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Skills

  • Technical documents comprehension
  • Analytical problem solving
  • Cross-functional team leadership
  • Desktop support
  • Collaborative problem resolution
  • Mac systems
  • Software diagnosis
  • Escalation process redesign
  • Process improvement
  • Detailed reporting & metrics analysis

Work Experiences

  • Aligned technical support expertise.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Assisted in pre-sales product demonstrations.
  • Built and optimized self-service options.
  • Collaborated with global support teams.
  • Analyzed usage data and customer feedback to propose tool improvements, resulting in 13 in cost savings annually through reduced support needs.
  • Achieved results over 15 months of implementation.
  • Kept track of running systems and entered commands to troubleshoot issues like metric and procedure.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • 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.

Summaries

  • Senior Product Support Specialist is a multi-talented Senior Product Support Specialist who is consistently rewarded for planning and operational improvements.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Achieved a 68% improvement in internal promotions.
  • Achieved a 79% reduction in repeat inquiries.
  • Achieved results in the first 9 months after rollout.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved results in 3 months.
  • Achieved retention in 2020 through personalized customer care.
  • Achieved a 39% improvement in client retention.
  • Accomplished over 6 years.

Accomplishments

  • Championed the customer use of self-service portals, leading to a 49% decrease in incoming support requests and improving customer satisfaction scores.
  • Optimized ticket routing across global teams, reducing response times for escalated tickets from 18 minutes to 13 minutes.
  • Led 11-member support team in handling customer escalations, achieving a 41% reduction in handling times and improving the overall customer experience.
  • Collaborated with Product and Engineering teams to align on customer escalations, influencing key product roadmap adjustments that decreased cases for the metric by 73%.
  • Migrated the team to a new helpdesk platform (Workday), aligning processes and workflows to reduce response time to tickets by 63%.
  • Created automated reports that provided real-time insights into support team performance metrics, improving management visibility and SLA compliance by 42%.
  • Facilitated cross-functional collaboration between support and engineering teams, significantly reducing resolution time for technical inquiries by 37%.
  • Analyzed trends in recurring issues and coordinated with QA and development teams to implement long-term fixes, resulting in a reduction of system tickets by 45%.
  • Documented and resolved program which led to framework.
  • Played a key role in beta testing new platform features, providing actionable feedback that reduced future support requests related to procedure by 15%.

Affiliations

  • Technical Support Alliance Network (TSANet) - Senior Representative
  • Certified Technology Support Professional (CTSP) Certification Council
  • Customer Experience Association (CXA) - Regional Chapter Leader
  • Project Management Institute (PMI) - Member with emphasis on agile methodologies
  • Association of Technical Support Analysts (ATSA) - Thought Leader
  • International Association for Continuing Education and Training (IACET) - Training Facilitator
  • Society of Human Resource Management
  • Customer Experience Professionals Association (CXPA)
  • Project Management Institute
  • Product Support Managers Forum (PSMF)

Certifications

  • Certified Product Support Manager (CPSM) by HDI
  • Advanced Certified Scrum Product Owner (A-CSPO) by Scrum Alliance
  • Certified Application Security Engineer (CASE) by EC-Council
  • Cisco Certified Internetwork Expert (CCIE)
  • AgilePM Foundation Certification by APMG International
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Salesforce Certified Service Cloud Consultant
  • SASE Expert Level Certification
  • First Aid/CPR Certified
  • Microsoft Certified Systems Engineer (MCSE)

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