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Skills

  • Method equipment
  • Call triaging
  • Active Directory Administration
  • Conflict resolution
  • Data-driven decision making
  • Team management
  • Bug report submission and follow-up
  • Collaborative problem-solving with engineering teams
  • Operational improvement
  • Control of vendor dependencies

Work Experiences

  • Achieved 33% improved resolution time.
  • Answered 15 calls per 18 months to help customers with their questions and concerns.
  • Collaborated with system and internal teams to introduce a feature upgrade that reduced user error reports by 27% following implementation.
  • Collaborated with external vendors.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Collaborated with engineering teams.
  • Had an excellent attendance record and was always on time for work.
  • Consistently met or exceeded customer satisfaction scores.
  • Authored step-by-step troubleshooting guides tailored for Adobe Creative Suite, enhancing the self-service experience and decreasing inbound support volume by 65%.
  • Closed large-impact customer tickets 23% faster.

Summaries

  • Maintaining current software and hardware to meet user needs is a skill.
  • Senior Technical Support Officer is a multi-talented Senior Technical Support Officer who is consistently rewarded for planning and operational improvements.
  • Collaborated with cross-functional teams.
  • Contributed to overall system stability.
  • Completed new network component installations, updates, and configurations successfully.
  • Collaborated with multiple departments to resolve service issues.
  • Coordinated efforts across 14 teams.
  • Contributed to technical operations excellence.
  • Contributed to initiative results in customer satisfaction.
  • Experienced Senior Technical Support Officer with over 11 years in helpdesk operations, network maintenance, and mobile device support.

Accomplishments

  • Conducted a post-incident review process that identified issues leading to a 71% increase in future first-time fixes.
  • Led coordination for ServiceNow patch deployment across 15 global offices, ensuring 38% uptime and prompt resolution of post-deployment issues.
  • Received President's Club for improving customer satisfaction by 23% after spearheading a technical training initiative for frontline support specialists.
  • Successfully resolved 6 priority incidents within SLA guidelines, leading to a 84% increase in customer loyalty.
  • Minimized vendor-related technical issues by 81% through proactive management and implementation of SLAs with external partners.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with development teams to address software bugs, reducing recurring error reports by 41% in 6 months.
  • Spearheaded initiative to optimize performance metrics analysis through data visualization tools, cutting report compilation time by 21%.
  • Implemented API diagnostic monitoring tool, reducing error-tracing time during complex issues by 73%.
  • Provided in-depth end-user training for HubSpot, resulting in user adoption rates increasing by 16% within the first 18 months.

Affiliations

  • Information Technology Infrastructure Library (ITIL) Practitioner - Certified in 2020
  • American Medical Informatics Association
  • Lions Club
  • CompTIA A+ Certified Professional in 2015
  • Contributor to the Microsoft Excel Technical Support Best Practices Handbook
  • Association for Computing Machinery (ACM) - Special Interest Group on End-User Services
  • Project Management Institute
  • Association of Computer Support Specialists (ACSS)
  • Association for Technical Support Professionals (ATSP)
  • Member of 2015's Technical Support Leadership Forum

Certifications

  • CompTIA Network+
  • Salesforce
  • ITIL 4 Foundation Certification
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • Project Management Professional (PMP)
  • ServSafe
  • Amazon Web Services (AWS) Certified SysOps Administrator – Associate
  • CompTIA IT Fundamentals (ITF+)
  • Certified Incident Handler (ECIH)
  • Certified Ethical Hacker (CEH)

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