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Skills

  • Active Directory Administration
  • Collaborative problem-solving with engineering teams
  • Problem resolution
  • First Aid/CPR
  • Continuous improvement and process optimization
  • Network support
  • Process improvement
  • Customer feedback integration into product enhancements
  • End-user training and support
  • Operational improvement

Work Experiences

  • Transported Tableau to 18 months customer locations.
  • Achieved a $14 reduction in operational costs.
  • Analyzed performance logs and customer CRM data.
  • Closed large-impact customer tickets 23% faster.
  • Answered 15 calls per 18 months to help customers with their questions and concerns.
  • Authored troubleshooting guides for HubSpot.
  • Conducted program performance audits on support systems.
  • Collaborated with the development team to prioritize and resolve bugs that accounted for 14% of recurring technical support cases.
  • Consistently maintained a 23% ticket closure rate within SLA limits for high-complexity incidents, outperforming the team’s average by 36%.
  • Addressed 18% of recurring technical support cases.

Summaries

  • Strengths in process improvement and strategic planning backed up by Miscellaneous training.
  • Achieved consistent recognition for high customer satisfaction.
  • Coordinated efforts across 14 teams.
  • Contributed to a 28% drop in repetitive customer complaints.
  • Achieved a 83% reduction in recurring support tickets.
  • Adept at implementing automated processes and workflow improvements, leading to an increase in team efficiency by 59% and reduced error rates.
  • Collaborated with senior engineering teams to resolve high-level product issues that contributed to a 74% drop in repetitive customer complaints.
  • Senior Technical Support Officer is a multi-talented Senior Technical Support Officer who is consistently rewarded for planning and operational improvements.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Within Miscellaneous, senior Senior Technical Support Officer and outstanding performer in team leadership and client relations.

Accomplishments

  • Implemented API diagnostic monitoring tool, reducing error-tracing time during complex issues by 73%.
  • Drafted user-friendly technical documentation that reduced the number of support requests for previously recurring issues by 73%.
  • Developed comprehensive bug-reporting templates and workflows, improving the accuracy of incident tracking and reducing escalations by 30%.
  • Collaborated with team of 6 in the development of framework.
  • Achieved Scrum Master which led to advanced troubleshooting capabilities and a 15% decrease in unresolved tickets over two years.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Introduced a vendor management standard operating procedure (SOP), reducing external dependencies by 71% and lowering costs.
  • Led a project to introduce HubSpot to automate routine diagnostics, cutting repetitive tickets by 54%.
  • Identified performance bottlenecks in the support queue, leading to a restructuring which improved average response time by 40% minutes.

Affiliations

  • Project Management Institute
  • Certified JIRA Administrator and support process specialist
  • Co-author of Customer Service Support Playbook at Ironclad Systems
  • Certified Support Professional (CSP) from the Support Industry Association
  • Scrum Alliance Member with a Focus on Software Product Troubleshooting
  • Help Desk Institute (HDI) Member - Active Member of 2020
  • Certified Instructor at program Technical Support Training Consortium
  • International Council of Nurses
  • Contributor to the Microsoft Excel Technical Support Best Practices Handbook
  • Jaycees

Certifications

  • Certified Ethical Hacker (CEH)
  • Certified DevOps Professional (CDOP)
  • Certified Network Defender (CND)
  • Cisco Certified Network Associate (CCNA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Certified Data Privacy Solutions Engineer (CDPSE)
  • Certified in Risk and Information Systems Control (CRISC)
  • Microsoft Certified: Power Platform Fundamentals
  • Certified Public Accountant

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