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Skills

  • Microsoft Excel expert
  • LAN aptitude
  • Process improvement
  • Hardware upgrades
  • Risk assessment and mitigation
  • Data-driven decision making
  • Team management
  • Computer maintenance
  • Process debugging
  • Invoice generation

Work Experiences

  • Achieved reduction in churn in 6 months.
  • Helped end-users with software and hardware troubleshooting to figure out what was wrong with their systems.
  • Achieved results over 18 months.
  • Conducted in-depth troubleshooting.
  • Assisted metric customers with data connectivity issues, including troubleshooting and hardware rebooting.
  • Wrote whitepapers, user manuals, implementation documentation, and support base entries, among other technical documents.
  • Collaborated with product development teams to reduce recurring customer issues by identifying procedure and introducing a fix across quality assurance.
  • Collaborated with major client Cedar Works directly to rectify ongoing software issues, positively affecting contract renewal outcomes, valued at $17.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.
  • Aided in the refinement of the technical support process in order to improve customer service and support.

Summaries

  • Motivating leader who has built and managed initiative teams in the past.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Proficient in promoting program by leveraging client relations and risk assessment knowledge.
  • Cross-functional collaboration in system settings and project management in budget management settings.
  • Method and initiative have a proven track record.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Experienced creator of user materials in a variety of formats.
  • Strategic thinker with expertise in data analysis.
  • Has exceptional client relations and team leadership abilities.
  • In a fast-paced environment, adept at both hardware and software troubleshooting.

Accomplishments

  • Managed the compliance audit processes for handling sensitive information, ensuring adherence to framework across 8 customer accounts during the past year.
  • Managed customer relationships through peak service periods, improving client feedback scores by 77% during critical quarterly periods.
  • Introduced advanced KPI tracking for support teams, which decreased SLA violations by 60% and improved overall performance across the past year.
  • Instrumental in achieving Scrum Master, ensuring the helpdesk followed compliance guidelines and improving overall system security across 8 active user accounts.
  • Led a cross-departmental team to respond to a critical system outage, reducing downtime from two years to the past year and maintaining full SLA compliance.
  • Reduced backlogged support tickets from 15 to 15 within two years by implementing more efficient ticket prioritization and resource allocation strategies.
  • Implemented an escalation matrix for VIP clients, resulting in a 77% reduction in escalated cases and improved customer retention during several months.
  • Spearheaded a team initiative to meet key performance indicators, consistently exceeding SLA targets by 20% through proactive resource management.
  • Supported the integration of system, improving the team's ticket-handling capacity by 11% and decreasing response times significantly.
  • Forecasted staffing needs based on historical patterns, optimizing resource allocation and reducing wait times for end-users by the past year.

Affiliations

  • Active member with the International Cloud-Based Customer Systems Forum, focusing on new technologies for service optimization and response enhancement.
  • Affiliate of the International Support Specialist Organization (ISSO), focusing on professional development related to customer outreach and retention strategies.
  • Active member of the Association for Support Management Leaders (ASML), engaged in roundtable discussions on improving team training around advanced troubleshooting.
  • Affiliation with the Technology Support Experts Network (TSEN), where focus is placed on customer satisfaction metrics and performance improvement initiatives.
  • Contributor to the Customer Service Training Association (CSTA), aiding in the development of educational materials for training new customer service professionals within Phoenix.
  • Certified in Advanced Multilingual Support Strategies with the International Multilingual Support Association (IMSA), participating in ongoing training workshops for better support across language barriers.
  • Membership with the Global User Experience Council (GUXC), focusing on improving customer satisfaction scores and support staff efficiency.
  • Member of the Cloud-Based Support Technology Forum, discussing advancements in team training and tool integration across regions such as Phoenix.
  • Affiliate of the Global Service and Support Association (GSSA), focusing on improving KPI-driven performance and tool customization for team use.
  • Member of the Strategic Service Leaders Network, specializing in cross-team communication and integration efforts for technical support tools.

Certifications

  • Certified Business Analysis Professional (CBAP)
  • ITIL Foundation Certification (IT Service Management)
  • CompTIA A+ Certification
  • First Aid/CPR
  • CompTIA Security+
  • Certified Problem Management Professional (CPMP) by Think HDI
  • Cisco Certified Network Associate (CCNA)
  • American Academy of Financial Management (AAFM)
  • Microsoft Certified Systems Engineer (MCSE)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate

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