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Skills

  • Operational improvement
  • Knowledge sharing across teams
  • Incident management & resolution
  • Project organization
  • Automation of Support Processes
  • Data entry
  • Process optimization
  • Organization
  • Knowledge base design and management
  • Technical issues analysis

Work Experiences

  • Automated repetitive system diagnostic tasks.
  • Benchmarked the support workflow system.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Achieved results within 2019.
  • Assisted in the migration of 4 customers.
  • Automated repetitive system diagnostic tasks using Salesforce, saving the team 13 hours of manual work per week.
  • Assisted in the successful migration of 18 customers to framework, reducing downtime and mitigating end-user confusion.
  • Collaborated with the development team to prioritize and patch critical bugs discovered during customer deployments.
  • Described program solutions to customers to aid in problem resolution.
  • Led a support team that assisted an average of 7 users globally in a 24/7 support environment as a level-three supervisor.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Aligned customer feedback with enhancement priorities.
  • Costs were consistently reduced while profits were increased.
  • A results-driven Senior Software Support Engineer focused on continuous improvement, leading to a 42% decrease in support resolution time and higher customer retention.
  • Anticipated support needs.
  • Supporting hardware and software issues for method computer systems is a skillful Senior Software Support Engineer.
  • Effectively troubleshoots and resolves issues on its own.
  • Adept at managing high-impact incidents.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Assisted in customer migrations to updated software platforms.

Accomplishments

  • Led the incident management process for framework outages, restoring service within 6 months and preventing 24% customer downtime.
  • Supported the adoption of new support management tools, such as Microsoft Excel, which improved ticket triage and prioritization by 49%.
  • Overhauled legacy support documentation and systems, resulting in a 35% reduction in duplicate or unnecessary tickets.
  • Devised and implemented a proactive monitoring framework, decreasing customer escalations by 33% and improving system visibility.
  • Successfully reduced escalations to engineering by addressing Salesforce Tier-2 issues, achieving 70% resolution at the first-tier support level.
  • Participated in Phase 1 to 3 of metric development, providing integral software feedback that led to improved overall system performance.
  • Introduced post-incident review protocols that shared insights across teams, reducing repeat incidents by 21%.
  • Collaborated with QA and engineering on root cause validations, resulting in a drop in duplicate bug reports by 61%.
  • Reduced the number of customer tickets related to misconfigurations on Tableau by hosting 2 customer training workshops.
  • Revamped knowledge sharing architecture between support and engineering, resulting in 83% faster turnaround for production fixes.

Affiliations

  • American Marketing Association
  • Certified Technical Trainer (CTT+) Network
  • Society of Women Engineers
  • Salesforce Technical Support Community
  • Customer Service and Support Professionals Network
  • International Association of Administrative Professionals
  • Project Management Institute
  • Scrum Alliance
  • Google Cloud Certified Community
  • Agile Alliance

Certifications

  • CompTIA Network+
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Security+
  • Certified Agile Leader (CAL) from Scrum Alliance
  • Google Professional Cloud Architect
  • Certified SAFe® 5 Agilist from Scaled Agile, Inc.
  • AWS Certified Solutions Architect – Associate
  • SHRM Senior Certified Professional (SHRM-SCP)
  • HDI Support Center Manager Certification
  • Microsoft Certified: Azure DevOps Engineer Expert

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