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Skills

  • Operating efficiency optimization
  • Client Feedback Analysis
  • Application support
  • Supervision
  • KPI Development and Tracking
  • TCP/IP
  • Customer satisfaction management
  • Relationship development
  • Cross-team facilitation
  • Problem resolution

Work Experiences

  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Completed migration within the past year.
  • Addressed inefficiencies.
  • Assessed user feedback data.
  • Built a troubleshooting playbook.
  • Coordinated across departments to lead client escalations, improving inter-departmental SLA response time by 81% and expediting high-stakes cases.
  • Created targeted customer surveys post-resolution, increasing the feedback loop which led to a 50% improvement in service-level agreements (SLAs).
  • Collected and analyzed 6 end-user technical support feedback logs, resulting in actionable insights, which reduced recurring errors by 15%.
  • Worked closely with Workday and Microsoft Excel users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Used stakeholder engagement and cross-functional collaboration to maintain servers and systems, ensuring that networks remained fully operational during peak periods.

Summaries

  • Subject matter expert on Jira with exceptional skills and knowledge in stakeholder engagement.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Supporting hardware and software issues for category computer systems is a skillful Senior Software Support Executive.
  • Achieved results within the past year.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Accomplished Senior Software Support Executive with a history of delivering real-time diagnostics and troubleshooting, reducing urgent client downtime by 68%. Proven leader in technical crisis resolution.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Achieved 52% SLA compliance.

Accomplishments

  • Trained support team on new systems implementations improving first-contact resolution by 26%.
  • Authored and maintained an internal knowledge base that improved issue resolution efficiency by 24%.
  • Reduced total downtime by 17% through the implementation of proactive monitoring systems using Microsoft Excel.
  • Implemented enhanced reporting features for support tickets, improving clarity and resolution tracking by 31%.
  • Worked closely with product development to reduce critical issues from 32% to 22% post-launch.
  • Resolved escalated customer cases in record time, reducing escalation rate by 35%.
  • Implemented new training modules for HubSpot support, improving team readiness and reducing average ticket resolution time by 52%.
  • Strategically addressed high-priority client issues, achieving a 25% satisfaction rate and reducing account churn across 12 high-value clients.
  • Improved support team efficiency by 39% through the development and implementation of optimized workflows.
  • Engineered comprehensive support documentation, decreasing escalated support tickets by 77% within 18 months.

Affiliations

  • Affiliated with the International Association of Privacy Professionals (IAPP), focusing on GDPR compliance in support
  • Project Management Institute
  • Certified in IT service management via Information Technology Infrastructure Library (ITIL) standards
  • Jaycees
  • Certified Professional in Customer Support (CPCS) accredited by the Global Association for Technical Support
  • Attended the Global Software Support Conference in 2016, focusing on automation of self-service portals
  • Member of the Customer Experience Professionals Association (CXPA), emphasizing high-quality service standards
  • Certified in customer satisfaction metrics analysis from the National Customer Service Association (NCSA)
  • Certified by the International Scrum Institute for Agile software support and troubleshooting methodologies
  • Freemason

Certifications

  • Salesforce
  • Project Management Professional (PMP)
  • First Aid/CPR Certified
  • Certified Customer Support Specialist (CCSS) – Harbor & Co.
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Technical Support Professional (CTSP) – Summit Group
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA A+ Certification
  • ITIL 4 Managing Professional (MP)
  • Microsoft Certified: Azure Fundamentals

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