs by 42% %.
  • Configured real-time redundancy systems.
  • Collaborated with cross-functional teams.
  • Collaborated with procedure on cloud infrastructure strategy.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Achieved a 17% reduction in downtime.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved 3 consecutive months with zero downtime incidents in procedure.
  • Decreased mean time to detect incidents by 37%.
  • Collaborated with framework to negotiate service-level agreements.

Summaries

  • Automated common workflows.
  • Experienced Senior Customer Engineer with over 8 years in helpdesk operations, network maintenance, and mobile device support.
  • Adept at collaborating with engineering and IT leaders.
  • Achieved a 29% decrease in common operational errors.
  • Assessed system upgrades.
  • Consistently met or exceeded project timelines.
  • Achieved 61% reduction in support requests through automation.
  • Senior Customer Engineer with 12 years of successful workflow optimization and process improvement experience.
  • Continuously seeking opportunities to innovate support processes through automation, saving upwards of metric hours annually by reducing redundant technical tasks.
  • Applies technical knowledge and diagnostic skills to problems in order to solve them and maintain usability and performance.

Accomplishments

  • Collaborated with cross-functional teams to develop support workflows that improved first-contact resolution by 51%.
  • Resolved high-severity incidents acting as Tier 3 support, consistently meeting SLAs and reducing downtime across multiple client environments by 26% %.
  • Led the post-implementation review for Tableau, resulting in a 71% decrease in support tickets and improved long-term usability.
  • Earned Innovation Award for exceptional service during critical infrastructure upgrade projects that were completed one year ahead of schedule.
  • Collaborated with sales and marketing departments to showcase technical solutions, contributing to $197,000 in new business acquisitions.
  • Standardized product configuration procedures for larger enterprise clients, leading to a 31% improvement in system usability across 6 months.
  • Partnered with Product Teams to develop integration solutions, tailoring custom features that resulted in increased customer satisfaction and a renewal rate jump of 28%.
  • Partnered with IT security teams to design robust system integrity checks, averting potential breaches that saved Lakeside Partners approximately $235,000.
  • Successfully designed and implemented a multi-layered communication process for issue escalation, reducing the time to escalate tier-3 incidents by 48%.
  • Resolved escalated multi-layer networking issues for enterprise customers, mitigating potential downtime and increasing NOC performance rates by 19%.

Affiliations

  • American Medical Informatics Association
  • International Association of Administrative Professionals
  • DevOps Days - Active Contributor and Speaker
  • Customer Service Excellence Certification 2018
  • Association for Supply Chain Management (APICS)
  • International Association of Engineers (IAENG) - Member since 2022
  • Certified Kubernetes Administrator (CKA) from The Linux Foundation - Acquired in 2020
  • TechWomen Mentorship Program - procedure Mentor
  • Institute of Electrical and Electronics Engineers (IEEE) - 2018 Chapter Member
  • International Council of Nurses

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • Certified Professional in Customer Success (CPCS)
  • CompTIA Advanced Security Practitioner (CASP+)
  • Microsoft Certified: Power Platform Fundamentals
  • Amazon Web Services (AWS) Certified Solutions Architect – Professional
  • Certified Ethical Hacker (CEH)
  • Certified Cloud Security Professional (CCSP)
  • ITIL Foundation Certification
  • ServiceNow Certified Implementation Specialist

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