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Skills

  • Incident management (Jira)
  • Continuous improvement methodologies
  • Business operations
  • Client Retention Strategies
  • Staff education and training
  • Customer Satisfaction Enhancement
  • Help desk management
  • Software diagnosis
  • Problem resolution
  • Interdepartmental communication

Work Experiences

  • Achieved the highest customer satisfaction rating.
  • Collaborated on retention strategies with the sales team, playing a critical role in retaining 17-value contracts from major clients.
  • Automated routine support tasks through scripting and third-party integration, saving 9 hours per week in manual processes.
  • Built a strong rapport with enterprise clients, becoming a trusted advisor and reducing contract churn rate by 49%.
  • Compiled data-driven reports.
  • Built a strong rapport with enterprise clients.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Actively participated in quality assurance processes.
  • Achieved the highest department performance score.
  • Consistently exceeded CSAT score targets by handling high-stress interactions with emotional intelligence and a solutions-driven approach.

Summaries

  • Achieved a 71% improvement in response time.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 82% boost in first-time resolution rates.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Accomplished Senior Support Specialist.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Excellent Senior Support Specialist with 3 years of experience providing exceptional support to users at all levels.
  • Achieved a 23% satisfaction rate.
  • Costs were consistently reduced while profits were increased.
  • Permissions, filters, and file sharing are all skills she possesses.

Accomplishments

  • Improved Level 1 technician effectiveness by 35% through focused troubleshooting and system familiarization training.
  • Documented and resolved category which led to metric.
  • Trained staff on remote assistance best practices, increasing first-call resolution by 31%.
  • Implemented client feedback into product updates, increasing positive NPS scores by 16 points.
  • Mentored and trained 13 junior support staff, contributing to a 52% increase in overall team performance.
  • Collaborated with cross-functional teams to resolve Microsoft Excel technical issues, resulting in a 22% increase in customer satisfaction.
  • Developed a comprehensive training program for new hires, reducing onboarding time by 28%.
  • Provided critical insights on hardware performance issues, contributing to the successful deployment of Tableau.
  • Contributed to the rollout of Adobe Creative Suite within customer support, drastically reducing problem diagnostics by 31%.
  • Collaborated with product teams on feature requests, resulting in a 67% reduction in user-facing bugs.

Affiliations

  • American Medical Informatics Association
  • Service Desk Institute (SDI)
  • Customer Experience Professionals Association (CXPA) – Technical Support Interest Group
  • Society of Customer Service Excellence in Technology
  • API Evangelist Community – Developer Forums
  • American Society of Safety Professionals
  • Professional Association for Customer Engagement (PACE)
  • Rotary International
  • Help Desk Institute (HDI) Professional Membership
  • Association for Computing Machinery (ACM) IT Support Chapter

Certifications

  • SugarCRM Certified Developer
  • CompTIA Security+
  • Microsoft Certified: Azure Fundamentals
  • CompTIA Network+
  • Microsoft Certified Systems Engineer (MCSE)
  • PMP - Project Management Professional
  • CompTIA A+ Technician
  • Certified IT Service Manager (CITSM)
  • Google IT Support Professional Certificate
  • Cisco Certified Internetwork Expert (CCIE)

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