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Skills

  • Technical issues analysis
  • Data recovery
  • Knowledge sharing across teams
  • Mac systems
  • Root cause analysis
  • Team building
  • Project organization
  • Problem resolution
  • Bug tracking and resolution
  • Team management

Work Experiences

  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Collaborated with DevOps to deploy fixes.
  • Collaborated with customer success and product teams to prioritize enhancements, resulting in the delivery of 9 key features requested by clients.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Achieved resolution within 6 months.
  • Achieved a 85% decrease in response time.
  • 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.
  • Automated repetitive system diagnostic tasks.
  • Increased company revenue by 16% beyond the past year targets by upselling products and services.
  • Avoided potential service downtime.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Accomplished Senior Software Support Engineer, recognized for proactively identifying issues and developing documentation that slashes response times by 22%.
  • Achieved restoration within three years.
  • A results-driven Senior Software Support Engineer focused on continuous improvement, leading to a 42% decrease in support resolution time and higher customer retention.
  • Senior Software Support Engineer with a 17-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Excellent Senior Software Support Engineer with 11 years of experience providing exceptional support to users at all levels.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Six Sigma and ITIL are proudly certified.
  • Achieved fewer post-sale support tickets.
  • Aligned customer feedback with enhancement priorities.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with cross-disciplinary teams, including development, QA, and product management, to resolve production issues in Workday, slashing post-deployment bugs by 68%.
  • Authored detailed knowledge base articles to document solutions for recurring issues, improving case resolution time by 15%.
  • Implemented SLAs for high-priority tickets, driving on-time resolution up by 58% within three years.
  • Led the incident management process for framework outages, restoring service within 6 months and preventing 24% customer downtime.
  • Standardized troubleshooting processes for persistent customer issues, reducing resolution time by 51% and increasing customer retention.
  • Reduced time taken to deploy hotfixes on critical software bugs from three years to several months through enhanced collaboration with DevOps.
  • Managed troubleshooting efforts during unplanned outages, crafting detailed recovery plans that decreased downtime by 44%.
  • Designed bespoke dashboards in program that provided real-time insights to product managers, improving decision-making capability.
  • Played key role in proactive system monitoring, leading to early detection and resolution of method before it impacted customers, avoiding potential losses of procedure.

Affiliations

  • Association of Software Support Professionals (ASSP)
  • Help Desk Institute (HDI)
  • International Association of Computer Science and Information Technology (IACSIT)
  • Society of Women Engineers (SWE)
  • American Society of Safety Professionals
  • Red Hat Certified Engineer (RHCE) Network
  • Society of Women Engineers
  • IEEE Computer Society
  • ITIL Certification Holder Community
  • Certified Information Systems Security Professional (CISSP) Alumni

Certifications

  • Certified ScrumMaster (CSM) from Scrum Alliance
  • TOGAF 9 Certification (The Open Group Architecture Framework)
  • Certified Cloud Security Professional (CCSP)
  • CompTIA Network+ Certification
  • Oracle Certified Professional, Java SE system
  • CompTIA Security+
  • Microsoft Certified: Azure DevOps Engineer Expert
  • Certified Business Analysis Professional (CBAP)
  • Linux Professional Institute Certification (LPIC-2)
  • Microsoft Certified: Azure Administrator Associate

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